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Shell Business Operations
Data aktualizacji: 2019-03-15
Kraków, małopolskie
BPO/SSC, Obsługa klienta
angielski, hiszpański
Data aktualizacji: 2019-03-15
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. Royal Dutch Shell has developed a global network of Shell Business Operations to provide first-class services to Shell companies across the world.

Shell Business Operations (SBO) Krakow sits at the centre of Shell’s global businesses, providing an operational backbone to our essential business functions. Working in a vibrant community with strong values and a supportive culture, an SBO-Krakow job will offer the chance to build a lasting and meaningful career. As one of six Business Service Operations centres, located worldwide, a job in Krakow will give you the chance to interact and work with people across the world, helping to deliver excellent support to business clients and internal stakeholders as well as advanced financial operations.

Customer Operations Team Lead- Spanish speaker
Customer Operations Team Lead- Spanish speaker
Work location: Kraków

Job description:
Provide leadership support and coaching to the team
Support team member development and actively manage succession planning
Manage daily team resourcing , recruitment and selection of new Customer Operations Specialists
Ensure the team complies to agreed Shell parameters
Accountable for the overall performance of team members and the team as a whole, positively recognizing excellent performance and effectively managing any under performance
Ensure all KPI's 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 behaviors 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
Ensure team acts within Shell Group Principles and Diversity/Inclusiveness guidelines, leading by example
Resolve compliance issues that may impact themselves, the office or customer environments
Act as escalation contact for Customers or Sales dissatisfaction issues related to Customer Operations Specialists or other service providers
Use Continuous Improvement tools, develop and support a pipeline of CI activities with Operations Manager
Drive right first time accountability of Customer Set up & Amend within operational team
Operationalize 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:

Bachelor degree preferred (Business related major) or equivalent experience
Customer Language Proficiency Spanish – C1
English Language Proficiency – B2
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 behaviors 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 IT applications within scope of responsibility
Full knowledge of Group policies and standards

 

 Number of Vacancies: 1

 

Benefits of working at Shell:
  • Meaningful work in a company that is universally respected as a truly global energy leader (one of the world’s biggest companies according to Fortune Global 500)
  • Unique opportunity to fulfill your potential with personal and professional development programs
  • Work in a smart and motivated team within a supportive and inclusive culture with strong values
  • Attractive salary and bonuses
  • Complex medical care and individual life insurance
  • Sports programme & facilities e.g. Multisport Benefits Card, vouchers for free time activities
  • Good atmosphere at work and comfortable working environment: own canteen and a few relax rooms
  • Opportunity to participate in social and community projects

Shell is an Equal Opportunity Employer