Customer Service Team Lead

About Us Chevron is a leading multinational energy company with operations in over 180 countries. Founded in 1879, Chevron has a rich history of innovation and growth, making significant contributions to the global energy landscape. Chevron markets Caltex® fuels, lubricants and other petroleum products in the Philippines. Our network of service stations, terminals and sales offices forms the backbone of our presence in the Philippines. Chevron supports its operations in the Philippines and worldwide through two subsidiaries: Chevron Philippines Incorporated (CPI), which manages downstream operations and markets Caltex brand fuels, lubricants and petroleum products, and Chevron Holdings Incorporated (CHI), a global business services organization. Established in 1998, CHI provides business support services in finance and accounting, information technology, supply chain management, human resources, customer service and marketing. It serves Chevron affiliates around the world and has grown to be one of the leading global business services organizations in the Philippines. The company has received various recognition as one of the country’s top employers and as a champion of diversity and inclusion in the workplace. At Chevron, we believe humanity can solve any challenge – including meeting the world’s energy needs of today, while advancing a cleaner energy tomorrow. About the Role We have an exciting opportunity in Chevron Philippines Inc. for a Customer Service Team Lead . This role will be based in Makati, Philippines. The Customer Service Team Lead is responsible for leading and developing the Philippine Customer Service team to deliver efficient, compliant, and customer-focused operations. The role provides leadership across people development, resource planning, service delivery, operational performance, risk and controls, SOX compliance, stakeholder management, and continuous improvement. The Team Lead oversees Order-to-Cash (OTC), Fleet Card, and related Customer Service operations, ensuring service levels, controls, and business requirements are consistently met. The role partners with business and cross-functional stakeholders to manage operational priorities, resolve escalations, and support process standardization, automation, migration, and transformation initiatives. Responsibilities include, but not limited to: Key Responsibilities: Leadership and Supervision • Provides leadership for the operations including planning, coordination and oversight of the work group’s activities, developing and deploying the team’s business plan, including strategic initiatives and metrics. Ensures adequacy and optimal deployment of team’s resources, including staffing requirements. Monitors performance against plans and any established benchmarks, taking corrective action as needed. • Responsible and accountable for overseeing team operations / activities including but not limited to: • Responding and resolving customer/account calls, fax and emails in relation to the end-to-end Order to Cash processes for Fuel (Retail – all COT, Branded Marketers, C&I,) and Lubricants (Direct and Indirect Sales) . • Handling of StarCard/Card Marketing account set-up and maintenance, and transaction inquiries and concerns. • Responding and resolving consumer calls, fax, and emails pertaining to service station operations, fuel quality, pricing, service station location, etc. • Reviewing and escalating to the Credit Department customers with blocked account and credit violations • Maintaining desk guides and other work process documentation • Management of the Quality Assurance process • Chevron Business Point (CBP) first level support • Demonstrates the Chevron Way values and principles through behaviors, actions and decisions. Performance Management • Build and maintain a skilled, committed and high-performing work team. Responsibilities include facilitating PMP, coach employees to sustain and improve performance, develop recommendations for performance ranking, salary action and career ladder placement, facilitate career and performance development plans, and participate in job posting/employee selection process. Participate in skills development training. Regularly review performance against metrics to improve decision-making and promote organizational learning. • Drives for superior quality assurance results by monitoring quality assessments results, conducts quality calibrations and reviews metrics. Works closely with team members to achieve Service Level Agreements and performance. Responsible for validation of performance results and prepares materials for scorecards. Communications to the employees the results of individual scorecards and discusses with the team members plans to maintain and/or improve scorecard performance. Ensures that performance commitments to customers are met through open dialogue and appropriate metrics. Safety and Compliance • Champion’s incident free operations by proactively creating a safe culture in the workgroup through the active stewardship of LPS and active usage of available tools. • Ensures all team members are actively participating in the company’s Safety Programs. • Assist the Supervisor in ensuring that the work team meets all aspects of Corporate Compliance functions, including but not limited to Internal Controls, Data Privacy, Information Risk Management, Information Protection, Conflict of Interest, and Health, Environment and Safety. Within areas of responsibility, maintains a sound system of internal controls and ensures that processes, procedures, and controls are in place to maintain records that comply with Chevron standards, regulatory requirements and policies. Conducts regular assessments of existing control processes, in compliance with the US Sarbanes-Oxley (SOX) Act. Champions incident free operations by proactively creating a safe culture in the workgroup. Process Improvement • Initiates, leads and participates in process improvemen