Ci/cex Lead India Job In Shell In India, Chennai

General Position DefinitionGeneral Position DefinitionThis role is part of the Customer Operations (CO) India and the primary focus is to drive towards a culture where a single CO organization focuses on customers and delivers a best in Market Customer Experience and Value for ShellJOB PURPOSE: DIMENSIONS: PRINCIPAL ACCOUNTABILITIES: KEY CHALLENGES: KNOWLEDGE & EXPERIENCE:Position description - PurposePurposeThe CI Lead is accountable for coaching and modelling Continuous Improvement (CI) and CI tools and behaviors to drive improvements to deliver a Best In Market Customer Experience and maximise business valueThe role will also support the MCO India in the digital transformation efforts ongoing in Customer OperationsPosition description - AccountabilitiesAccountabilitiesAccountabilities - Embed CI culture by role modelling and embedding CI tools- Raise CI awareness & share CI best practices- Support CI Practitioners via coaching in their delivery of both competency development and project execution- Prioritize CI improvement initiatives/opportunities- Lead / Resource for local CI / customer operations excellence projects- Lead L1 and L2 Value Delivery targets for CO India- Demonstrate Customer First behaviours and act as the Customer 1st Ambassador in collaboration with Global Customer 1st Lead sharing best-practices and feedback loops- Championing C1st agenda (through local Customer 1st focal points) by deploying the easy, personal and value added approach through agreed Customer 1st Action Plan aligned to respective LT priorities- Own and leverage GC CO Customer 1st Competition and local Rewards and Recognition schemes to drive Easy, Value-adding approach- Embedding customer centric design in our operations (eg.

through participation in customer journey mapping)- Lead Digital capability development within CO India teamPosition description - DimensionsDimensionsa) CoB & Geographical coverage: India, covering Retail, Commercial Fleet, Lubes, Marine Lubes and T&S (Commercial Fuels)b) Primary stakeholder relationships: TLs, Central CI team, CI Counterparts in other businesses/functionsPosition description - Special ChallengesSpecial Challenges- Building an E2E community of CI practitioners and ambassadors across functional boundaries (so working not only with Sales & Customer Ops inside OTC but also with counterparts in Sales/Mktg, LSC, FO etc)- Capability building and culture generation within CO team on Customer Mindset, Digital & CI- Influencing without formal authorityPosition description - Additional commentsAdditional commentsExperience and Qualifications requiredExperience and Qualifications required- Educated to College or University degree level or equivalent- Experience in coaching, motivating, and providing guidance to teams and/or individuals- Proven experience in identifying and delivering improvements- Strong stakeholder management experience: Building and maintaining effective relationships- Strong Project Management ExperienceAdditional commentsKey Competences requiredCompetenceLevelDemonstrated evidence of Enterprise first values and behaviours will be taken into account during the selection processCommercial & Economic Acumen: SkillManaging Customer Experience: SkillProject Delivery: SkillChange Management: KnowledgeValue Chain Understanding: KnowledgeCI: MasteryAdditional commentsLeadership Attributes - Individual Performer (Strong in Collaboration and Performance)Strong Commercial Mindset

Shell is looking for .

Shell is looking for Any Graduate / Post Graduate profile candidates.