bp Launchpad ยท 3 days ago
Team Leader - Customer Service
Evansville, IN
Full-time
Onsite
Senior Level, Lead/Staff
8+ years expbp Launchpad is seeking a Team Leader for Customer Service to manage a critical business team. The role involves overseeing B2B customer interactions and ensuring high-quality service delivery while fostering continuous improvement and effective team management.
Business DevelopmentFinancial ServicesVenture Capital
Responsibilities
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
Organize monthly team meetings with direct reports
Proactively develop the skills, competencies, knowledge of Customer Service team members
Develop an environment that supports continuous improvements & promotes growth mindset
Provide first level customer concern for any issues raised by the team
Develop, achieve, 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, lessons learnt
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, maintain a sound working relationships with key collaborators, customers, external 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
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 aligned with health & safety policies and procedures
Qualification
Required
Overall, 8-12 years or more of experience in the Customer Service industry with exposure to People Management
Experience in managing end-to-end customer operations is a must
Proven experience in coaching and leading high performing teams
Effective communicator verbally and in writing
Strategic orientation and global awareness
General leadership and decision-making skills
Demonstrated experience leading & managing change
Must demonstrate a strong understanding of customers' needs / behaviors
Ability to build effective relationships
Cross-functional mind-set
People management and development experience
Strong background and knowledge with identifying/completion on continuous improvement opportunities
Benefits
Relocation Assistance: This role is eligible for relocation within country
Company
bp Launchpad
Started in 2018, bp Launchpad is an investment unit and business scale-up which backs and rapidly scales disruptive energy start ups through provision of growth capital, scaling support and strategic synergies with bp.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Tom Grey
Chief Technology Officer
Company data provided by crunchbase