Shell Pakistan Jobs Commercial Fleet Team Lead

Shell Pakistan Jobs Commercial Fleet Team Lead

Skillpool group: Commercial and Retail
Updated: 21-Oct-2019
Reference ID: 123815BR
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, communicate performance status to leaders and manage key business partner relationships. Identify and lead process improvement opportunities, ensuring targets 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. These activities cover all Customer levels including Key Accounts and Platinum Customers for Shell Cards Business. Responsibility may span one or both of the Deal Management and Order to Cash Journeys.

1. Lead and Manage:

• Lead and manage a team of 12 to 16 Customer Operations Specialists.
• Provide leadership support and coaching to team including regular one to ones
• Support team member development and actively manage succession planning
• Use and promote the Shell Employee Value Proposition
• Ensure the team complies to agreed Shell parameters (level of authority, Play Book, controls & procedures)

2. 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 deadlines are met

3. Compliance Management:

• Ensure team acts within strict HSSE, Code of Conduct and Diversity/Inclusiveness guidelines, leading by example
• Resolve compliance issues that may impact themselves, the office or customer environments

4. 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

5. 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 Continuous Improvement activities with Operations Manager

6. 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

7. 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. Apply

Shell Pakistan Jobs Commercial Fleet Team Lead