Customer Operations Team Leader Romania

Profile

Job Information
Shell
Customer Operations Team Leader Romania
in
United States
, Romania
Job Family Group:
Finance
Worker Type:
Regular
Posting Start Date:
January 7, 2021
Business unit:
Experience Level:
Experienced Professionals
Job Description:
Royal Dutch Shell is a global group of energy and petrochemicals companies, operating in over 80 countries and territories and employing more than 90,000 people. Our core values of Honesty, Integrity and Respect for People define who we are and how we work.
In 2021 Shell is establishing new office in Bucharest for B2B sales operations, focusing on fuel card distribution.
Why Work for Shell?
• Honest, integrity and respect;
• Feel free to speak your mind culture;
• Health and safety rules;
• Diversity & Inclusion culture
• An energy leader - Meaningful work in a company that is universally respected as a truly global energy leader [one of the world's biggest employers according to Fortune Global 500]. Join us and have a real impact on the operations of one of the world's largest companies.
• Vibrant community - Become a part of a highly-driven team and get to know Shell's unique culture based on inclusiveness and collaboration.
Job Purpose:
The Customer Operations Team Leader is responsible for the performance and management of a team of Customer Operations Specialists. Develop and empower staff, recruit talent, communicate performance status to leaders and manage key business partner relationships. Identify and lead process improvement opportunities, ensuring SLAs and KPIs are achieved.
Principal Accountabilities:
This role requires all or some of the accountabilities below to be performed, depending on class of businesses requirements and Journey span. Businesses serviced include but are not limited to: Global Commercial, Commercial Fleet and Retail. These activities cover all Customer levels including Key Accounts and Platinum Customers. Responsibility may span one or both of the Deal Management and Order to Cash Journeys.
Lead and Manage:
Lead and manage a team of 12 to 16 Customer Operations Specialists ranging from JG8 to JG6
Provide leadership support and coaching to team including regular one to ones, IDP coaching, GPA setting
Support team member development and actively manage succession planning
Manage daily team resourcing , recruitment and selection of new Customer Operations Specialists
Use and promote the Shell Employee Value Proposition
Ensure the team complies to agreed Shell parameters (level of authority, Play Book, controls & procedures)
Performance Management:
Accountable for the overall performance of team members and the team as a whole, positively recognising excellent performance and effectively managing any underperformance
Ensure all KPIs defined for the team are met, and team members are equipped with the knowledge, skills and support to perform them effectively
Champion Customer 1st culture and the behaviours required within the team to deliver an exceptional customer experience
Proactively liaise with other business stakeholders involved in operational processes (e.g. Sales, Marketing, Finance Operations, Credit, Retail) making sure performances and SLAs are met
Compliance Management:
Ensure team acts within strict HSSE, Shell Group Principles and Diversity/Inclusiveness guidelines, leading by example
Resolve compliance issues that may impact themselves, the office or customer environments
Escalations and Complex Issue Resolution
Through collaborative leadership, drive resolution of complex customer issues in liaison with partners from other functions such as Sales, Marketing, Supply Chain & Logistics and Credit.
Act as escalation contact for Customers or Sales dissatisfaction issues related to Customer Operations Specialists or other service providers
Continuous Improvement
Use Continuous Improvement tools such as visual management, leader standard work, and the versatility matrix to support daily operations management
Develop and support a pipeline of CI activities with Operations Manager
Business Partner Engagement
Build strong relationships with Account Managers and Sales Leaders
Liaise regularly with business stakeholders to ensure the team has access to all relevant information to perform effectively in their roles
Support Account Managers in business reviews
Data Integrity Management
Drive right first time accountability of Customer Set up & Amend within operational team
Operationalise data quality metrics through full use of data excellence enablers and tool
Deliver Operational Excellence through acceptable level of data quality while ensuring cost effectiveness
Requirements
Customer Language Proficiency Romanian – C1
English Language Proficiency – B2
Other skills & Experience:
Bachelor degree preferred (Business related major) or equivalent experience
Previous experience in a Customer service
Has proven leadership track record
Experience in coaching and developing others
Proven ability to manage multiple priorities to meet Stakeholder 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 skills, across several levels, including Customers team members and business partners
Demonstrate an in-depth knowledge of the business this role supports
DISCLAIMER:
Please note: We occasionally amend or withdraw Shell 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/Shell Group companies around the world. The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand. Shell is an Equal Opportunity Employer.
According to the United Nations, the global population could increase to more than 10 billion people. A key role for society – and for Shell – is to find ways to meet the growing demand for energy, with less carbon emissions. We need people who dare to think differently – to take part in developing tomorrow’s energy solutions today.

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