Manila& Accountabilities:GET Specialist role is responsible for handling complex expat transactions cases, quality assurance tasks, capability building (including coaching and training) and supporting CI initiatives for the team. This role is integrated in the GET team reporting to the Operations Manager.
Dimensions:
Handle complex cases for the regional team (e.g. SEG requests).
Main focal point for MDU, Retro-active pension, Rotator calendar and Education.
Assist Team Leads and SMEs in handling complex/escalation cases. Translate the support and interventions into learning/coaching moments for the advisors.
Provide on the job coaching and feedback to GET Advisors as well as assisting in handling policy and process queries. Support in cultivating and embedding world class customer service (behaviors, competencies and skills) among the team of advisors.
Coordinate and deliver the required ad hoc and planned trainings and workshops to address knowledge and skill gap, ensuring specific team's needs are met in timely manner. This includes the New Joiners onboarding, training in soft skills and communication as well as QA-related trainings.
Plan, execute and support Quality Assurance activities as agreed with the Ops Manager and Team leads, ensuring compliant and quality process delivery consistent with the design, service delivery standards, controls and requirements. These could be broken down (but not limited to) to the following tasks: Quality check, GET Survey Analysis, WIP analysis, CLI etc.
Work closely with Operational Team Leaders sharing results of coaching and quality assessments (e.g. Quality Checks) to support building of consistent development goals and focus areas, in line with individual GET Advisors competency assessment and IDPs.
Partake in CI projects. Proactively identifying gaps and proposing opportunities for improvement on processes and training needs for operational efficiency and upskilling of individuals respectively. Act as a change ambassador in CI and new initiatives roll out to embed changes.
Attend and contribute into global forum for specialists to assess and align priorities, process & ways of working, training and coaching agenda as well as delivery approach.
Responsible for knowledge management (of the relevant training materials under GET scope) for the team, ensure that information is maintained and team members are updated on the changes. Work with Learning and relevant program content.
Create, review and update existing documentation to reflect policy changes or correct ways of working.
This position is BCP Critical.
Requirements
Skills & Requirements:Collaboration:Demonstrate ability to contribute to and influence the competitive performance of the GET operations team through effective collaboration and partnerships with the relevant parties in delivering coaching, trainings and driving CI initiatives for the team.Growth:Ability to adapt to the changing demands and requirements. Proactively contribute to the improvement ideas and initiatives.Performance:Set and maintain a high standard of professional and operational excellence in delivery of individual performance targets; provide coaching, drive towards compliance, quality and great employee experience.Authenticity:Demonstrate resilience and the ability to work consistently under pressure and through challenges and change management cycles.Additional Requirements:International Mobility knowledge on policy & processStrong IT skills and working knowledge of MS Office
• SAP (Shell People) experience an advantage • leadership and organizational skills to meet deadlinesCustomer-focused attitudeMinimum 3 years work experience – previous experience in Shared Service, Call Centre, Service environment is an
AdvantageAbility to deal with large and complex volumes of informationDemonstrate passion and/or experienced in coachingGood facilitation skills (as required in conducting training)Ability to motivate and drive a high performing team
Company Description
Start Something RemarkableShell Business Operations (SBO) Manila is focused on driving excellent corporate performance in Finance, Human Resource, Customer Service, Order-to-Delivery, and Contracting and Procurement. We enable Shell to operate in a global-competitive and ever-changing business environment.A career in Shell will offer you remarkable opportunities for growth, true experience across different business areas and the tools you need to discover and develop your skills within the energy industry.We’re looking for qualified individuals with the drive to create significant business impact, as well as to collaborate with a team of professionals with diverse backgrounds. If you are a great team player, possess superior communication skills and problem solving abilities, join us and see the impact that you can make across our global business.
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 Royal Dutch/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.
Employment TypeFull Time
Work Location
Manila
SBO LocationManila
