Shell

Job Description:

Do you want to be part of the most important business transformation so far in the Customer Operations space in Shell?

Customer Operations is embarking on an exciting and transformational journey called Customer Operations 4.0 (CO4.0). A key element of the transformation is to establish ways of working that unleash our talent and ensure we continue to accelerate towards our Mission of being able to Deliver a market leading Customer Experience and business value, at an affordable cost.

Key to this is the creation of several agile teams, (T-CREWS) that will work using SCRUM methodology to deliver efficiency and value adding products using dedicated and focused resources.

Principal Accountabilities:

We are looking for an individual who would become one of our transformation team members. This team would work in an Agile mindset to tackle several challenges related to transformation of our Mobility, SFS and Lubes in Europe.

This role sits in Turkey’s Customer Operations team and closely works with regional T-Crew team, Scrum Masters and global product owners.

Key accountabilities of the role;

• Being the key focal point of Turkey in implementing global transformation projects in Mobility, SFS, Lubs etc.

• Write user stories and provide support in detailing the functional requirements

• Review and agree on the detailed functional requirements, agree on the technical solution and prototype

• Review test scripts and provide acceptance for the same

• Partner with regional/global operations teams and journey teams to become the ambassador for business and process transformation delivered through product features

• Continuously identify, suggest and drive processes that can be automated through the lens of Continuous Improvement and Customer & Employee Obsessed!

• Provide timely update during weekly Scrum huddles, product collaboration calls and deliver within committed timeline on tasks assigned

• Own data requirement gathering and analysis for your features, deploy completed digitize processes/products for your features and gather feedback for improvement

• Partner Business Leads and Change Agents/Superusers to advocate change

• Continuously research markets and industries to learn, compare and create digital processes/products that deliver a best in market customer and employee experience

Requirements

• Excellent communication skills and fluent in English both verbal and written

• Highly Innovative and Creative and have strong interest in Digital advancements

• Strong Project Management experience.

• Possess strong connection with Operations, sound understanding of processes, pain points and how to improve efficiency / productivity

• Good knowledge and experience in developing products using digital tools. It doesn’t need to be working experience; personal experience also counts! Video creation & editing and basic coding are part of the experiences that we are looking for.

• A proven track record in applying principles of continuous improvement, standardization and simplification of business processes

• Ability to effectively communicate and work across organizational boundaries with a diverse set of Stakeholders

• Working knowledge of Agile and Scrum framework an advantage

• Essential behaviors: open to New Ideas, passionate, strong Team Player and Collaborator, possess Positive Mindset, Highly-Driven and Self-Motivated, strong Change Advocator, strong sense of Ownership, Highly Resilient