Job Description:

Join our Budapest Team and advance your career as a

Core People Services Experience & Excellence Manager

The Core People Services Experience & Excellence Manager will be responsible for leading and embedding customer-centricity, operational excellence, and transformation initiatives across Core People Services (CPS) globally. This role will manage all Experience and Excellence roles within CPS, ensuring consistent delivery of high-quality employee experiences, process optimisation, and continuous improvement. The position demands a senior leader with deep HR operations expertise across the employee lifecycle, complemented by a strong background in excellence and transformation roles.

This leader will serve as a strategic partner to CPS leadership, driving best-in-class service delivery, innovation, and sustainable performance improvement while fostering a culture of excellence.

In this role You will:

• Lead the Experience & Excellence agenda for Core People Services, aligning with People & Culture Operations' strategic priorities and business objectives.
• Manage, mentor, and develop a team of Experience & Excellence professionals to ensure capability growth, knowledge sharing, and high performance.
• Partner with global CPS leadership to identify and prioritise improvement opportunities and customer experience initiatives.
• Drive process simplification, standardisation, and automation across CPS, ensuring efficiency and scalability.
• Implement Lean Six Sigma, design thinking, and other continuous improvement methodologies to enhance service delivery and reduce waste.
• Establish governance frameworks for improvement projects, tracking benefits realisation and ensuring sustainability.
• Lead large-scale transformation programs, from ideation through delivery, ensuring business adoption and measurable impact.
• Champion a customer-first attitude across CPS, ensuring that all processes and interactions deliver a positive employee experience.
• Define and monitor Experience targets, including employee satisfaction, service quality, and turnaround times, using insights to drive action.
• Partner with HR Technology teams to design and deliver intuitive, user-friendly solutions that enhance the employee journey.
• Design and implement feedback loops, voice-of-customer programs, and service recovery processes.
• Oversee the development and implementation of service standards, SLAs, and targets across CPS.
• Establish a robust quality assurance framework to ensure consistency, compliance, and continuous improvement.
• Provide data-driven insights to partners, enabling informed decision-making and proactive issue resolution.
• Serve as a trusted advisor to senior HR and business leaders on excellence, transformation, and employee experience.
• Partner with cross-functional teams (HR, IT, Finance, etc.) to deliver end-to-end process improvements.
• Lead change management activities to embed new ways of working, ensuring adoption.

What You will need to be successful:

• 10-12 years of progressive experience in HR operations or shared services, covering multiple aspects of the employee lifecycle.
• 4-5 years of leadership experience in operational excellence, continuous improvement, or transformation roles.
• Proven track record of leading customer/employee experience initiatives with measurable business outcomes.
• Strong people leadership experience, managing global or cross-regional teams.
• Expertise in Lean Six Sigma, Agile, or equivalent process improvement methodologies (Black Belt preferred).
• Experience in leading large-scale transformation programs within a complex, global environment.
• Deep customer-centric attitude and ability to translate insights into actionable improvements.
• Exceptional partner management and influencing skills at senior levels.
• Analytical and data-driven approach to problem-solving.

At bp, we provide the following environment & benefits to you:

• Different bonus opportunities based on performance, wide range of cafeteria elements
• Life & health insurance, medical care package
• Flexible working schedule: home office up to 3 days / week, based on team agreement
• Opportunity to build up long term career path and develop your skills with wide range of learning options
• Family friendly workplace e.g.: Extended parental leave, Mother-baby room
• Employees' wellbeing programs e.g.: Employee Assistance Program, Company Recognition Program
• Possibility to join our social communities and networks
• Chill-out and collaboration spaces in our beautiful Budapest Agora and Szeged offices e.g.: Play Zones, Office massage, Sport and music equipment
• Assets like phone for private usage and company laptop are provided from the first day of employment with other equipment if requested.

bp Hungary won the Most Attractive Employer 2024 Award (SSC / BSC sector) fourth time in a row at PwC's annual employer research. Come and join us!

At bp, we support our people to learn and grow in a diverse and ambitious environment. We believe that our team is strengthened by diversity. We are committed to fostering an inclusive environment in which everyone is respected and treated fairly. There are many aspects of our employees' lives that are meaningful, so we offer benefits to enable your work to fit with your life.

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, Agility core practices, Analytical Thinking, Collaboration, 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, Global Perspective, Information Security, Leading transformation, Management Reporting, Managing change, Managing strategic partnerships, Measurement and metrics, Organizational Knowledge, Performance and planning, Problem Solving, Project and programme management {+ 5 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.