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Let me tell you about the role

Castrol India is currently uses Turfview (be spoke) Distributor Management system management to capture all the secondary sales transaction. In addition, it has a series of other key applications which make up our wider transaction system.  This system will many such API’s interfaces with Customer and other bp system. 
This role will look after deliveries across to support and deliver high quality of customer-focused environment.  
This role is responsible to work closely with business users understand business requirements, eliciting, defining, coordinate with vendor and to ensure that I&E delivers solution that successfully meet those needs, and that our customers experience is positive, and expectations are met.  
Monitor vendor performance (important metric), SLA and budgets.
Need to work closely with business users and ensure system should be compliance as per the Audit requirement. 
BP is a diverse and inclusive workplace.  We are proud of our fairness, equal opportunity and meritocracy which allows our employees to reach their full potential.

The role will be accountable for:

• Focus on operational integrity, assuring operational compliance with architectural and security standards, as well as compliance and policy controls refined by Strategy, Digital Security or other relevant Regulatory, Legal and Compliance functions.
• Ensure development, testing, operations and ongoing improvements to digital products
• Lead development of operational procedures and work instructions, enable to successfully implement maintenance duties, and Change Requests
• Collaborate extensively with technology teams to resolve complex incidents, requests and problems, and will act as technical advisors on major digital projects
• Assure the safe application and adoption of new and changed technology into the environment, working with customers to ensure requirements are met and respond to escalation where needed
• Carry out administrative tasks as needed by bp’s service management processes and Tools (e.g. SNOW, ADO, etc.)

What you will deliver

Reviewing and verifying project documents and participating in product related activities, identifying any risks and vulnerabilities.

The role will be accountable for:
• Focus on operational integrity, assuring operational compliance with architectural and security standards, as well as compliance and policy controls refined by Strategy, Digital Security or other relevant Regulatory, Legal and Compliance functions.
• Ensure development, testing, operations and ongoing improvements to digital products
• Lead development of operational procedures and work instructions, enable to successfully execute maintenance duties, and Change Requests
• Collaborate extensively with technology teams to resolve complex incidents, requests and problems, and will act as technical advisors on major digital projects
• Assure the safe application and adoption of new and changed technology into the environment, working with customers to ensure requirements are met and respond to escalation where needed
• Carry out administrative tasks as needed by bp’s service management processes and Tools (e.g. SNOW, ADO, etc.)
• Domain & technical knowledge
o Sound understanding of DMS system (Distributor Management System)
o Problem solving
o Good understanding of Cloud environment (Azure, AWS), Oracle and SQL database.
o Good understanding of API’s integration (REST APIs,  XML, Python, Java, JSON etc)
o Experience with agile development tools such as Azure DevOps.
o Experience in tools for managing requirements, for example, ADO, SharePoint, Visio etc
o Track record of good interpersonal, written, and verbal communications skills
o Ability to work within a virtual global team environment, self-motivated to work with limited supervision
o Exposure of Statutory compliance and Audit requirement
o Vendor Contract management, KPI tacking, SLA, budget etc.
- Knowledge of ERP (JD Edwards) will be an added advantage.
- Knowledge of latest technologies automation tools like Automation Anywhere, AI/ML, Customer - Relationship Management (CRM), Salesforce, API Designer will be an added advantage.

What you will need to be successful (experience and qualifications)

• Formal qualifications constituting university degrees, examination certificates that confirm a level of educational attainment or licenses. (A Bachelor's (or higher) degree, preferably in Computer Science, MIS/I, )
• ITIL Qualification desirable but not required 
• Prior experience working in an IT support role within a FGMG environment
• Good understanding of DMS (Distributor Management system) 
• Work creatively and analytically in a problem-solving environment
• Good change management skills and delivery assurance experience
• Can resolve conflicting ideas and demands to provide clarity and establish priorities that aligns with business objectives 
• The ability to deliver a message effectively and concisely at all levels, on both a technical and a business level
• Track record of good interpersonal, written, and verbal communications skills
•  Ideally experience with agile development tools such as Azure DevOps and Jira
• Domain & technical knowledge
o Sound understanding of DMS system (Distributor Management System)
o Problem solving
o Good understanding of Cloud environment (Azure, AWS), Oracle and SQL database.
o Good understanding of API’s integration (REST APIs,  XML, Python, Java, JSON etc)
o Experience with agile development tools such as Azure DevOps.
o Experience in tools for managing requirements, for example, ADO, SharePoint, Visio etc
o Track record of good interpersonal, written, and verbal communications skills
o Ability to work within a virtual global team environment, self-motivated to work with limited supervision
o Exposure of Statutory compliance and Audit requirement
o Vendor Contract management, KPI tacking, SLA, budget etc.

- Knowledge of ERP (JD Edwards) will be an added advantage.
- Knowledge of latest technologies automation tools like Automation Anywhere, AI/ML, Customer Relationship Management (CRM) and Business Intelligence (BI), MuleSoft API Designer, ETL Tools will be an added advantage.

Travel Requirement:

Relocation Assistance:

Remote Type:

Skills:

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.

Entity:

Job Family Group:

Job Description:

About bp

bp Technical Solutions India (TSI) center in Pune, aims to build on bp’s existing engineering and technical strengths to deliver high quality services to its hydrocarbons and new energy businesses worldwide! TSI brings together diverse engineering capability to provide technical services across a range of areas including engineering, maintenance, optimization, data processes, projects and subsurface, to deliver safe, affordable, and lower emission energy, while continuously innovating how we work!

Intent

• The Delivery Service Lead (DSL) should be a role model for instilling bp values and behaviours in others, and able to support, influence and positively develop the culture within the organisation.
• The primary role accountability is as a line manager to a team of project maintenance analysts and to ensure their deployment and effective utilization in service of the global Maintenance & Integrity Build (MIB) unit deliverables.
• The direct reports are project maintenance analysts that are deployed to support a regional squad. Focus will be on providing coaching and support to your team, so they deliver quality work within the designated budget and schedule.
• As a DSL you will support the professional development and goals of your team members.

Responsibilities

• Foster a strong working relationship with the global Squad Leads (SL) and their team, to drive the effective performance management of your globally distributed team of engineers.
• Develop personal development plans with line reports, identifying and supporting areas for improvement and closure. Where necessary this will include performance improvement plans for underperformers.
• Lead and participate in the delivery of Quality Assurance Plans.
• Support delivery of central improvement programs leading to improved processes and capability, fostering a continuous-improvement culture.
• Collaborate with regional squads to ensure the maintenance and integrity build complies with regional requirements and standards.
• Awareness of Start-up Requirements for projects. Support the regional squads in the collation and delivery of start-up evidence.
• Communicate business objectives, strategy plans, new guidance, initiatives and findings provided by Bp Solutions and P&O to the direct reports and wider MIB organization, where applicable.
• Conduct interviews for new personnel and work with People & Culture (P&C) for all hiring related aspects.
• Be accountable for the onboarding of new personnel and ensure any MIB specific onboarding is understood and completed.
• Foster and support the growth of relationships with key India based external partners.

Minimum years of relevant experience:

• 10+ years of relevant technical experience

Must have experiences/skills (To be hired with):

• Proven role model of professional values and behaviours.
• Excellent leadership and facilitation skills with the ability to communicate effectively and manage stakeholders at all levels of the organisation.
• Strong organizational and communication skills, technical ability and personal commitment to Health, Safety and Environmental performance.
• Self-motivated with the ability to work both independently and as a productive member of a team.
• Approachable, friendly demeanour, with a passion for coaching and supporting others in growing their capabilities.
• Proven track record in project management essentials (budget, schedule, quality, risk and performance management).
• Proven track record data control, data quality, data loading and management in delivering maintenance and integrity build projects.
• Demonstrable evidence of manipulating, visualising and controlling large date sets.
• Working knowledge of the data master class library or industry equivalent.
• Understanding of Project Information management - how data is specified, controlled and delivered from EPCs to bp.
• P&ID literacy.
• Experience using CMMS and maintenance build software (such as SAP, OnePM and Meridiam).

Why join bp

• At bp, 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 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. These benefits can include flexible working options, a generous paid parental leave policy, and excellent retirement benefits, among others!
• We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Travel Requirement

Relocation Assistance:

Remote Type:

Skills:

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.

Entity:

Job Family Group:

Job Description:

As the world and bp are changing, the Finance, Business & Technology (FBT) organization has a vital role to deliver business solutions that result in phenomenal outcomes for bp. Our mission is to build innovative solutions to transform BP, driven by encouraged people in a dynamic environment. We will innovate to transform, and we will deliver this through our five strategic priorities: transform services, digital innovator, deliver increased value, invest in people’s futures, end customer focused - enabled by our colleagues, culture, attitude and our values and behaviors.

The Customer Service Representative role exists to provide first and second line of customer support to telephone and written enquiries from external and internal Customers and other Consumers in accordance with agreed service levels.

The position will ensure all facing queries are answered with the required speed, accuracy and with the maximum level of customer happiness.

Customer Facing CSRs are required to have a broad understanding of all Customer Service processes to enable a high percentage of first contact resolution and will continually manage customer expectations through various contact channels. CSRs are the first point of contact for BP telephone-based enquiries.

Key Accountabilities and challenges:

• Respond to premium customer orders, complaints, & queries in line with SLA’s, policy & procedures

• Key point of escalation and issue resolution from all customer segments and omni-channel

• Support current & future digital opportunities around live chat, chat bot, conversational AI, other digital automations, social media in line with Company strategy.

• Find opportunities to improve Salesforce in addition to providing customer insights into business partners.

• Build & maintain effective working relationships with all team members across FBT locally and our hubs, bp & Castrol.

• Demonstrate winning customer service techniques such as empathy, patience, advocacy and conflict resolution and ability to diffuse advancing emotions.

• Share customer insights from different ERPs with stakeholders and recommend solutions.

• Seek opportunities to own, recommend & drive process improvement.

• Own digital & process transformation & help drive implementation.

• Ensure all procedures are relevant, have adequate controls in support of standard process & standardization & customer centricity.

• Actively promote & encourage online services & products as part of the self-serve strategy.

• Respond & adapt to organizational & operational changes by minimizing the impact on quality or customer experience.   

• Manage end-to-end order processing and fulfillment for Castrol, ensuring accuracy and efficiency.

• Provide post-delivery support, addressing customer concerns and inquiries.

• Investigate and resolve claims related to damaged products, ensuring fair and timely resolutions.

• Track orders and provide proactive updates to customers.

• Deliver outstanding customer service through calls and emails, ensuring a flawless experience.

• Handle the entire customer journey, from order placement to after-sales service, ensuring satisfaction at every stage.

Essential Education & Experience:

• Graduate degree or equivalent experience

• Minimum of 3 - 5 years’ experience in a corporate customer experience environment

• Demonstrated ability to interpret customer requirements, diagnose issues & identify solutions

• Strong confident writing and communication skills plus practice active listening

• Ability to work & learn collaboratively in a team environment.

• Strong attention to detail, excellent organisation & time management skills

• JDE & Salesforce CRM experience

• Experience in stakeholder management & influencing outcomes

DESIRABLE CRITERIA

• Fluent in English (Spoken and Written).

• Able to work in AU Shift.

• Ability to communicate with varying stakeholder levels within the organization, internal and external.

• Good interpersonal presentation and communication skills required given diverse nature of operating landscape.

• Excellent problem-solving skills, analytical skills and ability to think outside the box.

• Personal time management skills and ability to meet individual and team deadlines.

• Contractually and commercially risk adversely.

• Experienced working in virtual teams, agile Ways of Working

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

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

Travel Requirement

Relocation Assistance:

Remote Type:

Skills:

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.

Entity:

Job Family Group:

Job Description:

We are a global energy business involved in every aspect of the energy system. We are working towards delivering light, heat, and mobility to millions of people every day. We are one of the very few companies equipped to solve some of the big complex challenges that matter for the future. We have a real contribution to make to the world's ambition of a low-carbon future. Join us and be part of what we can accomplish together. You can participate in our new ambition to become a net zero company by 2050 or sooner and help the world get to net zero.

Would you like to discover how our diverse, hardworking people are leading the way in making energy cleaner and better – and how you can play your part in our world-class team?

Join our Finance Team and advance your career as a/an

Key Accountabilities:

• Initial point of contact for all consumers regarding site experience concerns
• Provide superb customer service to our customers and team members.
• Leverage deep understanding of key account customers, processes / systems
• Act as a customer concern point for any verbal or written form of enquiries from external/internal customers
• Interact in a professional, , and efficient manner and call out relevant concerns
• Retail marketing program information, policy and product fulfilment.
• Retail site experience complaints, fuel quality claims, site locator etc.
• Complaint resolution, identification, and management of complaint root causes.
• Representatives are responsible for accurately creating tickets, promptly and efficiently acquiring critical information, and passing that information to the appropriate personnel.
• Maintain a high level of proficiency with electronic systems and processes used to facilitate communications and requests, provide contact information, and call logs and contact response teams; these systems include telephone systems, other electronic data capture systems, the notification system, Microsoft Office, and basic Windows functionality.
• Maintain and update knowledge documents critical to the operation of the Notification Centre; this includes call contact lists, business notification requirements, critical issue requirements and paths.
• Must have the ability to resolve appropriate actions for new or unique incidents without scripted guidance.
• Transfer knowledge at shift change to ensure handover of critical incidents and tickets are handled efficiently and accurately.
• Complete any special assignments such as data support for critical systems, system and activity documentation, knowledge base activities and other operational related assignments.
• Engage in continual learning and education to ensure a high level of understanding about business operations, technology and Crisis Management/Emergency Response systems and capabilities.
• Representatives must efficiently engage in continuous improvement in all activities

Education:

• Graduate degree or equivalent experience
• High-level computer knowledge in both hardware and software
• Networking and general application support

Job Requirements

• Superior customer service skills.
• Excellent written/oral communication skills and ability to build effective working relationships.
• Validated ability in established customer service organizations
• Team-oriented approach.
• Strong problem-solving skill
• Make recommendations on existing knowledge base documents and identify knowledge gaps.
• Build and maintain strong relationships with both the customer and internal business partn6ers through the provision of timely, accurate and high-quality service.
• Highlight process gaps and inefficiencies; proactively seek solutions to improve efficiency and / or level of service provided.
• Perform user acceptance testing in technology and systems to help ensure effective improvement execution.

Travel Requirement

Relocation Assistance:

Remote Type:

Skills:

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.

Entity:

Job Family Group:

Job Description:

We are a global energy business involved in every aspect of the energy system. We are working towards delivering light, heat, and mobility to millions of people every day. We are one of the very few companies equipped to look after some of the big complex challenges that matter for the future. We have a real contribution to make to the world's ambition of a low-carbon future. Join us and chip in towards what we can accomplish together. You can participate in our new ambition to become a net zero company by 2050 or sooner and help the world get to net zero.

Would you like to discover how our diverse, hardworking people are leading the way in making energy cleaner and better – and how you can play your part in our extraordinary team?

Join our Finance Team and advance your career as a Billing Specialist

Role Purpose

The Billing Specialist implements standard, difficult and customized billing programs that are consistent with marketing and sales offers and customer contractual agreements. This role provides direct customer contact, define customer invoice requirements and resolve disputes. You are expected to support the invoicing process, customer credit integrity testing, customer portal monitoring, and invoicing and delivery of document scanning.

Key Accountabilities

• Develop a deep understanding of the various types of Lubricants billing processes within various customer channels of trade, focus on customer requirements, and other sales and marketing offers
• Resolve billing disputes accurately and within prescribed service level targets
• Ready to work on email, chats and call to address customer queries
• Collaborate with various Lubricants functions such as Sales, Customer Support, Supply Chain, Pricing, Finance and Tax to capture information to ensure transactional accuracy
• Apply cause Investigation methodology for all billing errors to drive continuous improvement
• Participate in Investigation team that applies a data driven approach to identify specific problems to drive prevention opportunities
• Work closely with the Accounts Receivable team to ensure that billing defects are resolved in a timely manner that results in prompt collections ability
• Work closely with the Order Fulfillment team to assist in Order to Cash workflow
• Serves as customer advocate by understanding customer requirements and expectations, and acts as liaison between the customer and business representatives including credit, marketing, supply chain, technical support, product management and sales
• Maintain close contact with the customers to assess their requirements and handle the entire customer experience, including but not limited to: customer master information and detailed customer profiles, pricing/quote inquiries, dispute resolution, product information requests, invoicing, material returns and resolution of customer complaints
• Monitor distributors’ open order report to ensure adherence to BP policies and procedures on timely delivery and order confirmation; review and correct billings and credit processes as
• Orchestrate the troubleshooting for incorrect distributor crediting process issues related to platform, advance pricing, address book, payables, warehouse or receivables
• Assist in training distributors on use of financial tools
• Request and follow up on confirmation of delivery documentation when requested by distributors

Education and Experience

• Any Graduate with minimum of 3 years of Billing Support or Back Office Customer Service experience in order to cash processes such as master data, contract pricing, billing, tax, accounts receivable, etc.
• 2 years’ experience using service center tools; CRM, SAP or JDE.
• Proficient PC skills (Microsoft Outlook & Excel, IRAS/ Cross link) including considerable keyboarding skills
• Customer Service oriented – outstanding communication and people skills; energetic and enthusiastic; takes initiative to successfully anticipate the needs, handle the issues and resolve the problems of internal and external customers and clients; views complaints as opportunities; acts as a customer advocate establishing relationships and long-term mutual benefit
• Performance oriented – proactive self-starter biased to do things before being asked; attention to detail and excellent organization skills; creative insight into problem-solving; able to multi-task, lead time and balance multiple priorities
• Team oriented – actively promote a coordinated/positive team spirit and respect the diverse contributions of teams, partners and networks; create and build value for the company and its collaborators

Travel Requirement

Relocation Assistance:

Remote Type:

Skills:

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.