Customer Operations Manager

Profile

132571BR

Job Title:

Customer Operations Manager

No. of Positions:

1

Job Description:

Job Purpose:

The Customer Operations Manager is accountable for the daily operations of the Customer Operations Team. This role plays a critical part in the delivery of Shell’s Customer Fulfilment Cycle. The incumbent will lead a high performing team of Customer Operations Specialists, servicing multiple businesses across an OU or Region. The Customer Operations Manager actively manages relationships with Customers, Sales, business partners and team members to ensure delivery of a world class Customer experience.

Principal Accountabilities:

Strategic Planning and Change Management


Work strategically to create and maintain an annual operational plan that will deliver performance requirements and change initiatives
Adapt the business to changing contexts, courageously take appropriate risks and innovate
Work together with business partners to understand local business priorities and embed them into operational strategic planning within Customer Operations
Work closely with the Customer Operations Deployment Team to manage local project deliverables, as part of the overall business change agenda
Responsible for the local operational team resourcing plan
Manage day-to-day budgets


Leader of Community


Manage, motivate, lead and develop staff for great performance and engagement of the overall OU team
Provide leadership support and coaching to Team Leaders, leading by example with regular one to ones, IDP coaching, GPA setting
Actively manage succession planning
Use and promote the Shell Employee Value Proposition


Active Local Leadership Team Member


Work together with other local Operations Managers and the Customer Operations Excellence (COE) Manager to lead the local Customer Operations effectively
Drive cross OU best practice, policy alignment and people priority decision making as a key member of the local Leadership Team


Performance Management


Focus on delivering an improved Customer experience as measured by the CSI transactional survey
Responsible for action taken to address the cause of customer dissatisfaction, identified via customer feedback (e.g. Complaints, Tell Shell, Close the Loop and the Customer Satisfaction Index) and OTC Councils, developing agreed action plans and working through to execution
Accountable for delivering against the agreed Service Level Agreements with the businesses


Business Partner Engagement


Establish a strong connection with Leadership and team members within the businesses that the operational team supports
Act as a strong contributor on Leadership forums and business assurance review meetings, ensuring alignment on common business agenda items
Support the Sales team to focus on top line growth
Partner with key interfaces to ensure delivery of successful e2e customer experience this includes close collaboration with relevant Sales, Marketing, OST, OTD and Credit Teams
Ensure positive and sustainable work relationship with staff councils and closely collaborate with respective HR functions


Commerciality and Business Knowledge


Demonstrate a commercial mind-set and support the team in understanding their role in driving business value
Develop team’s business acumen and market knowledge
Work to grow the business and the value that Customer Operations can bring to business partners
Drive Operational Excellence through achievement of acceptable level of data quality while ensuring cost effectiveness


Continuous Improvement


Set and meet targets for Continuous Improvement initiates that bring value to the business and are aligned to the business strategic focus
Use Leader Standard Work and continuous improvement methodologies for daily and weekly performance management and act as a role model to drive a continuous improvement mind set in Customer operations
Work in partnership with Customer Excellence and Continuous Improvement teams to optimise the service delivery and identify opportunities for continuous improvement, in compliance with the design and change request processes


Compliance Management


Ensure the relevant Shell Group policies, including HSSE Adherence and undertaking of mandatory training are adhered to
Responsible for ensuring that HSSE, local legal and fiscal, and the Shell Group policies and procedures are clearly communicated, understood and adhered to within operational teams
Control Owner for Customer Service Operations, as per the Group Controls Framework
BCP and DRP Ownership:
Accountable for the execution of the Business Continuity plan for Customer Service Operations
First point of contact for evoking BCP/DRP and responsible for informing Stakeholders
Conduct periodic tests and ensure plan is up to date, with input from Customer Operations Support Lead
Ensure appropriate action plan in place and progress monitoring until full recovery is undertaken
Ensure sufficient resources are in place to manage a BCP or DRP period
Ensure all staff have undertaken the appropriate BCP training


Auto req ID:

132571BR

Skillpool:

Commercial Business to Business (B2B)

Country of Work Location:

South Africa

Employment Type:

Full Time

Company Description:

The world faces energy challenges that are becoming more complex each day. We’re looking for people who share our passion for taking on those challenges with cutting edge technology, innovative thinking and a commitment to properly managed risk. Shell develops and operates some of the largest and most complex projects in the world and we always endeavour to work at the leading edge of technical innovation.

Disclaimer:

Please note: We occasionally amend or withdraw jobs and reserve the right to do so at any time, including prior to the advertised closing date.

Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Royal Dutch/ Group companies around the world.

The Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with . Anyone who demands such a fee is not an authorised representative and you are strongly advised to refuse any such demand.

is an Equal Opportunity Employer.

Work Location:

Bryanston

Requirements:


Bachelor degree preferred (Business related major) or equivalent experience
Strong people management experience as a leader of teams or leader of community
Experience in coaching and developing others
Operational leadership experience will be essential (ideally Commercial leadership, Sales or Service Centre operational back ground)
Experience in managing simultaneous change management initiatives & projects, at the same time manage multiple priorities to meet business partner expectations
Able to put Customer centricity at the heart of the role, inspiring a team to deliver an exceptional Customer experience
Able to develop an extensive network of contacts, subject matter experts and decision makers across the business to help resolve issues
Able to apply Continuous Improvement behaviours to lead improvement initiatives
Demonstrate relationship building and influencing skills, across several levels, including team members, business partners and leadership teams
Demonstrate an in-depth knowledge of the business this role supports
Demonstrate a broad understanding of existing structures within Shell & their interdependencies, and a preparedness to challenge these
Full knowledge of IT applications within scope of responsibility
Full knowledge of Group Policies and Standards


City, State (if applicable):

Johannesburg

Company info

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