Customer Excellence Manager

As a Customer Excellence Manager at bp Global Business Services (GBS), you will play a crucial role in ensuring exceptional customer experience delivery. Working closely with the Operations teams, you will be part of the functional leadership team, integrating various aspects such as partner excellence, insights and performance, transformation and automation, and functional operational excellence. Your primary objective will be to foster long-term customer loyalty by consistently providing value-added services and exceeding customer expectations. Your performance will be gauged based on process efficiency and enhanced customer satisfaction levels. Key responsibilities include integrating all projects impacting the supported function, ensuring closed-loop actions from partner forums, monitoring business performance, supporting service recovery plans, and developing strategic partnership roadmaps aligned with bp's goals. You will also be responsible for translating data and insight requirements into actionable demands, working collaboratively with cross-functional teams and driving continual improvement initiatives. The ideal candidate for this role should possess a Bachelor's degree in business administration, operations management, or a related field. A Master's degree or equivalent experience is preferred. With over 5 years of experience in operational and service excellence roles and a total work experience of 15+ years, you should demonstrate excellent communication, problem-solving, and collaboration skills. Proficiency in Microsoft Office Suite, particularly Excel, and experience in Lean, Six Sigma, and Agile project leadership are essential for this role. In terms of technical capability, familiarity with project management principles, Salesforce, Genesys, SAP, and analytic tools like Celonis and Minitab is required. A working understanding of Customer Service, Order to Cash, and Supply chain processes is also crucial. Business acumen, people-centric focus, and the ability to collaborate and influence key stakeholders are vital attributes for success in this role. Leadership qualities such as adaptability, effective communication, strong team alignment, and influencing skills are highly valued. Being self-aware, managing impact on others, and demonstrating sound judgment in complex environments are key leadership attributes. Additionally, a proactive attitude towards driving team performance, fostering innovation, and delivering seamless customer experiences is expected. This role does not entail significant travel requirements and is a hybrid of office and remote working. Relocation assistance is not provided for this position. If selected for this role, adherence to local policies, including drug screening, medical fitness review, and background checks, may be required based on the specific role.,