Customer Operations Manager - India

Entity:

Customers & Products

Job Family Group:

Business Support Group

Job Description:

Job Summary:

Customer Operations (CO) team is responsible for end to end customer experience management for all customers of Castrol. This includes B2B & B2C customers. The role will be handling CO operations in a particular region / segment. This will include responsibility for Customer Care, Quality, People and Processes within the area of operation. The person would also need to ensure seamless integration of processes across regions.

Key Responsibilities:

• Accountability for CO operations including Customer Care operation.
• Handle people, processes and systems for effective delivery of service.
• Provide leadership in developing and implementing continuous improvement initiatives.
• Drive operational efficiency by streamlining processes and eliminating waste.
• Develop and implement strategies to improve overall customer experience.
• Build and maintain performance metrics to measure success.
• Identify opportunities for cost savings through improved efficiencies.
• Build positive relationships with internal and external customers.
• Optimally communicate goals, expectations, and progress to senior leadership.
  
  

Qualifications:

• Minimum Qualification: Bachelor’s degree or equivalent in business administration or related field. MBA or equivalent experience preferred.
• Experience: Demonstrated ability of 15 years+ in Customer Service/Operations. Oil proven experience is preferable.
• Knowledge, Skills, Abilities:
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Proven track record to motivate change and lead interpersonal transformation.
• Demonstrated ability to prioritize and meet deadlines.
• Strategic problem solver with a focus on execution.
• Adaptable and resilient with a growth mindset.
• Proficiency in MS Office Suite.
• Able to travel as per requirement.
  
  

Travel Requirement

Up to 25% travel should be expected with this role

Relocation Assistance:

This role is eligible for relocation within country

Remote Type:

This position is not available for remote working

Skills:

Agility core practices, Analytical Thinking, Business process improvement, Commercial Acumen, Communication, Conflict Management, Creativity and Innovation, Customer centric thinking, Customer enquiries, Customer experience, Customer Service, Customer-Support, Customer Value Proposition, Digital Fluency, Resilience, Self-Awareness, 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 an accessibility need may request an adjustment/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 adjustment/accommodation related to the recruitment process, please contact us.

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.