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Shell Business Operations (SBO) Manila forms the operational backbone of business processes that help deliver Shell’s business solutions across the globe. We are focused on driving excellent corporate performance in Finance, Human Resources, Customer Service, Order-to-Delivery, and Contracting and Procurement. Diversity is key at SBO Manila, and our employees reflect the innovation that stems from a diverse workforce. By joining the company, you will benefit from an industry-leading development program that will see you tap into a pool of expert knowledge that will help propel your career.

An innovative place to work

There’s 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.

Our business has been built on a foundation of innovative technology and skilled employees. By providing energy to sustain people’s lives for more than a hundred years, Shell has become one of the world’s leading companies.

Join us and you’ll be adding your talent and imagination to a business with the ambition to shape the future. At Shell, everyone does their part.

An inclusive place to work

Shell is working to become one of the most diverse, equitable, and inclusive organizations in the world. We are taking steps to create an environment where everyone – from our employees, to our customers, partners, and suppliers – feels valued, respected, and has a strong sense of belonging.

To achieve this, we must ensure all people are treated fairly, irrespective of their race, color, religion, age, gender, sexual orientation, gender identity, marital status, disability, ethnic origin, nationality, or other status.

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 are nurturing an inclusive environment – one where you can express your ideas, extend your skills, and reach your potential.

We’re closing the gender gap – whether that’s through action on equal pay or by enabling more women to reach senior roles in engineering and technology.

We’re striving to be a pioneer of an inclusive and diverse workplace, promoting equality for employees regardless of sexual orientation or gender identity.

We consider ourselves a flexible employer and want to support you finding the right balance. We encourage you to discuss this with us in your application.

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’re huge advocates for career development. We’ll 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.

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’s our job, every day, to make our customers’ experiences with Shell.

We believe in creating an inclusive culture and work environment where you can thrive, innovate and develop; but most of all, be yourself.

This job sits within the Deal Management Journey forming a critical part of the Customer Fulfilment Cycle. The job supports delivery of a Customer Value Proposition that sets Shell apart from its competitors. This role drives best in class customer experience and sustainable development of CSO Staff throughout maintaining and improving skills and knowledge of CSPs in the changing business environment, while collaborating closely with operational teams and wider function. Day to day tasks involve a mixture of “in the moment” and “demand driven” coaching, as well as ongoing delivery of training and project activities derived from the global CO priorities and local operational needs. This role also supports End to End Delivery Lead in automation initiative, reporting and projects.

Principal Accountabilities:

This role may focus on some or all the accountabilities below, depending on operational requirements. 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.

1. Pricing:

• Set up and maintain end to end pricing data, including confirming pricing, managing price increases and changes, implementing rebates and charge backs, investment deals, invoice accuracy, and resolving pricing related errors and disputes (also covers Distributor DFOA Customers)

• Lead and manage pricing projects with Team Lead

2. Trouble Shooting:

• Provide “One Team” support for Sales in owning and resolving all Deal Making issue resolution. Work to uncover issue root cause of issues and implement sustainable fixes

• Act as resolution owner of Customer complaints. Feedback outcomes to COS Order to Cash colleagues who will communicate with customers

3. Data Integrity Management:

• Maintain master data integrity. Review DQS reports, correct any data errors and track performance against SLA.

• 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

4. 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 Team Lead & Operations Manager

5. Business Partner Engagement

• Build strong relationships with Pricing Managers, 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

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 preferred (Business related major) or equivalent experience

• Previous experience in Customer service or operations

• Experience in Microsoft Office; GSAP/ H3 experience preferred

• Possess a strong Customer service ethic and ability to understand, meet and champion the Customer’s needs, while staying within the policies and procedures of Shell

• Understand Shell’s Play Book and customer value proposition

• Able to demonstrate a continuous improvement mind-set

• Demonstrated communication and relationship building skills

• Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities