Flex Operations Manager

Job title:

Flex Operations Manager

Company

Shell

Job description

, United KingdomJob Family Group: Commercial and RetailWorker Type: RegularPosting Start Date: January 9, 2025Business unit: Downstream and RenewablesExperience Level: Experienced ProfessionalsJob Description:Where you fit inThis is a great opportunity to join our operations team to lead our Flex Operations function. Reporting into the Senior Operations Manager Industrial & Commercial (I&C), you will be responsible for the management of Shells I&C flex customers operational requirements including billing, account health and day to day account communication.With a team of Flex Account Managers you will ensure excellent customer outcomes, by understanding each customer requirements and expectations. With a detailed understanding of Flex Customer operational expectations, you will demonstrate the ability to build and lead an established team, continually developing processes to support Flex Customers on an effortless consume-bill-pay journey.The role supports our business’ aim to deliver great customer outcomes by providing personalized service to customers and brokers; and to drive cost competitiveness through operational excellence and continual improvement in processes & systems.You will get the opportunity to support the development of our Flex product offering working with colleagues across the wider Shell Energy UK (SEUK) to grow a critical part of our UK business.What’s the role?Your focus will be to deliver improvement, and create a proactive team achieving “best in class” performance levels in the following areas:Customer

• Optimise customer journeys throughout the contract lifecycle with clear and timely communication on aspects such as onboarding, renewals, side additions & losses.
• Deliver on KPIS including:

• Timely and Accurate Billing of the Power & Gas Flex portfolio (including reconciliation of Pass Through charges)
• Adhering to phone and email query response SLAs
• Minimising the overdue debt position of the Flex portfolio
• Drive a ‘Know Your Customer’ mindset through building strong relationships with regular touchpoints with customers & well-maintained account plans in place for all customers for use as a primary tool in customer insight and interaction.
• Identify any changes to key operations processes and work with the wider teams to proactively implement any changes in a timely way to meet satisfy or exceed customer needs.

People & Culture

• Drive a performance mindset through coaching & QA & regular 121s.
• Build the team’s product & market knowledge to add value to customers & support the individual’s development.
• Accountable for all aspects of people management of the Flex Operations Team
• Collaborative – ability to work with colleagues across Operations and other functions like Sales, Commercial, Finance & IT

Compliance

• Exhibit a good understanding of processes that will require monitoring and maintenance from a regulatory compliance perspective. (e.g. Ofgem, Elexon)
• Adhere to group quality standards focused on creating operational excellence.

What we need from youYou will need the following to help you make the best of the role:

• Significant experience working with flexible energy contracts
• Experience working with Junifer for operational delivery to Flex customers (ideally)
• Experience in building strong working relationships with contacts at all levels, including senior executives.
• Commercial awareness including analytical skills.
• An experienced manager with demonstrable experience of coaching & driving performance.
• Strong attention to detail and problem-solving skills.
• Naturally inquisitive & results driven, able to meet deadlines, strong organizational skills.

If you don’t see yourself fully reflected in every job requirement listed on the posting above, we still encourage you to reach out and apply. Research has shown that not everyone often applies when they do not feel 100% qualified. We are committed to creating a more equitable, inclusive, and diverse company and we strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply. We look forward to receiving your application.Flexible workingWe are keen to support flexible working arrangements, subject to local regulations and legislative frameworks. If this is of interest to you, please describe in your application the type of flexible working arrangements for which you would like to be considered (e.g., part-time, job share).About Shell UKShell is an international energy company that aims to meet the world’s growing need for more and cleaner energy solutions in ways that are economically, environmentally, and socially responsible. It is one of the world’s largest independent energy companies, operating in more than 70 countries.Shell has a global target to become a net zero emissions energy business by 2050. This means that Shell aims to be net zero on all emissions generated by its operations and the energy needed to power them. The company is working with customers, business, and governments to address emissions across different sectors.In March 2022, Shell UK announced an ambition to invest between £20 to £25 billion in the UK energy system over the next decade, more than 75% of which is intended for low and zero-carbon products and services including offshore wind, hydrogen, and electric mobility. These investments, which are subject to board approval, aim to propel the UK closer to net zero whilst intending to stimulate economic growth and jobs.Our people are our greatest asset, and our commitment to your career will see you thrive in a work environment that offers an industry-leading development programme. When your ideas travel, Shell will benefit, and innovation will thrive. Shell has a key role to play in helping meet the UK’s growing energy demand, whilst using innovative technologies to develop cleaner energy. We are one of the largest FTSE 100 company in the UK by market capitalisation and make a significant contribution to the UK economy.An innovative place to workThere’s never been a more exciting time to work at Shell.Join us and you’ll be adding your talent and imagination to a business with the ambition to shape the future – whether by investing in oil, gas and renewable energy to meet demand, exploring new ways to store energy, or developing technology that helps the world to use energy more efficiently, everyone at Shell does their part.An inclusive place to workTo power progress, we need to attract and develop the brightest minds and make sure every voice is heard. Here are just some of the ways we are nurturing an inclusive environment – one where you can express your ideas, extend your skills, and reach your potential.

• We’re creating a space where people with disabilities can excel through transparent recruitment process, workplace adjustments and ongoing support in their roles. Feel free to let us know about your circumstances when you apply, and we’ll take it from there.
• We’re closing the gender gap – whether that’s through action on equal pay or by enabling more women to reach senior roles in engineering and technology.
• We’re striving to be a pioneer of an inclusive and diverse workplace, promoting equality for employees regardless of sexual orientation or gender identity.
• We consider ourselves a flexible employer and want to support you finding the right balance. We encourage you to discuss this with us in your application.

A rewarding place to workCombine our creative, collaborative environment and global operations with an impressive range of benefits and joining Shell becomes an inspired career choice.We’re huge advocates for career development. We’ll encourage you to try new roles and experience new settings. By pushing people to reach their potential, we frequently help them find skills they never knew they had, or make career moves they never thought possible.–DISCLAIMER: Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Shell/Shell Group companies around the world. The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand. Shell is an Equal Opportunity Employer.

Expected salary

Location

Milton Keynes

Job date

Sat, 11 Jan 2025 04:45:00 GMT

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