Domain Manager, Customer Experience

Job ID: 676255
Location: Bury
Category: Administration
Salary: Negotiable
Job Views:
33
Job Type:
Part time
Posted:
04.21.2017
Role synopsis
The HR Services strategy is to centralise, standardise and simplify HR Administration globally to support BP’s businesses. A simple, consistent and connected customer experience is a critical component of the strategy. Intelligent technology and robotics will be deployed wherever possible, with direct personal interaction for resolution of more complex issues.

Purpose of Post

To manage a team who are the initial point of interface with the customer for HR Services. To ensure that the customer experience of communication, content, applications and service is in line with agreed Experience principles. To own and continually update knowledge management.
Key accountabilities
Creating and leading the establishment of a new Customer Experience multi lingual team to deliver experience through modern technologies and achieve KPI and channel targets for Portal (Tier 0), The “ Virtual Agent” Tier (0.5) and Query Management (Tier1)
Partnering with the Experience Global Process Owner (GPO) to select and deploy the future Service Enabling Technologies
Analysing leading practice, market trends and benchmarking to bring innovative thinking to the HR Services customer experience
Demonstrating deep knowledge of Customer Experience processes and associated leading edge tools and systems. Embeds high skill and knowledge levels in to the team
Analysing relevant metrics to provide insight in to current and future customer experience; adapting and improving the service in an agile and responsive way, aligned to the global framework of the Experience GPO team
Providing input to the Experience GPO based on insights from the region
Proactively capturing and driving requirements for enhancements to the experience technologies and tools
Essential Education
Educated to degree level.
Essential experience and job requirements
Critical requirements:
Prior domain experience in HR shared services/service centre in a multi- national organisation
Proven team leader with a track record of team development and driving strong performance within a diverse team
Additional skills:
Proven track record in delivering high quality customer experience
A passion and interest in emerging trends in customer experience and how this can enhance business performance
Experience of working in a multi-national and multi-lingual environment
Behaviours:
Adaptability and flexibility
Focused on building understanding and knowledge
Building and maintaining effective long term relationships
Strong influencing skills
Strong problem analysis and problem solving skills
Other Requirements (e.g. Travel, Location)
There are no additional requirements. Please respond with N/A below.
Desirable criteria & qualifications
None specified.
Relocation available
No
Travel required
Negligible travel
Is this a part time position?
No
About BP
Our business is the exploration, production, refining, trading and distribution of energy. This is what we do, and we do it on a truly global scale. BP operates with business activities and customers in more than 80 countries across six continents. Every day, we serve millions of customers around the world. We are continually looking for talented, committed and ambitious people to help us shape the face of energy for the future.

To remain one of the world’s premier integrated oil companies, BP recognises that it needs a highly respected, high performing, world class HR function which combines the provision of strategic advice to business leaders with efficient and effective transactional support to managers and employees. The HR function does this through the development and delivery of well executed HR services and by defining standards, policies and processes to help ensure we have the right people in the right roles when we need them, motivated and able to deliver outstanding performance. This is achieved by delivering business partnering and support; operational excellence; people data and core HR processes; governance, policy and coherence and ensuring that we have an effective system of HR compliance and controls in line with regulatory requirements and company policies and standards and by creating coherence in core HR areas. We are looking for talented, committed HR professionals who can work with the business to deliver the right people solutions that create competitive advantage to the organisation.
Segment
Corporate & Functions
Closing Date
20-Apr-2017
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