Retail Resourcing Team Lead

Overview

As a leading global energy company, bp provides heat, light and mobility to customers worldwide. We are investing in today’s energy system and building tomorrow’s. While we remain in oil and gas today, we aim to become a different kind of energy company over the next decade, decarbonizing and diversifying our business to reach net zero by 2050 or sooner. Our mission is to help the world reach net zero as well, working across the industry to improve people’s lives.

It’s an exciting time to join bp. In finance business & technology (FBT), you’ll be connected to bp’s world, working on strategic projects that span the globe. There are many opportunities to build new skills, challenge yourself and grow a long-term career in FBT Malaysia. Your role will have meaning, purpose and impact, and bp supports a caring, supportive environment where you can realize your full potential.

Role Synopsis

People & Culture (P&C) Solution & Services (S+S) is an internal global HR shared services organisation delivering centralised and standardised HR services across BP’s footprint. S&S acts as the first point of contact for P&C matters and are policy / process experts dedicated to delivering the best customer experience. This role manages a team of analysts within P&C S&S delivering retail services processes, covering efficient resourcing for BP Retail stores in Australia for in-store positions (Store Manager, Assistant Manager and Customer Service Representatives) and queries management. It also involves building relationships with collaborators across the P&C community and Retail Leadership.

Key Accountabilities

• Full team management responsibilities for a shared service delivery team, ensuring service is delivered to targets with guidance, coaching and development of team members.
• Manage and deliver Key Performance Indicators (KPIs) for the retail resourcing team and Retail support team.
• Contribute to P&C S&S Business Continuity activities, highlighting critical resources and activities.
• Understand procedures and processes for the relevant Businesses and internal processes.
• Manage on-the-ground delivery, respond to service demands in CRM, and conduct Retail Services quality assurance activities.
• Handle partner concerns in a timely manner and lead Root Cause Analysis (RCA) of processes / behavioral changes while ensuring team compliance.
• Lead operational process improvements, technical changes and LFR changes to Retail Services in alignment with strategic direction, including requirements gathering, impact assessment, liaising with Solutions team, testing, coordinating team members for large-scale testing, managing cutover activities, and providing partner updates.
• Manage transition and projects of new functionalities and systems into the portfolio by coordinating the team in project calls, process design, planning and action item execution, with 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 BAU and project deliverables.
• Develop and maintain sound working relationships with key collaborators, customers and external service providers (GEOs, GSOs, CoEs and the wider P&C communities).

Essential Education

Essential Experience and Job Requirements

Demonstrates capability in line with the HR Capability Framework, balancing EQ, IQ and drive. Technical Capability :

Environment and Benefits

Equal Opportunity and Travel

We are an equal opportunity employer and value diversity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Travel : No travel is expected for this role. Relocation : Not eligible for relocation. Remote Type : Hybrid of office / remote working.

Skills

Agility core practices, Analytical Thinking, Collaboration, Communication, Creativity and Innovation, Customer service delivery excellence, Data Management, Decision Making, Project and programme management, and related capabilities.

Legal Disclaimer

We are an equal opportunity employer and value diversity. If you require an adjustment / accommodation in the recruitment process, please contact us. Depending on the role, employment may be contingent on local policy, pre-placement checks, and other requirements.

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