You will be responsible for the leadership, performance and management of a team of Customer Support 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 and compliance with relevant regulations, in particular Tax related.
Lead and manage a team of up to 10 Customer Support Specialists, provide leadership support and coaching to team
Support team member development and actively manage succession planning
Be accountable for the overall performance of team members and the team, 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 and Sales Excellence 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
Comply with all tax, legal and fiscal regulations for the local market
Use Continuous Improvement tools such as visual management, leader standard work, and the versatility matrix to support daily operations management
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
Cooperate closely with Marketing to ensure proper utilisation of the CVPs for customers
Hands-on experience in Customer Operations or Sales is highly desirable
Experience in coaching and developing others
University degree preferred (Business related major) or equivalent experience
Has proven leadership track record
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 apply Continuous Improvement behaviours to lead improvement initiatives
Demonstrate relationship building skills, across several levels, including Customers team members and business partners
English min. C1
Number of Vacancies:
Benefits of working at Shell:
Shell is an Equal Opportunity Employer
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