, Philippines

Job Family Group:

Commercial and Retail

Worker Type:

Regular

Posting Start Date:

Business unit:

Downstream

Experience Level:

Early Careers

Job Description:

Principal Accountabilities:
 

This role that will strongly leverage the use of current project management structures and the new Agile ways of working.  As such T-Crew members will be accountable for: 

• As a process expert will be part of different kaizen groups to identify current process gaps in the 3 main customer journeys that need to be bridged to achieve our transformation strategy.

• Act as a front-line resource for agile hubs in the review of existing processes and the creation of user stories as they develop MVP plans

• Engage with front-line process owners across different functions to help identify opportunities, implement improvements, and manage change and engage.

• Work closely with their T-crew team members to manage, measure, and complete identified activities in a sprint as part of the scrum.

• Work closely with the Scrum master in developing the user story, defining product backlogs, sprint planning, and managing the cadence to complete the scrum.

• Act as product testers and first adapters when new technology-driven solutions are rolled out to help improve efficiency and drive better customer experience.

• Work closely with both local and offshore agile hubs in implementing and launching new processes and tools on the front line.

• Act as super users, trainers, and change advocates when new innovations are rolled out.

• Embeds controls, tracks key performance indicators, and provides support for different aspects of any new Agile rollout.  Participates in post-sprint reviews to drive continuous improvement in planning and implementation.

The successful candidate will report to the T-Crew Scrum Master under the North America Organization.

Additional Job Description

• Customer Language Proficiency (at least 1 if multiple language business) – C1

• English Language Proficiency – B2

• Proficiency in MS Excel and MS Access, BI, and other tools for data analytics

Other Skills & Experience: 

• Bachelor’s degree preferred (Business related major) or equivalent experience

• Previous experience in Customer service or operations

• Experience in Microsoft Office; GSAP/ H3 experience preferred

• Possess a strong Customer service ethic and ability to understand, meet and champion the Customer’s needs, while staying within the policies and procedures of Shell

• Understand Shell’s Play Book and customer value proposition

• Able to demonstrate a continuous improvement mindset

• Has gone thru the CI awareness module.

• Has, as part of a team or individually, contributed consistently in delivering value thru JDIs, and/or other LEAN-driven projects.

• Demonstrated communication and relationship-building skills

• Has a working awareness of Shell’s basic change and engage playbook.

• Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities

• Will be reporting on Night Shift (US Time zone – 8 am to 5pm CST )

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