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STAS - MCO Turkey

İlan Kapandı.

Bu ilan Shell Petrol A.Ş'nin, Open Resourcing (Açık İstihdam) sisteminin Global Workday alt yapısı çerçevesinde güncellenmesi sonrası erişiminin olmaması nedeniyle Shell Petrol A.Ş. çalışanlarının ilanlara başvuru yapabilmesi için özel olarak yayımlanmıştır. ​

Paylaşılacak ilan linkleri Shell Çalışanları dışında 3. Şahıslar ile paylaşmamanız şirket içi bilgilerin gizliliği açısından çok büyük önem taşımaktadır.

İlan Tanımı

Job Family Group: Commercial and Retail

Management Level: 02

Present Company: TR03 Shell & Turcas Petrol A.S

Country/Region of Work Location: Turkey

Target Hire Date: November 1, 2022

Worker Type: Regular

Posting End Date: October 28, 2022

Business unit: Downstream

Job Requisition ID R96104

Location Istanbul 

Posting Date: 18/10/2022 - 6 days ago

Job Family:  o B2B/B2C Customer Operations

Time Type: Full time

Job Type: Regular

Supervisory Organization:   o DDO/B CO EMEA (Mary Elizabeth Galon) (59711180)

Hiring Manager:  Mary Elizabeth Galon


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

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