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 8 to 12 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
Job Knowledge, Skills & Experience: Language: - Customer Language Proficiency (at least 1 if multiple language business) - C1
- English Language Proficiency - B2
Other skills & Experience:- Bachelor degree must (Business related major) or equivalent experience; MBA preferred
- Previous experience in a Customer service
- Has proven leadership track record; Min 3-5 years' experience as Team Lead
- 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
Full knowledge of Group policies and standards
