Grade GResponsible for providing customer service support to ensure maximum customer satisfaction, providing a communicative link between our products/services and our customers, delivering continuous improvement in the standardization and consistency of customer service processes and executing the commercial plan through advanced understanding of the customer's needs and expectations.Entity:
Finance

Job Family Group:
Business Support Group

Job Description:

We are a global energy business involved in every aspect of the energy system. We are working towards delivering light, heat and mobility to millions of people, every day. We are one of the very few companies equipped to solve some of the big complex challenges that matter for the future. We have a real contribution to make to the world's ambition of a low carbon future. Join us, and be part of what we can accomplish together. You can participate in our new ambition to become a net zero company by 2050 or sooner, and to help the world get to net zero.

In Hungary, we operate bp's Global Business Services organization which is an integrated part of bp. Our people want to play their part in solving the big complex challenges facing our world today and, guided by our bp values, are working to help meet the world's need for more energy while lowering carbon emissions. In our offices in Budapest and Szeged, we work in customer service, finance, accounting, procurement, HR services and other enabling functions - providing solutions across all of bp. Join our team, and develop your career in an encouraging, forward-thinking environment!

Would you like to discover how our diverse, hardworking people are leading the way in making energy cleaner and better - and how you can play your part in our world-class team?

Join our Customer Team and advance your career as a

Senior Customer Operations Process and System SME

Customer teams are dealing with sales support processes, account management, order taking, invoicing, cash collection, pricing, service request management and supply chain management activities.

In this role You will:

• Drive expertise in Order-To-Cash processes and provide recommendations for process and efficiency enhancements.
• Represent the E2E Customer view in process related workshops and conversations, drive value adding outcomes with real customer impact
• Proactively look for automation and simplification opportunities in the O2C space and lead them through until implementation
• Consider the impact of transformational projects on our O2C processes and ensure functional processes are aligned and can be operated without any interruption; ensure functional interfaces within the process work efficiently
• Ensure the Global Process Standards are embedded in the Order-To-Cash operations by driving regular process audits, ensure training materials and process documentation are up to date and trainings are delivered to the target population
• Drive improvements and automation in the Order-To-Cash process across Castrol Customer Operations, focus on streamlining the process in the Customer Service teams
• Drive expertise in CRM and SAP/O2C processes and provide recommendations for process and efficiency enhancements on a global scale
• Secure proper communication of process changes towards Operational users, Learning and Development and other collaborators such as Team leaders, Service Managers and Directors
• Support the management decision process to deliver the strategy by providing data and analytics and recommendations based on process expertise
• Conduct regular control activities for the Customer Castrol operations, ensuring compliance and supervising internal control effectiveness
• Complete process reviews and propose improvements to align and standardise across the Customer Castrol organisation and ensure changes are embedded and adhered consistently
• Proactively identify gaps in existing and to-be processes, propose and implement continuous improvement opportunities incorporating standard methodologies
• Maintain a good working relationship with stakeholders on all level across the organisation both internally and externally
• Work closely with Castrol Transformations team, Global Process Owners and system experts on joint projects, system and process improvements
• Coach team members to address process gaps, identify inefficiencies and help to embed a continuous improvement culture in the organisation, support long term career development of key talents
• Support Operational Leadership in developing a high-performance culture promoting continuous learning and focusing on meeting / exceeding customer needs / expectations

What You will need to be successful:

• Educated to Degree level or equivalent.
• 5+ years operational experience in Sales and Customer management or Finance is required
• Deep functional expertise and experience in Order To Cash process knowledge
• Demonstrated experience in driving automation and transformational initiatives
• High level of SAP and Salesforce Proficiency
• Highly analytical, numerate with a strong attention to detail
• Able to work well under sustained pressure with conflicting demands, optimizing resources and responding to constantly evolving circumstances
• Minimum 3 years' experience in a people leadership role ideally in a B2B environment
• Experience of working with a diverse team across different geographies
• Project management and transition experience
• Highly proficient on MS office tools (MS Word, MS Excel including macro's, MS Powerpoint)
• Sophisticated knowledge of SAP modules, ECC (required), APO (desirable)
• Advance knowledge of MS Access including Visual Basic language (VBA) is a plus
• Experience in SQL language
• Designing and updating dashboards on Tableau, Power BI or similar would be advantageous
• Excellent written/oral communication skills and ability to build effective working relationships
• High level of Influencing skills, ability to drive conversations forward
• Strong performance management skills with experience of managing both quantitative and qualitative targets and a track record of achieving goals
• Exceptional time management and organisation skills
• Strong interpersonal skills/team player
• Strong organizational skills/self-management
• Possess a sound understanding of internal and external customer needs, able to negotiate and manage expectations to meet / exceed requirements.
• Ability to demonstrate a strong understanding of customers' needs / behaviours

At bp, we provide the following environment & benefits to you:

• Different bonus opportunities based on performance, wide range of cafeteria elements
• Life & health insurance, medical care package
• Flexible working schedule: home office up to 3 days / week, based on team agreement
• Opportunity to build up long term career path and develop your skills with wide range of learning options
• Family friendly workplace e.g.: Extended parental leave, Mother-baby room
• Employees' wellbeing programs e.g.: Employee Assistance Program, Company Recognition Program
• Possibility to join our social communities and networks
• Chill-out and collaboration spaces in our beautiful Budapest Agora and Szeged offices e.g.: Play Zones, Office massage, Sport and music equipment
• Assets like phone for private usage and company laptop are provided from the first day of employment with other equipment if requested

bp Hungary won the Most Attractive Employer 2023 Award (SSC / BSC sector) third time in a row at PwC's annual employer research. Come and join us!

Travel Requirement
Some travel may be required with this role, this is negotiable

Relocation Assistance:
Relocation may be negotiable for this role

Remote Type:
This position is a hybrid of office/remote working

Skills:
Agility core practices, Analytical Thinking, Business process improvement, Commercial acumen (Inactive), Communication, Conflict Management, Creativity and Innovation, Customer centric thinking, Customer enquiries, Customer experience, Customer value proposition, Digital fluency, Resilience, Sustainability awareness and action, Understanding Emotions, Workload Prioritization

Legal Disclaimer:

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, veteran status or disability status. Individuals with disabilities may request a reasonable accommodation related to bp's recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an accommodation related to the recruitment process, please contact us to request accommodations.

If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.