Customer Resolution Manager


Our client is the world-leading resources company that extracts and processes minerals, oil and gas based in Australia. They also have more than 80,000 employees and contractors across 90 locations.


  • This role provides leadership to a team focused on customer and vendor queries.
  • Manages a team based in Kuala Lumpur and Manila consisting of approximately ~50 people, both people leaders and individual contributors.
  • Applies an understanding of end-to-end Supply Chain to enhance efficiency, drive optimisation, and maximise value.
  • Contributes towards and executes the GBS Demand-to-Pay and overall GBS Strategy
  • Ownership of overall management of the Case Management Tool (CMS)
  • Ownership of data and analysis activities to improve overall customer experience measured through CSAT
  • Ensures the timely and accurate processing of all Purchase Orders as per customer request.
  • Works closely with other Commercial Inbound teams and other relevant stakeholders to resolve all customer and vendor queries as it comes through the CMS.
  • Delivers excellent customer service to customers and vendors providing timely, efficient and accurate responses to enquiries received by phone, email, text message or other channels.
  • Resolves vendor queries through understanding of the Purchasing Order (PO) payment systems and processes.
  • Ownership of the team’s response quality and feedback on complex reconciliations and appropriate levels of troubleshooting and problem solving to complex queries from internal stakeholders and external organizations
  • Embedment of BOS (BHP Operating System) Practises with Continuous Improvement mindset.
  • Drives improvement initiatives to existing processes, practices and systems
  • Point of contact for all User Acceptance Test for new improved systems and applications.
  • Sources information, plans and conducts analyses to support evidence based decision making.
  • Identifies, engages and manages a range of diverse internal and external stakeholders.
  • Engages the capabilities of the entire organisation.
  • Strives to achieve 100% safety, 100% customer value and 0% waste.
  • Knows our customer and is obsessed with meeting their needs.


  • Experience managing teams in a large, complex organization
  • Experience establishing and maintaining mutually beneficial cross-functional relationships with a customer mindset
  • Demonstrated ability to drive continuous improvement
  • Demonstrated leadership capability through managing high performance teams
  • Pragmatic commercial outlook and exemplary judgement (balances business value vs. risk) to deliver best outcome for BHP
  • Collaborative mind-set and strong interpersonal skills.
  • Capable in building constructive long term relationships.
  • Communication skills enabling the influencing of a diverse stakeholder group
  • Excellent customer service skills.
  • Ability to solve problems and think out of the box
  • Track and analyse data for Process Improvement
  • High level of attention to detail and good time management skills



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