The Happy@Work Team

Organizations?acknowledge that growth and profitability can be achieved best through the most precious assets – their employees. So while employees work hard to achieve organizational targets and keep the external customer satisfied, it is?imperative that employees also experience superlative services . Promoting strong internal customer service can help boost the morale of an organization and help facilitate more effective and efficient operations.

It was with this vision of providing exemplary customer services to its employees - both active and retired that?a?Shared Services HR setup was created in Bharat Petroleum.?Known as Centralised Benefit Admin (CBA) , operations started on 1st May 2021. CBA promised uniformity in policy implementation, process improvement and technology enhancements among other things.

?The task seemed daunting initially - catering to more than 20,000 active and retired employees of BPCL, handling all benefits and schemes, payroll inputs, separations , medicals,?payments ,?queries. Also leveraging technology, simplifying and automating processes,?delivery of timely services as per SLAs and creating customer interaction forums were essentials that Team CBA was expected to deliver .

A full year has passed and CBA is celebrating its 1st work anniversary alongwith achievement of all key milestones including - online claim submission, tracking and status alerts for claims and documents for customers, "One Window" concept for all HR operations, e-HR Camps to reach out to active and retired employees spread across the length and breadth of the country, online Life Certificates updations, 24X7 helplines for medicals, a dedicated CBA webpage and chatbot for customers.

Customer (active and retired employee) feedback has been great .?We have been able to garner credibility and appreciation from all key stakeholders.

It has been an incredible year of learnings, deeper understanding of processes & customer psyche. We have learnt that the hardware of policy and the software of politeness and patience go hand in hand when it comes to dealing with customers. That it takes team work and trust to surpass targets, create new benchmarks.

Each and every member of the 65 strong CBA team has contributed to the success of this endeavour by demonstrating the spirit of?Service with a Smile . The joie de vivre of Team CBA is palpable and visible to everyone who interacts with us.

We are grateful for the collaboration, guidance and support given by our Leaders, Corporate HR, Regional HRs, IS/ERPCC,?Finance, Businesses, Retired staff?associations and PR & Brand at Bharat Petroleum.

The Happy@Work journey of Team CBA is on , there is lots more to do and we are looking forward to the challenges....