Customer Experience Team Leader

About the role

Entity: Finance Job Family Group: Sales Group Job Description: Role Purpose The role of a customer service team leader is to lead the frontline customer service representatives who manage 24/7 customer interactions across an omni-channel operation - Voice, Email, Chat, Chatbot & Social channels of support in the Americas. The candidate is responsible to ensure effective team management, focus on performance management, consistency of operations, constantly looking for opportunities to improve customer experience & maintain strong relationships with our internal and external business partners. It's critical for the candidate to have a keen eye for detail & drive continuous improvement using actionable insights from day-to-day operations. The candidate needs to play a key role in building an open & approachable culture in the business, with a constant endeavour to achieve the organisational strategic objectives in alignment with collaborators. This role is accountable for maintaining connectivity with parent businesses and shares procedures in the team and with partners. Key Accountabilities Lead the team to ensure safe and silent run for the team's processes. Ensure the activity is being carried out in a well-controlled, timely, and accurate manner and in line with the expectations of our customers Manage deadlines and ensure that all activities that directly affect internal or external customer relationships or the outputs of the operational teams are of the highest quality Understanding the relevant procedures and processes for the relevant businesses, as well as the internal processes Carry out regular one to ones with all direct reports to discuss performance and to develop and implement career path plans Conduct half yearly and annual appraisals with direct reports Organise monthly team meetings with direct reports Proactively develop the skills, competencies and knowledge of Customer Service team members Develop a team environment that supports continuous improvements & promotes the growth mindset Provide first level customer concern for any issues raised by the team Develop, achieve and monitor Key Performance Indicators aligned to the Service Level Agreements Work closely with other team leaders within the business and FBT to ensure that overall operational objectives are met, ideas shared and lessons learnt Adhering with the tasks outlined in the EMS/QMS Systems Serve as single point of accountability for any projects or change requests from the business or enabling teams and manage and assess risks and impacts to the processes as well as resourcing Develop and maintain sound working relationships with key collaborators, customers and external service providers Develop and control processes and procedures to the company standards Serve as a cross functional liaison to share guidelines across the FBT and other areas of our business Collaborate with business partners as a SME to adequately support any new business or quickly react to supply disruption Deliver quality and cost-effective accounting and control to our customers by using technology, guidelines, and identifying and implementing continuous improvement opportunities with data-driven measurement to strengthen trust and confidence in personal delivery and the overall delivery of the FBT agenda Carry out people management responsibilities in accordance with the organization's policies and applicable laws, including planning, assigning and advising work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems Provide support as vital to ensure all team members are follows HSSE policies and procedures Accountabilities: Constantly scans for improvement opportunities and implements transformative solutions that solve our most ambitious and complex problems. Moves at a high pace while collaborating, managing risks, communicating, thinking globally and while demonstrating BP's values, behaviours and approaches. Continuously promotes Agile methodology through both adopting agile principles and actively championing agile at every opportunity. Thinks Digital Delivery first through apply deep digital expertise to problems, through understanding and promoting automation and through analysing data to create breakthrough solutions. Builds capability through inspiring teams to learn new skills, adopt new practices and seek growth opportunities. Key Challenges People management & SLA adherence is a de-facto success criterion Core success is measured when the candidate can additionally deliver on: End-to-end customer experience improvement Optimise & standardise processes Deliver true cost benefits back to the business Any Other Relevant Information (Particular reference to planning (nature and impact), scope of impact (Team, BU, Segment, BP globally etc.) Foster Effective Teamwork and Collaboration - Understands the organization and knows how to work across organizational boundaries; Engenders trust an