Employee, LM Advisory Experience & Excellence Manager

Job Description

Grade GResponsible for managing a team to deliver innovative and service-enabling HRIS solutions, ensuring delivery of internal compliance and data privacy requirements, and working collaboratively with internal and external stakeholders to deliver process improvement tools and methodologies. Entity: People, Culture Communications HR Group At bp, our people are our most valuable asset. The People, Culture Communications (PCC) function fosters a diverse, inclusive culture where everybody can thrive. As part of an integrated energy company, PCC is embarking on a major transformation to be more competitive, responsive, and customer-focused. We re investing in key locations such as India, Hungary, Malaysia, and Brazil, offering an exciting but challenging opportunity to shape a fast-moving PCC function, building teams and structures and driving continuous improvement. The Employee, Line Manager Advisory Experience Excellence Manager is responsible for defining and implementing the service excellence strategy for rewards operations and services within Operations Advisory (OA). This role involves developing global performance metrics, improving service quality, and ensuring operational efficiency through continuous improvement initiatives. The manager will collaborate with global operation subject area leaders, excellence experience leads, solutions owners, and Centre s of Expertise (COE) to ensure safe, controlled, and compliant operations. Key responsibilities include managing a team, driving standard methodologies, and fostering a collaborative work environment. What you will do: Develop and implement a service excellence strategy for rewards operations services in OA that aligns with the organization s operational objectives and goals. Work with senior leadership to identify key performance indicators (KPIs) and metrics that drive business performance and ensure they are accurately tracked and reported across the distributed team. Develop plans and strategies to improve target resolution for tier 0, tier 1, and tier 2. Identify, implement, monitor, and track continuous improvement initiatives to achieve efficiency targets, improve service quality, and enhance customer experience. Establish and lead the global community of practice (CoP) for the specific service area, drive standard process sharing, standardize ways of working, and deliver identified CI. Manage CI backlog and work with GSO on prioritizing service systems impacting changes backlog. Develop capacity reporting and measurement to understand service throughput. Work with operational leaders to plan and optimize resources for BAU, peak periods, and projects. Ensure knowledge is always documented, shared, and built into processes or tools to enhance first-time resolution. Adopt the most appropriate method (agile, waterfall) and management structures for service-enhancing projects. Own and manage the change plan in the respective service area. Continually identify, prioritize, and mitigate project risks and issues, raising as appropriate. Carry out service performance benchmarking to ensure current and efficient delivery. Partner with GSO and COE in project planning and service management. Lead and develop excellence experience team members, providing mentorship, training, and guidance to ensure high performance. Foster a collaborative and results-oriented work environment that encourages innovation and continuous learning. Develop and implement service skills and technical capability for the team. Ensure rewards operations are delivered and operated in a safe and compliant manner. What you will need Bachelor s Degree in Human Resources, Business Administration or a related field. Skills: Advanced in MS 365 toolbox - advanced in Excel. Strong analytic and problem-solving skills. Project management skills. Strong collaborator management skills presentation skills. Leadership capabilities. Lean Six Sigma or other process improvement methodologies. Exceptional skills expertise in business processes IT systems related to HR. Advanced analytical problem-solving skills with the ability to interpret data analyze trends develop actionable insights Psychological safety Legal and regulatory environment and compliance Partner management Continuous improvement Performance and planning Commercial competence Agile core principles Creativity and innovation Budget management Customer service delivery excellence Workforce Planning Resilience Teamwork Leadership Customer centric thinking Knowledge sharing Technical: Experience in project management in both agile waterfall methodologies. Adept at working on multiple concurrent projects with minimal supervision. Proficiency in reward tools systems software Microsoft Office applications. Expert knowledge of regulatory legal social requirements for reward performance management. Behavioral: Strong eye for business in understanding operational processes issues challenges. Ability to handle sensitive confidential information with discretion. Ability to manage diverse cultural settings. Experience in succeeding in complex changing environments including the ability to work effectively in a fast-paced environment handle daily planned unplanned activities. Why Join us At bp, we provide an excellent working environment and employee benefits such as an open and inclusive culture, a great work-life balance, tremendous learning and development opportunities to craft your career path, life and health insurance, medical care package and many others. We support our people to learn and grow in a diverse and challenging environment. We believe that our team is strengthened by diversity. We are committed to crafting an inclusive environment in which everyone is respected and treated fairly. There are many aspects of our employees lives that are significant, so we offer benefits to enable your work to fit with your life. These benefits can include flexible working options, collaboration spaces in a modern office environment, and many others benefits. Reinvent your career as you help our business meet the challenges of the future. Apply now! Travel Requirement Up to 10% travel should be expected with this role Relocation Assistance: This role is not eligible for relocation Remote Type: This position is a hybrid of office/remote working Skills: