Retail Resourcing Team Lead

bp – Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

As a leading global energy company, we provide heat, light and mobility to customers worldwide. Across the bp landscape, we’re home to a range of brands across many areas of our industry. We’re investing in today’s energy system and helping build out tomorrow’s. So while we’re still in oil and gas, over the next decade we’ll become a different kind of energy company. We’re decarbonizing and diversifying our business, fundamentally transforming what we do so we can reach net zero by 2050 or sooner. We also have a strong mission to help the whole world reach net zero too – working across our industry to improve people’s lives.

It’s an exciting time to join bp. Meeting the energy challenge requires many different approaches and solutions. 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 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 FBT Malaysia. And no matter where you work, your role will have meaning, purpose and impact.

Role Synopsis

People & Culture (P&C) Solution & Services (S+S) is an internal global HR shared services organisation, responsible for delivering centralised and standardised HR services for BP from a number of geographical delivery centres as appropriate for BP’s footprint. S+S are the first point of contact for P&C related matters; the team are policy and process experts, dedicated to delivering the best customer experience. This role manages a team of analysts within P&C S+S who deliver retail services processes. These services span the efficient and effective resourcing for the Retail stores across Australia for all in‑store positions (Store Manager, Assistant Manager and Customer Service Representatives) and queries management. Build relationships with collaborators across the P&C community and Retail Leadership.

Key Accountabilities

• Full team management responsibilities : manage a shared service delivery team, ensure service is delivered as per performance targets while proactively guiding, coaching and developing team members’ skills, competencies, and knowledge.
• Manage and deliver Key Performance Indicators (KPI) for the retail resourcing team & Retail support team.
• Contribute to P&C S+S business continuity activities as applicable, highlighting critical resources and activities.
• Understand relevant procedures and processes for the relevant businesses, as well as internal processes.
• Manage on‑ground delivery, respond to service demands and requests in CRM as they arise and conduct Retail Services quality assurance activities.
• Handle partner concerns in a timely manner and lead the team in Root Cause Analysis (RCA) of processes / behavioural changes, while ensuring team compliance.
• Manage operational process improvements, technical changes and legal, fiscal and regulatory (LFR) changes to Retail Services in alignment with the strategic direction, including requirement gathering, impact assessment, liaison with Solutions team (if any), testing, coordination of team members to complete large‑scale testing where required, managing cutover activities, and providing partner updates.
• Manage the transition and projects of new functionalities and systems into the portfolio by representing / coordinating the team and in project calls, process design, planning and implementing action items on time and in high quality, post‑go‑live monitoring and stabilization.
• Ensure effective collaboration of GBS P&C S+S Retail Services team members between Malaysia and Australia to deliver smooth execution of “business as usual” and project deliverables.
• Develop and maintain sound working relationships with key collaborators, customers and external service providers, including GEOs, GSOs, CoEs and the wider P&C communities.

Essential Education

Essential Experience And Job Requirements

Benefits

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.

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