Entity:

Finance

Job Family Group:

Business Support Group

Job Description:

Our purpose is to deliver energy to the world, today and tomorrow. For over 100 years, bp has focused on discovering, developing, and producing oil and gas in the nations where we operate. We are one of the few companies globally that can provide governments and customers with an integrated energy offering. Delivering our strategy sustainably is fundamental to achieving our ambition to be a net zero company by 2050 or sooner.

It's an exciting time to join bp. Meeting the energy challenge requires many different approaches and solutions. And as part of Finance Business & Technology (FBT), you’ll be fully connected into the world of bp. You’ll play an increasingly important part within a network of like-minded colleagues partnering on strategic projects that stretch across the globe. And it starts with you. There’s a world of opportunities to build new skills, challenge yourself and grow a long-term career at bp. And no matter where you work, your role will have meaning, purpose and impact. So, if you want to be part of a caring, supportive environment where you can realize your full potential, we’re with you.

About the role

The Senior Team Leader role is a pivotal role responsible for leading and supervising the customer service and service operations team. This dynamic position plays a critical role in ensuring that business-as-usual operations run smoothly while actively contributing to continuous improvement initiatives. The Senior Team Leader fosters a culture of efficiency, innovation, and partner engagement.

In this role You will

Functional

• Supervise and review day-to-day operations in accordance with service level agreements, management goals and processes.
• Monitor team performance to meet or exceed predefined targets and Key Performance Indicators.
• Provide relevant support and collaborate with internal partners and participants as required to resolve escalations and queries, manage the operational relationship with Fleet / EV function.
• Ensure adherence and compliance with the Code of Conduct, bp Policies, ISO. Leverages quality management tools for root cause analysis (e.g. causal factor tree, six sigma). Ensure the Team is skilled and demonstrates quality management tools for root cause analysis (e.g., causal factor tree, six sigma). Lead and/or support external/internal audits, identify and control risk and drive incident investigations.

Service Management & Continuous Improvement

• Act as a liaison between the team and the Manager. Provide regular updates on team performance, challenges, and opportunities. Collaborate with the Manager to align team efforts with broader business objectives.
• Identify and assess risks within the team's operations. Proactively communicate these risks to the Manager and suggest mitigation strategies to address potential issues before they raise.
• Foster cross-functional collaboration with other departments, to ensure seamless service delivery and alignment with overall business objectives.
• Takes end-to-end ownership of the business throughout the Order-To-Cash cycle, is accountable for delivering Customer excellence. Ensures process delivery execution, meeting all Customer specific requirements; achieving high level of Customer satisfaction; meeting targets.
• Run and analyze relevant reports, review the operational performance of the Team on a regular basis to ensure performance as per agreed service levels, key management metrics and goals and plan corrective action accordingly.
• Plan, develop and supervise implementation of quality and process improvement by using technology, continuous improvement initiatives, standards and data-driven management. Track progress and suggest recommendations for improvement as required.
• Develop and maintain strong working relationships with key internal partners and external participants at relevant levels.
• Drive the continuous improvement agenda within the team.
• Collaborate with team members to identify, prioritize, and implement process enhancements.
• Foster an environment where innovation and automation are embraced.
• Leads and manages transitions and any projects coming either from within FBT or from the business.

Leadership & Supervisory

• Set goals and clarify expectations, provide regular feedback and conduct performance appraisals, reward and rigor employees.
• Coach Team members to address process gaps, identify inefficiencies and help to embed a continuous improvement culture in the organization, support long term career development of key talents.
• Provide opportunities for learning and self-development to build capability of the Team and ensure competency in performing Tower activities.
• Identify training opportunities focused on building capability of the Team.
• Support Tower Functional Leadership in developing a high-performance culture promoting continuous learning and focusing on meeting / exceeding Customer needs / expectations.
• Maintain strong relationships with internal and external stakeholders.
• Ensure that customer service aligns with stakeholder expectations and needs.
• Act as a point of contact for escalations and issue resolution.

Resource Management

• Perform FTE sizing, plan and assign work to Team members, monitor adherence to workforce schedules and highlight gaps.
• Flag significant demand variations to help ensure the development of a flexible resource allocation strategy.

What You will need to be successful

• Educated to university level or equivalent experience.
• Proficiency in English and German
• Operational experience in Sales and Customer management
• Experience in a people leadership role ideally in a B2B/SSC environment
• Experience of working with a diverse team across different geographies
• Experience with SAP functionality is an advantage
• Experience with Key Account Management is an advantage
• Proven experience in business-as-usual Fleet/ EV operations management.
• Proven experience in supporting and driving continuous improvement initiatives.
• Exceptional partner leadership skills, both internal and external.
• Ability to challenge and speak up when vital to advocate for improvements.
• Creative problem solver with a demonstrated ability to generate and implement innovative ideas.
• Commitment to ongoing self-improvement and the pursuit of excellence
• Strong people leadership skills that facilitate others to play to their strengths.
• Strong time management and organization skills, able to prioritize and handle urgent issues and escalations.

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
• Hybrid working arrangement aligned with team arrangements and business needs
• Opportunity to build up long term career path and develop your skills with wide range of learning options
• Celebrate in bp’s success. You may be eligible to join bp’s Global ShareMatch plan. This non-contractual benefit lets employees buy bp shares and receive matching shares, in line with plan rules
• 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

bp Hungary won the Most Attractive Employer 2024 Award (SSC / BSC sector) fourth time in a row at PwC's annual employer research. Come and join us!

At bp, we support our people to learn and grow in a diverse and ambitious environment. We believe that our team is strengthened by diversity. We are committed to fostering an inclusive environment in which everyone is respected and treated fairly. There are many aspects of our employees’ lives that are meaningful, so we offer benefits to enable your work to fit with your life.

Disclaimer: Please note that, according to Hungarian law (2012/I. 113. §), mothers or single parents caring for a child under three years of age cannot be employed in night shift positions.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform crucial job functions, and receive other benefits and privileges of employment.

Travel Requirement

No travel is 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:

Agility core practices, Analytical Thinking, Business process improvement, Commercial Acumen, 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

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Legal Disclaimer:

We are an equal opportunity employer. We do not discriminate on the basis of protected characteristics like race, religion, color, sex, national origin, sexual orientation, 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.