Shell

Job Description:

Manager Customer Operations (MCO) Turkey role;

• Direct Accountability for Customer Operations Strategy/Operational activities for 6 different lines of businesses supported in Turkey which requires different set of knowledge for each businesses due to the complexity and non-streamlined processes/systems. Is responsible for the front-line, deal making activities and customer billing activities of all Shell Turkey – handling around 0,8 million customer activities annually. For example, the Mobility business is the largest business by interactions globally – with more than 1 million interactions annually. In addition, the role has accountability for invoicing activities for All business in Turkey (such as global business which are not under the role’s direct scope).

• Key member of Shell Turkey JV’s EMT and Country Coordination team, manages one of the biggest teams in Shell Turkey.

• Leader of Community with a Turkish team of 80 Shell FTE’s (6 Team Leaders) + around 10 contractors including supervisors that manage others.

• In addition to the Turkish Team, the role is the contract owner of the local agent which gives temporary manpower support to Shell Turkey, EMEA and Fleet & Sectors teams ( annual contract value is around 1 million $, about 60 third party contractors). This is a complexity not seen in other comparable MCO roles in other OU.

• Owns the vision of the Customer Operations’ transformation journey and translate it into local organization for delivering the best customer experience in the market.

• Turkey is not fully regulated market, however, regulations changes frequently and on the spot. These require immediate update in the contracts of informing dealers/customers on time that this team deals with these changes.

• Generates revenue & directly contributes to the bottom-line of the Lubricants business via Customer Commercial Specialists located in-market ( 0,9 Million $ C3 – 800 m3 volume )

• Leads and champions of RPA ( robotics automation process ) and continuous improvement projects of local team.

• Senior Stakeholder relationship throughout entire organization with multiple global/regional/local business leaders, customers and external partners on a strategic level and manages opposite interests.

• Aligns policies, activities and processes of own discipline with other organizational processes.

• The Customer Operations team is feeding the other businesses for talents. So the role is creating the pipeline for whole country businesses.

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 Internal: MCO Turkey