Customer Operations Manager

Shell - Johannesburg, Gauteng

Job closed


Contract type
Application deadline


Customer Operations Manager

Job Description

Job Purpose:
The Customer Operations Manager is accountable for the daily operations of the Customer Operations Team. This role plays a critical part in the delivery of Shell’s Customer Fulfilment Cycle. The incumbent will lead a high performing team of Customer Operations Specialists, servicing multiple businesses across an OU or Region. The Customer Operations Manager actively manages relationships with Customers, Sales, business partners and team members to ensure delivery of a world class Customer experience.

Principal Accountabilities:
Strategic Planning and Change Management
  • Work strategically to create and maintain an annual operational plan that will deliver performance requirements and change initiatives
  • Adapt the business to changing contexts, courageously take appropriate risks and innovate
  • Work together with business partners to understand local business priorities and embed them into operational strategic planning within Customer Operations
  • Work closely with the Customer Operations Deployment Team to manage local project deliverables, as part of the overall business change agenda
  • Responsible for the local operational team resourcing plan
  • Manage day-to-day budgets
Leader of Community
  • Manage, motivate, lead and develop staff for great performance and engagement of the overall OU team
  • Provide leadership support and coaching to Team Leaders, leading by example with regular one to ones, IDP coaching, GPA setting
  • Actively manage succession planning
  • Use and promote the Shell Employee Value Proposition
Active Local Leadership Team Member
  • Work together with other local Operations Managers and the Customer Operations Excellence (COE) Manager to lead the local Customer Operations effectively
  • Drive cross OU best practice, policy alignment and people priority decision making as a key member of the local Leadership Team
Performance Management
  • Focus on delivering an improved Customer experience as measured by the CSI transactional survey
  • Responsible for action taken to address the cause of customer dissatisfaction, identified via customer feedback (e.g. Complaints, Tell Shell, Close the Loop and the Customer Satisfaction Index) and OTC Councils, developing agreed action plans and working through to execution
  • Accountable for delivering against the agreed Service Level Agreements with the businesses
Business Partner Engagement
  • Establish a strong connection with Leadership and team members within the businesses that the operational team supports
  • Act as a strong contributor on Leadership forums and business assurance review meetings, ensuring alignment on common business agenda items
  • Support the Sales team to focus on top line growth
  • Partner with key interfaces to ensure delivery of successful e2e customer experience this includes close collaboration with relevant Sales, Marketing, OST, OTD and Credit Teams
  • Ensure positive and sustainable work relationship with staff councils and closely collaborate with respective HR functions
Commerciality and Business Knowledge
  • Demonstrate a commercial mind-set and support the team in understanding their role in driving business value
  • Develop team’s business acumen and market knowledge
  • Work to grow the business and the value that Customer Operations can bring to business partners
  • Drive Operational Excellence through achievement of acceptable level of data quality while ensuring cost effectiveness
Continuous Improvement
  • Set and meet targets for Continuous Improvement initiates that bring value to the business and are aligned to the business strategic focus
  • Use Leader Standard Work and continuous improvement methodologies for daily and weekly performance management and act as a role model to drive a continuous improvement mind set in Customer operations
  • Work in partnership with Customer Excellence and Continuous Improvement teams to optimise the service delivery and identify opportunities for continuous improvement, in compliance with the design and change request processes
Compliance Management
  • Ensure the relevant Shell Group policies, including HSSE Adherence and undertaking of mandatory training are adhered to
  • Responsible for ensuring that HSSE, local legal and fiscal, and the Shell Group policies and procedures are clearly communicated, understood and adhered to within operational teams
  • Control Owner for Customer Service Operations, as per the Group Controls Framework
  • BCP and DRP Ownership:
  • Accountable for the execution of the Business Continuity plan for Customer Service Operations
  • First point of contact for evoking BCP/DRP and responsible for informing Stakeholders
  • Conduct periodic tests and ensure plan is up to date, with input from Customer Operations Support Lead
  • Ensure appropriate action plan in place and progress monitoring until full recovery is undertaken
  • Ensure sufficient resources are in place to manage a BCP or DRP period
  • Ensure all staff have undertaken the appropriate BCP training

Auto req ID



Commercial Business to Business (B2B)

Country of Work Location

South Africa

Employment Type

Full Time

Company Description

The world faces energy challenges that are becoming more complex each day. We’re looking for people who share our passion for taking on those challenges with cutting edge technology, innovative thinking and a commitment to properly managed risk. Shell develops and operates some of the largest and most complex projects in the world and we always endeavour to work at the leading edge of technical innovation.


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is an Equal Opportunity Employer.

Work Location



  • Bachelor degree preferred (Business related major) or equivalent experience
  • Strong people management experience as a leader of teams or leader of community
  • Experience in coaching and developing others
  • Operational leadership experience will be essential (ideally Commercial leadership, Sales or Service Centre operational back ground)
  • Experience in managing simultaneous change management initiatives & projects, at the same time manage multiple priorities to meet business partner expectations
  • Able to put Customer centricity at the heart of the role, inspiring a team to deliver an exceptional Customer experience
  • Able to develop an extensive network of contacts, subject matter experts and decision makers across the business to help resolve issues
  • Able to apply Continuous Improvement behaviours to lead improvement initiatives
  • Demonstrate relationship building and influencing skills, across several levels, including team members, business partners and leadership teams
  • Demonstrate an in-depth knowledge of the business this role supports
  • Demonstrate a broad understanding of existing structures within Shell & their interdependencies, and a preparedness to challenge these
  • Full knowledge of IT applications within scope of responsibility
  • Full knowledge of Group Policies and Standards

City, State (if applicable)



Min education
University attendance
Required experience
none Years
Not defined
Not defined
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