Entity:

People, Culture & Communications

Job Family Group:

HR Group

Job Description:

At bp, our people are our most valuable asset. The People, Culture & Communications (PC&C) function fosters a diverse, inclusive culture where everybody can thrive. As part of an integrated energy company, PC&C is embarking on a major transformation to be more competitive, responsive, and customer focused.

We’re investing in key locations such as India, Hungary, Malaysia, and Brazil, offering an exciting but challenging opportunity to shape a fast-moving PC&C function, building teams and structures and driving continuous improvement.

We’re looking for driven, ambitious enthusiasts who thrive in fast-paced environments and are passionate about people. If you're ready to build something transformative, this is the place for you.

Operations & Advisory (O&A) is an internal global shared services and technology solutions organization within People & Culture, responsible for innovating and delivering HR services and solutions for BP globally.

The Learning Operations Experience & Excellence Manager at bp is responsible for defining and driving the service excellence strategy for Learning operations and services within Operations & Advisory (O&A). This role involves developing and supervising global performance metrics, improving service quality and customer experience, and ensuring operational efficiency through continuous improvement initiatives. The manager will collaborate with global operation team leaders, excellence and experience leads, solutions owners, and COEs to ensure safe, controlled, and compliant operations. Key responsibilities include managing a team of direct reports, leading the global community of practice for service areas, and ensuring compliance with BP’s Code of Conduct.

This role defines the service excellence strategy and roadmap for learning operations, focusing on improving service quality, customer experience, and operational efficiency through continuous improvement initiatives. Be a key player in the working relationship with the O&A team and the L&S team for driving the COE strategy and objective.

Role Accountabilities:

• Develop and implement a service excellence strategy for Learning operations and services in O&A.

• Work with senior leadership to identify and supervise key performance indicators (KPIs) and metrics

• Develop plans to improve target resolution for tier 2 (Learning).

• Identify and implement continuous improvement initiatives. - Establish and lead the global community of practice for service areas.

• Manage CI backlog and prioritize service system changes.

• Develop capacity reporting and optimize resources.

• Ensure knowledge documentation and process enhancement.

• Adopt appropriate project management methods.

• Manage change plans and mitigate project risks.

• Benchmark service performance.

• Collaborate with GSO and COEs.

• Lead and develop team members.

Education Requirements:

• Bachelor’s Degree in Human Resource, Business Administration, or related field.

• Minimum 10 years of experience in HR operations or HR helpdesk operations in a global environment, including at least 5 years in leadership roles.

• Experience in sophisticated and changing environments.

• Ability to work effectively in a fast-paced environment.

• Ability to handle daily planned and unplanned activities.

Skills:

• Advanced in MS 365 tool box

• Advanced in Excel

• Strong analytic and problem-solving skills.

• Project management skills.

• Strong stakeholder management skills and presentation skills.

• Leadership capabilities.

• Lean, Six Sigma, and other process improvement methodologies.

From P&C Cap Framework:

• Psychological safety

• Continuous learning

• Legal and regulatory environment and compliance

• Stakeholder management

• Continuous improvement

• Organizational knowledge

• Analytical thinking

• Agile core principles

• Resilience

• Teamwork

• Coaching

• Customer Centric Thinking

Technical:

• Expertise in business processes and IT systems related to HR.

• Proficiency in Learning tools, systems, software, and Microsoft Office applications. (CSOD and LXP)

• Experience in project management using both agile and waterfall methodologies.

• Ability to manage multiple concurrent projects with minimal direction.

• Expertise in business processes and IT systems related to HR.

• Ability to handle sensitive and confidential information with discretion.

Behavioral:

• Strong eye for business.

• Strong communication skills.

• Sophisticated analytical and problem-solving skills.

• Strong eye for business and understanding of operational processes.

• Strong communication skills and ability to influence team members.

• Ability to manage diverse cultural settings.

• Experience in sophisticated and changing environments.

• Strong team alignment skills and ability to work collaboratively.

We are an equal opportunity employer and value diversity at our company! We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, 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 or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Travel Requirement

Negligible travel should be expected with this role

Relocation Assistance:

This role is eligible for relocation within country

Remote Type:

This position is a hybrid of office/remote working

Skills:

Agility core practices, Agility core practices, Analytical Thinking, Communication, Creativity and Innovation, Customer service delivery excellence, Customer Service Design, Data Management, Decision Making, Developing and implementing strategy, Discovered resource estimation and assurance, Employee and labour relations, Extract, transform and load, Global Perspective, Information Security, Leading transformation, Management Reporting, Managing change, Managing strategic partnerships, Measurement and metrics, Organizational knowledge, Performance and planning, Project and programme management, Stakeholder Engagement, Stakeholder Management {+ 2 more}

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.