Job Description

Selangor, Malaysia

Job Family Group: Commercial and Retail

Worker Type: Regular

Posting Start Date: October 14, 2022

Business unit: Downstream

Experience Level: Experienced Professionals

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Where you fit in

Customer Operations is in its journey to provide the best in market customer experience for our Customers and Business Partners in Shell. We create the great place for commercially minded individuals who thrive working with customers and who want to growth their experience in agile, digital and e-commerce initiatives.
We have a collaborative, flexible, dynamic and very supportive working culture; where every single one of us is determined to make a difference, to go the extra mile because it\xe2\x80\x99s our job, every day, to make our customers\xe2\x80\x99 experiences with Shell that little bit better. We believe in creating an inclusive culture and work environment where you can thrive, innovate and develop; but most of all, be yourself.

What\xe2\x80\x99s the role?

As E2E Delivery Lead is empowered to collaborate with business partners and stakeholders in identifying and delivering business strategies and solutions to deliver the Best in Market Customer Experience and maximize business value.

This role is part of Customer Operations Agriculture & Constructions and supports a portfolio of businesses with C5 of $300M with different challenges in a continuously changing internal and external environment and requires the ability to build alignment and relationships with different end-to-end partners across the Customer Fulfilment process.

• Work with business partners and stakeholders to Identify and Deliver Business Growth/Strategic Projects (e.g., new business model, market entries, special deals, pricing strategy) in collaboration with CXE and Operations
• Identify opportunities, improve Customer Operations process efficiency, KPI performance, and Customer Experience, and enable business growth.
• Plan and manage the Local Implementation of Global Projects
• Lead/own rapid resolution of (complex) issues, mobilizing the right E2E partners
• Provide Process Expertise as per the ISM model as required
• Provide process expertise as per the ISM support model as required
• Support MCO in the preparation and running of stakeholder engagements

What do we need from you?

• With an Information technology background.
• A proven track record of project delivery including agile project delivery as well as experience with digitalization.
• Lean Practitioner or CIBC certification desirable, able to apply Continuous Improvement behaviors to lead improvement initiatives end to end.
• RPA, CRM, and Decoding experience is an advantage.
• Ability to develop insights from data, develop creative solutions and drive change from a customer and digital perspective.
• Strong stakeholder management skills, able to build and maintain effective relationships across several levels, including team members, business partners, and leadership teams.
• An understanding of the E2E Customer Fulfillment process, business value chain & process Strong
• GSAP systems knowledge & experiences

Company Description

Shell has been a partner in powering Malaysia\xe2\x80\x99s progress since 1891 when we established our first depot in the Straits Settlements. Today, we are an integrated energy company comprising Upstream, Downstream, Integrated Gas and New Energies, Projects & Technology, and Shell Business Operations. Shell Malaysia aims to be the leading energy player in the country, powering Malaysia\xe2\x80\x99s future with cleaner, innovative, and competitive energy solutions.

\xc3\x98 Upstream

More than a century, Shell has been operating and we continue to extract and deliver oil and gas efficiently, profitably, and in environmentally friendly and socially responsible ways to meet evolving customer needs and the growing demand for energy.

\xc3\x98 Downstream

With over 950 service stations, Shell has the leading market share in the fuels retailing business in Malaysia. In Malaysia, we make and sell more than 600 different lubricants for the automotive sector, heavy-duty transport, food processing, and power generation. We are the lubricants market leader in Sabah and Sarawak.

\xc3\x98 Integrated Gas, Renewables and Energy Solutions

Shell set out its Powering Progress strategy, which we aim to deliver through our three business pillars of Growth, Transition and Upstream. The Growth Pillar includes our Marketing and Renewables & Energy Solutions businesses and focuses on working with our customers to accelerate the transition to net-zero emissions. One of our achievement, Sarawak onshore: World\xe2\x80\x99s first commercial GTL plant (SMDS)

\xc3\x98 Project & Technology

As P&T, we exist to make the delivery of Shell\xe2\x80\x99s strategy and the growth of our company possible. P&T works collaboratively and in an integrated way with its business partners, to deliver value for our customers, and for Shell.

An Innovative Place to Work

There\xe2\x80\x99s never been a more exciting time to work at Shell. Everyone here is helping solve one of the biggest challenges facing the world today: bringing the benefits of energy to everyone on the planet, whilst managing the risks of climate change.

Join us and you\xe2\x80\x99ll add your talent and imagination to a business with the power to shape the future \xe2\x80\x93 whether by investing in renewables, exploring new ways to store energy or developing technology that helps the world to use energy more efficiently

An Inclusive & Progressive Place to Work

To power progress together, we need to attract and develop the brightest minds and make sure every voice is heard. Here are just some of the ways we\xe2\x80\x99re nurturing an inclusive environment \xe2\x80\x93 one where you can express your ideas, extend your skills and reach your potential.

\xc3\x98 We\xe2\x80\x99re creating a space where people with disabilities can excel through transparent recruitment process, workplace adjustments and ongoing support in their roles. Feel free to let us know about your circumstances when you apply, and we\xe2\x80\x99ll take it from there.

\xc3\x98 We\xe2\x80\x99re closing the gender gap \xe2\x80\x93 whether that\xe2\x80\x99s through action on equal pay or by enabling more women to reach senior roles in engineering and technology.

\xc3\x98 We\xe2\x80\x99re striving to be a pioneer of an inclusive and diverse workplace, promoting equality for employees regardless of sexual orientation or gender identity

A Rewarding Place to Work

Combine our creative, collaborative environment and global operations with an impressive range of benefits and joining Shell becomes an inspired career choice

We\xe2\x80\x99re huge advocates for career development. We\xe2\x80\x99ll encourage you to try new roles and experience new settings. By pushing people to reach their potential, we frequently help them find skills they never knew they had, or make career moves they never thought possible.

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