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Budapest, Hungary |
| Company: |
Subscription Required |
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JOB PURPOSE
The primary responsibility of the Process Trainer is to develop, deliver and maintain the process training programmes for the relevant BSC employees, specifically CSRs and Team Leaders.
The trainer is also responsible for providing coaching on the systems used in the BSC and on specific processes. They will be expected to have a good understanding of individual roles and of the relevant systems, at a technical level.
KEY RESPONSIBILITIES
The job holder will be responsible for:
•Supporting the Training Manager in the delivery of Customer Service training programs to support all Customer Service BSC employees
•Continually monitoring, reviewing and providing feedback on Customer Service training programmes to meet all business needs and grow the skills base throughout the CSC organisation.
•Improve all training programmes by ensuring delivered training matches and/or exceeds delegates requirements.
•Delivery of courses to the Customer Service audience. Training may comprise of the following:
-Formal classroom courses
-Ad-hoc workshops
-Process demonstrations
-One to one desk side training
-Formal presentations
-Floor walking
Design and delivery of courses tailored specifically to various Customer Service audiences
•Working with the project team to take delivery of training programs for each business as it rolls into the BSC.
•Undertake the development of all appropriate training materials
•Updating existing material as and when updates are made to systems or functionality
•Input into the training team service reviews and reports
•Work with the team to develop a full systems induction program for the Customer Service audience/
•The ability to train and assess during evenings may be a requirement of this role.
•Facilitating cultural and behavioural training courses are on demand.
•Ensuring that systems (within scope) meet and deliver assurance surrounding legislative requirements.
ESSENTIAL CRITERIA
•Fluent English and Hungarian is a must
•Educated to Degree standard or equivalent
•Extensive background in a training role in a corporate environment
•Coaching expertise
•Demonstrable understanding of Customer Relationship Management (CRM) Systems, ideally Siebel and of Order to Cash (O2C) processes.
•Exposure to working in an environment where answers are not in a policy manual and innovative and creative thinking is encouraged.
•Strong consultative and communication skills are necessary
•Previous training and assessment experience
•Expert in delivering presentations to a wide range of audiences.
•Strong organisational skills.
•Excellent written/oral communication skills and ability to build effective working relationships
•High Level of IT proficiency in Microsoft packages
•Highly motivated
PREVIOUS EXPERIENCE
•Training experience gained in a customer focused business to business environment – preferably within a Customer Service Team.
•Able to meet tight deadlines
•Able to consistently review and adapt approach and style to meet ever changing requirements
•Able to manage conflicting work issues and deadlines using team structure and by negotiating timeframes on work in order to ensure deliverable deadlines are met.
•Able to build contingency plans into daily work to deal with unforeseen circumstances in order to minimise potential problems
•Able to actively promote a positive team environment and build networks effectively to enhance and share knowledge
•Able to develop people and the organisation
•Facilitation skills for working issues with groups and teams.
•Must be a team player and willing to network appropriately to increase quality of contribution to the organization
•Strong people & performance management skills
•Strong time management and organisation skills
Additional Responsibilities:
•Support Customer Service peers
•Ensure that all training is compliant with HSSE policies and procedures, including:
-code of conduct;
-a “safety first” approach;
-training;
-using equipment in a safe manner; and
-reporting hazards, unsafe work practices and incidents
•Ensuring that all processes are compliant with ISO accreditation
•Manage deadlines and ensure that all activities that directly affect internal or external customer relationships or the output of the CSC are of the highest quality
•Continuous review and improvement of individual, team, and CSC performance
•Perform work outside of normal office hours as required
•Complete other duties as assigned
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Credit Control Analyst
BP
Budapest, Hungary
Req ID 7993BR
Role synopsis
- Effective collection of customers’ accounts consistent with the Refining & Marketing credit standard & policies
- Dealing with customers’ accounts and keeping these fully reconciled
Key accountabilities
- To monitor the overdue analysis, preparing monthly DSO (Days Sales Outstanding) Reports and keeping the relevant Business informed
- To review credit limits violations, assisting the Credit Manager in performing credit holds on future orders within Delegations of Authority, where it may be necessary
- Inform the Business in a timely manner on any negative credit information received by the credit information providers, alerting the Finance Country Team and the local Business on potential increase of probability of default
- Effective collection of customers’ accounts consistent with the Refining & Marketing credit standard & policies
- Dealing with customers’ accounts and keeping these fully reconciled working with outsource provider where necessary
- Key Performance Indicators reporting for credit as required
- Deal promptly with customer queries / issues in order to secure payments
- Flag issues to Credit Team Lead at the appropriate time
- Maintain and develop working relationship with the Sales and Customer Service team
- Ensure timely cash allocation to specific customer accounts performed by outsource provider
Essential criteria & qualifications
- Previous credit control experience
- Excellent language and interpersonal skills with particular focus on customer relationships
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