GBS CRM Process Analyst Accelerator

bp; Maharashtra; Hybrid; INR 1,800,000 - 2,400,000; Full time

Benefits offered by this job

Life insurance

Medical care package

Relocation support

Job summary

bp is seeking a seasoned professional to drive CRM-based process design across Customer Service, Sales and Marketing within our global GT CRM solution. You will work with cross-functional teams to translate processes into testable requirements and support the end-state CRM design and organizational integration.

The role emphasizes stakeholder engagement, process mapping, and ensuring alignment to the global CRM architecture. Relocation within country is available and hybrid work is supported.

Qualifications

• Bachelor’s Degree or equivalent in related area, or related experience with 5+ years’ experience
• Have in-depth knowledge of Customer processes including key activities, roles, departments, and common Process Performance Indicators
• Considerable Business / Process Analysis experience, preferably with strong end user interaction
• Solid understanding of tools and systems associated with data gathering, compilation and analysis
• Demonstrated hands on experience in process management, re-engineering and process mapping
• Track record of experience in developing business requirements and/or participation in a large-scale process re-design initiative
• Knowledge of project and organizational change methodologies and financial/operational control practices
• Good interpersonal and influencing skills and ability to communicate clearly
• A proven track record of being part of multidisciplinary, complex projects or transformation programmes
• Track record in project management and execution (either Waterfall or Agile delivery)
• Able to prioritise, handle issues and situations, following through to resolution in a timely manner and focusing efforts to deliver business value

Responsibilities

• Lead & deliver strategic customer work with alignment to 2025 Customer Roadmap
• Serve as the Customer GPO SME, applying project experiences towards improved efficiency
• Drive internal and external collaborator engagement across all organizational levels
• Build lasting business relationships with impacted operational, functional, and technical teams
• Ensure relevant support to operational teams to guarantee a successful launch
• Manage deadlines and ensure high quality delivery of all activities
• Lead and define existing “as is” process and target state “to be” processes, identify gaps and taking action to achieve target state
• Drive and support development of solution design options, input into acceptance criteria and evaluation of effectiveness
• Perform due-diligence for any potential requirement, establishing background & doing impact analysis
• Support CRM Process Design Lead by analyzing and designing CRM business processes
• With the CRM Process Design Lead, develop CRM product/process requirements
• Maintain the Customer Service, Sales and Marketing business processes supported by the GT CRM solution
• Transform legacy Customer Service, Sales and Marketing processes into the GBS operating model
• Review current process models with GBS service delivery teams and adjust as needed
• Apply standard work approach and methodologies in completing project work
• Interview business users and collaborators, analyze requirements, and develop process/system requirements
• Manage workload to meet deadlines and quality expectations
• Demonstrate functional and technical skills foundation
• Prepare test material for Capability Readiness Test and Service Rehearsal
• Manage the Business Collaborators through To-Be Process Walkthroughs
• Advise Risks and Issues to CRM Design Lead
• Assist CRM Solution Analyst in translating processes into test scripts for UAT
• Supervise efficiency of CRM GT process designs and coordinate with operations
• Ensure non-compliant process adaptations are flagged
• Ensure a valid Case is developed for GT process exceptions

Skills

CRM

Business analysis

Project management

Stakeholder engagement

Change management

Data analysis

Education

Bachelor’s degree or equivalent

Tools

ARIS

CRM GT

Job description

Job Description

We are a global energy business involved in every aspect of the energy system. We are working towards delivering light, heat, and mobility to millions of people every day. We are one of the very few companies equipped to solve some of the big complex challenges that matter for the future. We have a real contribution to make to the world's ambition of a low-carbon future. Join us and be part of what we can accomplish together.

Entity

Finance

Job Family Group

Business Support Group

Job Description

We are a global energy business involved in every aspect of the energy system. We are working towards delivering light, heat, and mobility to millions of people every day. We are one of the very few companies equipped to solve some of the big complex challenges that matter for the future. We have a real contribution to make to the world's ambition of a low-carbon future. Join us and be part of what we can accomplish together.

Would you like to discover how our diverse, hardworking people are leading the way in making energy cleaner and better – and how you can play your part in our world-class team?

Key Accountabilities

• Lead & deliver strategic customer work with alignment to 2025 Customer Roadmap
• Serve as the Customer GPO SME, applying project experiences towards improved efficiency across new and in-flight project delivery
• Drive internal and external collaborator engagement across all organizational levels
• Build lasting business relationships with impacted operational, functional, and technical teams
• Ensure relevant support to operational teams to guarantee a successful launch
• Manage deadlines and ensure high quality delivery of all activities
• Lead and define existing “as is” process and target state “to be” processes, identify gaps and taking action to achieve target state whilst ensuring alignment to global CRM design, operational model, and ongoing integrity of the CRM
• Drive and support development of solution design options, input into acceptance criteria and evaluation of effectiveness
• Perform due-diligence for any potential requirement, establishing background & doing impact analysis
• Support the ‘CRM Process Design Lead’ by analyzing and designing CRM business processes in either the Customer Service or Sales & Marketing areas – ensuring high quality Business Process Architecture which balances optimized business requirements and acceptable impact on CM GT technology applications (i.e. ensuring there is a reason for technology customization)
• With the ‘CRM Process Design Lead’, develop CRM product/process requirements based on input gathered from a variety of sources including analysis results and feedback from the user community
• Maintain the Customer Service, Sales and Marketing business processes supported / enabled by the GT CRM solution
• Transform legacy Customer Service, Sales and Marketing processes into the GBS operating model and adjust them to fully integrate into the end-state CRM solution and organizational structure in GBS
• Working with the GBS service delivery teams, review current process models and adjust/maintain as needed to ensure they continue to fully integrate into the global CRM design, operational model, and ongoing integrity of the CRM processes
• Apply standard work approach and or methodologies in completing project work:
• Interview business users and collaborators, analyze business requirements, and develop process / system requirements on assigned projects or project phases.
• Manage workload to meet deadlines and quality expectations
• Demonstrate functional and technical skills foundation
• Prepare test material to support Business Capability Readiness Test and Service Rehearsal phases
• Manage the Business Collaborators through the To-Be Process Walkthroughs
• Advise the Global CRM Design Lead of any Risks and Issues relating to the Process capture and adjustment
• Assist ‘CRM Solution Analyst’ in translating processes and use cases into test scripts for UAT and expected results for product, performance and user acceptance testing to the designers, thus ensuring a clear and complete understanding of the requirements
• With the ‘CRM Process Design Lead’, supervise the efficiency of the CRM GT process designs and work with operations to solve recognized issues – as required provide guidance on potential solutions that may be put forward to CRM Design Forum (i.e. compatible with the GT)
• Ensure any process adaptions that are non-compliant with the CRM GT are identified and flagged.
• Ensure a valid Case is developed for any GT process exceptions

Experience And Job Requirements

• Bachelor’s Degree or equivalent in related area, or related experience with 5+ years’ experience
• Have in-depth knowledge of Customer processes including key activities, roles, departments, and common Process Performance Indicators
• Considerable Business / Process Analysis experience, preferably with strong end user interaction
• Solid understanding of tools and systems associated with data gathering, compilation and analysis.
• Demonstrated hands on experience in process management, re-engineering and process mapping.
• Track record of experience in developing business requirements and/or participation in a large-scale process re-design initiative
• Knowledge of project and organizational change methodologies and financial/operational control practices
• Good interpersonal and influencing skills and ability to communicate clearly.
• A proven track record of being part of multidisciplinary, complex projects or transformation programmes.
• Track record in project management and execution (either Waterfall or Agile delivery)
• Able to prioritise, handle issues and situations, following through to resolution in a timely manner and focusing efforts to deliver business value, advancing properly if needed.
• Able to manage conflicting work issues and deadlines to ensure work is met and knows when to bring up.

Deliverable Quality Management and Creation

• Review process documentation for completeness and quality, and compliance with established GBS Business Process Management standards (including ARIS, ISO, etc.) – collaborate with BPM Team
• Support the ‘CRM Process Design Lead’ in quality management reviews, ensuring all agreed business and design requirements are met
• Support the completion of the Quality Assurance Process (QA) for all Customer Management GT enabled To Be Customer Service, Sales and Marketing processes to ensure the proposed processes and solution usage conform to the GT design principles and are efficient and effective in nature
• Support performance of Quarterly Audit to assess operational integrity of design and ensure operation is as per design (i.e. alignment to the Customer Management GT)

Desirable criteria

• Strong written/oral communication skills and ability to build effective working relationships.
• Exceptional time management and organization skills.
• Customer-centric attitude.

At bp, we provide an excellent environment and benefits such as an open and inclusive culture, a great work-life balance, tremendous learning, and development opportunities to craft your career path, life and health insurance, medical care package and many others!

Diversity sits at the heart of our company, and as an equal opportunity employer, we stay true to our mission by ensuring that our place can be anyone's place.

We do not discriminate based on race, religion, colour, national origin, gender and gender identity, 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 and interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

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 tools
• Business Acumen
• Business Operations
• Business process architecture
• Business process control
• Business process improvement
• Communication
• Customer Relationship Management (CRM)
• Data Analysis
• Data Management
• Data visualization and interpretation
• Decision Making
• Demand Management
• Design Thinking
• Goal Setting
• Influencing
• Lean Practices
• Managing change
• Managing Performance
• Project and programme management
• Stakeholder Engagement
• Stakeholder Management
• Strategic Thinking
• Workload Prioritization

Legal Disclaimer

We are an equal opportunity employer. We do not discriminate on the basis of protected characteristics like race, religion, color, sex, national origin, sexual orientation, 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.