Team Leader Customer Operations GME

-; Kuala Lumpur; Hybrid; MYR 100,000 - 150,000; Full time

Job summary

A leading global energy company in Kuala Lumpur is seeking a Team Leader for Customer Operations. The role involves managing customer relationships and ensuring high service quality while overseeing Order-to-Cash processes. Ideal candidates will have a university degree in Business Administration, solid experience in Customer Service, and proven team management skills. This hybrid position offers competitive benefits and opportunities for professional growth.

Benefits

Life and health insurance

Medical care package

Learning opportunities

Social communities and networks

Qualifications

• Experience in Customer Service, exposure to sales or related activities.
• Experience in managing a high‑performing team in a complex environment.

Responsibilities

• Manage and enhance customer relationships ensuring service delivery.
• Oversee Order‑to‑Cash processes and customer satisfaction.
• Lead continuous improvement initiatives within the team.

Skills

Enthusiastic and resourceful individual

Experience in SAP

Strong service orientation

Strong time-management skills

Strong interpersonal skills

Commercial acumen

Education

University degree in Business Administration

Tools

SAP

MS Office

Salesforce

JDE

CRM platforms

Job description

Job Description

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. While we’re still in oil and gas, over the next decade we’ll become a different kind of energy company – decarbonising, diversifying and fundamentally transforming our business to reach net zero by 2050 or sooner.

It’s an exciting time to join bp. Meeting the energy challenge requires many different approaches and solutions, and as part of finance business & technology (FBT) you will 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, with opportunities to build new skills, challenge yourself and grow a long‑term career at FBT Malaysia.

Join our Finance team and advance your career as a Team Leader Customer Operations GME.

The Team Leader of Customer Operations is responsible for managing and enhancing customer relationships across Aspac, ensuring top‑notch service delivery while driving operational excellence and strategic improvements. This role oversees Order‑to‑Cash (O2C) processes, customer satisfaction, compliance and works collaboratively with Sales, Supply Chain, Credit, Finance and external partners.

Key responsibilities include leading, problem‑solving and maintaining a customer‑focused approach to ensure smooth operations and high service quality in support of business growth.

The Team Leader is also the first point of escalation for team‑handled processes and ensures strategic projects are accomplished successfully without compromising the compliance framework.

• Plan, develop and monitor implementation of quality and process improvement by demonstrating technology, continuous improvement initiatives, standard methodologies and data‑driven management. Track progress and suggest recommendations for improvement as required.
• Manage and supervise operational and customer‑facing activities of the team.
• Manage a team to provide world‑class performance in Order to Cash Management and deliver customer experience aligned with business strategy.
• Coach team members to address process gaps, identify inefficiencies and help embed a continuous improvement culture in the organisation, by supporting long‑term career development of key talents.
• Lead the team and establish cross‑functional collaboration by identifying, resolving and developing solutions for complex processes, systems and standards, and providing timely reporting on customer excellence to assist management in business performance and planning.
• Analyse customer satisfaction metrics to identify challenges and accordingly implement Customer communication framework & design.
• Have a thorough understanding of systems and tools and ensure that value‑driven conversations are being executed by improving the accuracy and effectiveness of relevant data.
• Facilitate full price increase exercise for the business within the agreed timeline and ensure the compliances.
• Reviewing service level agreement (SLA) from time to time for key markets.
• Plan and assign work to team members, monitor adherence to workforce schedules and highlight gaps. Ensure proper back‑ups are created and, if required, support team in order management and master data maintenance activities.
• Supporting product transitions and ensure the orders and systems are in place for smooth transition.
• Supporting ad‑hoc projects for the business – system changes, JDE enhancement, e‑invoicing, New Product Introduction (NPI), new business model, etc.
• Support any internal/external audits relevant as required along with the rest of the customer operations team to ensure safe, reliable and compliant operations.

Education

• University degree or equivalent degree in Business Administration.

Experience

• Experience in Customer Service, exposure to sales or related customer services activities.
• Experience in managing a high‑performing team in a complex and demanding environment.

Skills & Competencies

• Enthusiastic and resourceful individual, performance‑driven.
• Experience in SAP, MS Office, Salesforce, JDE and CRM platforms (proven) – advanced level of knowledge and application.
• Demonstrated business understanding and awareness of internal and external customer needs.
• Strong service orientation – demonstrating the ability to set and maintain high standards of customer service, actively looking for ways to enhance customer experience – skilful.
• Strong time‑management and organisational skills, able to prioritise and handle urgent issues and customer concerns.
• Managing difficult stakeholders, deep experience of working in a customer‑focused environment – mastery.
• Strong interpersonal, influential and decision‑making skills, with proven capability and potential to make a significant contribution to the business.
• Strong commercial acumen and performance management skills with experience of managing both quantitative and qualitative targets and a track record of achieving goals.
• Attributes: leadership, fast‑learner, positive/energetic, resilience, efficiency, versatility, and self‑reliant. Managing demanding stakeholders.

Benefits

• A company culture that respects diverse and unified teams, celebrates achievements and values fun and giving back to our environment.
• Possibility to join our social communities and networks.
• Learning opportunities and other development opportunities to craft your career path.
• Life and health insurance, medical care package.
• And many other 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.

Travel Requirement
No travel is expected with this role.

Relocation Assistance
This role is not eligible for relocation.

Remote Type
This position is a hybrid of office/remote working.

Skills
Agility core practices, Analytical Thinking, Business process improvement, Commercial Acumen, Communication, Conflict Management, Creativity and Innovation, Customer‑centric thinking, Customer enquiries, Customer experience, Customer Service, Customer‑Support, Customer Value Proposition, Digital Fluency, Resilience, Self‑Awareness, Sustainability awareness and action, Understanding Emotions, Workload Prioritization.

Legal Disclaimer

We are an equal‑opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, 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 on 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.