Customer Quality Advisor - Castrol

Job Family Group: Procurement & Supply Chain Management Group Job Description: This is a Castrol requisition and the successful candidate will become part of the Castrol ring-fence ahead of the Castrol divestment later in 2026. From the point of the divestment, you will be employed fully by Castrol and no longer be a bp employee.” Apply now!! Castrol is a global leader in lubricants and part of the bp Group, one of the world’s largest energy companies. In India, Castrol is a publicly listed company, leading in the Automotive, Industrial, and Marine lubricant sectors. With iconic brands, steadfast innovation, strong customer relationships, and a team of highly motivated employees, we have maintained our market leadership in India for over a century. Our robust manufacturing and distribution network in India helps us reach consumers through more than 135,000 outlets. At Castrol, success knows no bounds. We offer a fast-paced learning environment where you can develop your career, whether in specialized functions or on a general management track. Castrol India has a proud legacy of championing top talent for leadership roles, both locally and globally. This is a role within the Castrol organisation, and the successful candidate will become part of the Castrol ring-fence. If you are part of the ring-fence, it is expected that your employment will move with Castrol to new ownership Job Purpose: The Customer Quality Advisor ensures that customer quality requirements, change communications, and compliance commitments are translated into robust, consistent, and customer‑trusted processes across the organization. The role acts as the central authority and credible customer interface for Customer Specific Requirements (CSR), Change Management Communication (CMC), and related quality topics, balancing customer expectations with regulatory, legal, and operational feasibility. By providing governance, expert guidance, and enablement, the role safeguards customer satisfaction, audit readiness, and license to operate, while enabling the business to manage change, complexity, and growth in a structured and sustainable way. Key Accountabilities: A. Customer Quality Excellence Tool & Process Governance CQE Tool Governance & Enhancements Provide strategic ownership and guidance for the Customer Quality Tool (CQT), ensuring alignment with customer expectations and ISO standards across CSR and CMC. Define global Castrol standards and translate business needs into clear tool and enhancement specifications. Lead global rollout and adoption, acting as focal point for regions, and product management. Enable effective adoption through training concepts and knowledge transfer. CQE (CSR & CMC) Process Leadership Provide end to end leadership of CSR and CMC processes across regions. Define, govern, and continuously improve global Castrol standards. Act as Process Owner, monitoring KPIs, approving OMS processes, and representing CSR/CMC in audits. Drive consistent adoption through training and partner alignment. B. Customer Specific Requirements (CSR) CSR Coaching Enable effective CSR implementation through training and coaching of Sales, distributors, and internal partners. Develop and deliver targeted training materials and sessions. Lead structured CSR updates via Area Meetings, GAM forums, and other platforms. Strengthen organizational capability and consistent CSR application. CSR Expertise Act as CSR Subject Matter Expert, defining standards and authoritative responses. Evaluate and pre comment on new or changed CSRs, linking to affected processes, products, and sites. Lead compliance assessments, compile compliance matrices, and resolve gaps in cooperation with Sales. Govern CSR quality through expert approvals, guidance, and data oversight. C. Special Customer Requirements PPAP / PQA Management Serve as primary customer interface for PPAP and PQA matters. Lead negotiations on scope, avoidance strategies, and lifecycle decisions for catalogue products. Own technical and quality content of customer commitments. Proactively manage customer expectations on PPAP/PQA topics. IMDS / Disclosures Act as customer contact for IMDS and disclosure inquiries. Assess justification, guide expectations, and resolve IMDS related issues. Coordinate with internal experts to close data gaps. Ensure clear, timely customer communication. D. Change Management Communication (CMC) CMC Coaching Drive effective change adoption through training and coaching on CMC topics. Develop targeted communication materials and deliver sessions on demand. Provide recurring updates to Sales and partners via Area Meetings and GAM forums. Reinforce consistent execution of change management processes. CMC Expertise Act as CMC Subject Matter Expert defining Castrol CMC standards. Drive CMC decision making based on CSR, Sales, and CMC data. Lead customer change communication, standard letters, RFC approvals, and discrepancy handling. Govern effectiveness via KPIs and support