Entity:

Customers & Products

Job Family Group:

Business Support Group

Job Description:

As bp transitions to an integrated energy company, we must adapt to a changing world and maintain competitive performance. bp’s customers & products (C&P) business area is setting up a business and technology center (BTC) in Santa Fe, Mexico City.

As a GME Business Operations Senior Advisor you will be accountable for the overall customer experience coordinating day-to-day delivery of customer service, sales execution and delivery operations. The operations advisors act as the key relationship manager between Sales, Marketing, GSC and GBS. Ensuring uninterrupted customer service by managing complex orders/deliveries issues called out in from other functions and works efficiently across countries, regions and functions.

Key Accountabilities:

• Evaluates level of services offered to the customers, identifying areas of concern and recommending appropriate actions, (using the IFOT and customer complaint tools for customers).

• Represents the Customer Operations function on the country or Area level. Communicates with sales (Marine and Energy) and GSC, being the focal point for dispute resolution. Networks issues within Customer Operations, trying to achieve consensus among the team and elevates were appropriate. Interfaces on regular basis with the Regional Customer Operations Manager.

• Ensures that the GME strategic directions are implemented on a local level, proposing ways of adapting the strategy to the country/area business environment. Works closely with GBS ensuring that OM team capabilities are aligned with the strategy requirements.

• Acts as a first point of reference in case of local issues, offering support to resolve them and decides on critical issue. Resolves technical issues in the area of order management prior to escalation.

• Based on pre-agreed processes and frequency, works closely with GBS to set relevant metrics for the OM teams, and reviews OM performance and compliance.

• Builds up strong relationships with key customers through joint visits with account managers

• Ensure the team delivers as per our customer service agreement in all respects and take prompt corrective action to deal with unforeseen circumstances, e.g. product contamination, change in delivery transport or unavailability of product when consulted by the OMs

• Support the demand to supply planning for the channels working with the GSC demand planning team optimising the complex and conflicting relationship between delivering the customer offer whilst optimising logistics and working capital costs.

• Support Sales with timely events input and recommendation to build the robust assumption for sales forecasting.

• Support the GSC demand planning team with timely sales events input to maintain the correct stock levels to meet customer’s needs, as measured by IFOT, while developing mitigation plans to reduce working capital and avoid slow moving and obsolete stock (SLOB).

• Together with GBS, accountable for metrics that track customer satisfaction within the Order to Cash process.

• Responsible in ensuring uninterrupted customer service by managing complex orders/deliveries that are referred to the team for resolution. Ensure that relevant processes & procedures are updated and implemented in the area, as appropriate.

• Lead or Participate in ad hoc projects and provide advice on project feasibility, time and resources required to complete project workload from operations coordination lens.

• Act as a focal point for all the areas for the development and implementation of key processes and procedures, aiming to optimise customer service and operating practices, costs and services offered to customers.

• Supporting the business meet customer needs through the Competitor Assist program to procure and supply products from outside when not available in-house.

• Facilitate airfreight requests to ensure that we are meeting customer requirements while looking to challenge the need for airfreight through process improvements and better coordination with GSC where relevant.

• Investigate all customer complaints or non-conformances logged in the customer complaint system & their timely resolution. Identify recurring trend and work with GSC to implement effective corrective actions.

• Support initiatives on analysis, control and reduction of logistics costs (e.g. rushed orders reduction, port optimisation etc).

• Coordinate all aspects of implementation, together with GSC, for changes to GME customer offers, ranging from new product launches to delivery lead time changes etc.

• Act as response team member for crisis / continuity management, with accountabilities consistent with relevant response plans and as assigned by the response team leader.

• Ability to support outside of work hours when needed (Flexibility of time management)

Requirements:

• Bachelor's degree

• Project management and process optimization experience is required

• At least 4 years of Supply operations or order management experience

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Skills & Competencies:

• Strong bilingual proficiency in English and Spanish (spoken and written).

• Uses available resources and diverse networks, including personal and community connections, to collaboratively pursue goals and objectives.

• Understanding of shipping, oil & gas market and global dynamics, trends, regulatory environment desirable

• Proven abilities of dealing with and influencing multiple internal and external partners both within and outside the organization is essential for success in this role

• High analytical and data interpretation skills

• Proficiency in Microsoft office and Power BI applications

This position will be located in our offices in Santa Fe, Mexico City. We are currently working under a hybrid schedule, three times a week from the office.

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. We offer benefits to enable your work to fit with your life, including flexible working options and paid parental leave policy, 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

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:

Channel Management, Customer promise execution, Customer Segmentation, Customer Service Design, Delivers an effortless customer experience, Demand Management, Digital fluency, Internal alignment, Negotiating value, Offer and product knowledge, Operational pricing, Sales forecasting/demand planning, Sector, market, customer and competitor understanding, Using insights dashboards

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.