Entity:
Finance
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.
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?
Key Accountabilities
Lead & deliver strategic customer work with alignment to 2025 Customer Roadmap
Serve as the Customer GPO SME, applying project experiences towards improved efficiency across new and in-flight project delivery
Drive internal and external collaborator engagement across all organizational levels
Build lasting business relationships with impacted operational, functional, and technical teams
Ensure relevant support to operational teams to guarantee a successful launch
Manage deadlines and ensure high quality delivery of all activities
Lead and define existing “as is” process and target state “to be” processes, identify gaps and taking action to achieve target state whilst ensuring alignment to global CRM design, operational model, and ongoing integrity of the CRM
Drive and support development of solution design options, input into acceptance criteria and evaluation of effectiveness
Perform due-diligence for any potential requirement, establishing background & doing impact analysis
Support the ‘CRM Process Design Lead’ by analyzing and designing CRM business processes in either the Customer Service or Sales & Marketing areas – ensuring high quality Business Process Architecture which balances optimized business requirements and acceptable impact on CM GT technology applications (i.e. ensuring there is a reason for technology customization)
With the ‘CRM Process Design Lead’, develop CRM product/process requirements based on input gathered from a variety of sources including analysis results and feedback from the user community
Maintain the Customer Service, Sales and Marketing business processes supported / enabled by the GT CRM solution
Transform legacy Customer Service, Sales and Marketing processes into the GBS operating model and adjust them to fully integrate into the end-state CRM solution and organizational structure in GBS
Working with the GBS service delivery teams, review current process models and adjust/maintain as needed to ensure they continue to fully integrate into the global CRM design, operational model, and ongoing integrity of the CRM processes
Apply standard work approach and or methodologies in completing project work:
Interview business users and collaborators, analyze business requirements, and develop process / system requirements on assigned projects or project phases.
Manage workload to meet deadlines and quality expectations
Demonstrate functional and technical skills foundation
Prepare test material to support Business Capability Readiness Test and Service Rehearsal phases
Manage the Business Collaborators through the To-Be Process Walkthroughs
Advise the Global CRM Design Lead of any Risks and Issues relating to the Process capture and adjustment
Assist ‘CRM Solution Analyst’ in translating processes and use cases into test scripts for UAT and expected results for product, performance and user acceptance testing to the designers, thus ensuring a clear and complete understanding of the requirements
With the ‘CRM Process Design Lead’, supervise the efficiency of the CRM GT process designs and work with operations to solve recognized issues – as required provide guidance on potential solutions that may be put forward to CRM Design Forum (i.e. compatible with the GT)
Ensure any process adaptions that are non-compliant with the CRM GT are identified and flagged.
Ensure a valid Case is developed for any GT process exceptions
Experience and Job Requirements
Bachelor’s Degree or equivalent in related area, or related experience with 5+ years’ experience
Have in-depth knowledge of Customer processes including key activities, roles, departments, and common Process Performance Indicators
Considerable Business / Process Analysis experience, preferably with strong end user interaction
Solid understanding of tools and systems associated with data gathering, compilation and analysis.
Demonstrated hands on experience in process management, re-engineering and process mapping.
Track record of experience in developing business requirements and/or participation in a large-scale process re-design initiative
Knowledge of project and organizational change methodologies and financial/operational control practices
Good interpersonal and influencing skills and ability to communicate clearly.
A proven track record of being part of multidisciplinary, complex projects or transformation programmes.
Track record in project management and execution (either Waterfall or Agile delivery)
Able to prioritise, handle issues and situations, following through to resolution in a timely manner and focusing efforts to deliver business value, advancing properly if needed.
Able to manage conflicting work issues and deadlines to ensure work is met and knows when to bring up.
Deliverable Quality Management and Creation
Review process documentation for completeness and quality, and compliance with established GBS Business Process Management standards (including ARIS, ISO, etc.) – collaborate with BPM Team
Support the ‘CRM Process Design Lead’ in quality management reviews, ensuring all agreed business and design requirements are met
Support the completion of the Quality Assurance Process (QA) for all Customer Management GT enabled To Be Customer Service, Sales and Marketing processes to ensure the proposed processes and solution usage conform to the GT design principles and are efficient and effective in nature
Support performance of Quarterly Audit to assess operational integrity of design and ensure operation is as per design (i.e. alignment to the Customer Management GT)
Desirable criteria
Strong written/oral communication skills and ability to build effective working relationships.
Exceptional time management and organization skills.
Customer-centric attitude.
At bp, we provide an excellent environment and 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!
Diversity sits at the heart of our company, and as an equal opportunity employer, we stay true to our mission by ensuring that our place can be anyone's place.
We do not discriminate based on race, religion, colour, national origin, gender and gender identity, 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 and interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
Travel Requirement
Relocation Assistance:
Remote Type:
Skills:
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.