Shell Job Recruitment 2023 – Customer Success Lead Posts – Best Job Vacancy In Chennai For Freshers

The Customer Operations Team Leader is responsible for the performance and management of a team of Customer Operations Specialists.  Develop and empower staff, recruit talent, communicate performance status to leaders and manage key business partner relationships. 

This role requires all or some of the accountabilities below to be performed, depending on class of businesses requirements and Journey span.l.

Lead and Manage:

• Lead and manage a team of 8 to 12 Customer Operations Specialists ranging from JG8 to JG6
• Provide leadership support and coaching to team including regular one to ones, IDP coaching, GPA setting

Performance Management:

• Accountable for the overall performance of team members and the team as a whole, positively recognising excellent performance and effectively managing any underperformance

Compliance Management:

• Ensure team acts within strict HSSE, Shell Group Principles and Diversity/Inclusiveness guidelines, leading by example
• Resolve compliance issues that may impact themselves, the office or customer environments

Escalations and Complex Issue Resolution

• Through collaborative leadership, drive resolution of complex customer issues in liaison with partners from other functions such as Sales, Marketing, Supply Chain & Logistics and Credit

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 Operations Manager

Data Integrity Management

• Drive right first time accountability of Customer Set up & Amend within operational team
• Operationalise data quality metrics through full use of data excellence enablers and tool

Other skills & Experience:

• Bachelor degree must (Business related major) or equivalent experience; MBA preferred
• Previous experience in a Customer service
• Has proven leadership track record; Min 3-5 years’ experience as Team Lead

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