Customer Fulfilment Operations Lead

The world’s biggest challenge needs you, here.
  
Big challenges require big solutions. And the transition to a net-zero world is about as big as it gets. Working at Powershop, which is part of Shell Energy Australia – will put you at the heart of that endeavour. 
  
Lead the change, from the frontline
  
Based in Melbourne the Customer Fulfilment Operations Lead is a key member of the Retail Operations team, the Customer Fulfilment Operations Lead ensures the efficient execution and optimisation of processes related to customer site gains and losses including retailer switches and movers. In addition, this role oversees critical supporting process such as life support.
  
Collaborating with third party service and system delivery partners, this role requires a proactive hands-on retail energy professional capable of delivering operational excellence with a continuous improvement mindset.
  
With respect, honesty, and integrity you will work closely with the head of Retail Optimisation and Operations, your immediate team and third-party service providers, you are accountable for:

• Ensuring the delivery of day-to-day site gains/loss (transfers), movers and life support processes including exception management, ensuring accuracy and compliance with industry standards and regulations.
• Developing and maintaining operational procedures, controls, and reporting processes to ensure efficient and effective operations.
• Leading 3rd party service delivery partner support teams ensuring they are delivering to agreed outcomes.
• Working closely with internal and external stakeholders to deliver on supporting processes that enhance customer experience and reduce operational costs.
• Defining requirements for dashboards to present operational performance against targets.
• Providing guidance across and within the operational business and acting as an escalation point.
• Identifying and articulating improvements to processes including working with data specialists to support decision making based on facts.
• Being the subject matter expert and customer champion for Customer Fulfilment processes including site gains/loss (transfers), movers and life support.

What you’ll bring
  
Here’s what you’ll need to thrive in this role:

• Proven energy industry experience working within the residential/SME market. Customer switches/movers experience essential. Working knowledge of life support processes desirable.
• High level of communication and interpersonal skills and ability to work with external service providers and various internal teams to deliver to agreed outcomes and achieve business improvements.
• Working knowledge across key back office operational processes (i.e., transfers, metering and billing and market-based interfaces)
• Ability to define business rules and document processes.
• Experience in analysing processes and recommending improvements.
• Understanding the importance of data, capable of working with expert data teams to design and implement reporting dashboards.
• Genuine commitment to customer needs
• Self-driven & motivated -Takes responsibility for own time and effectiveness and adapts to competing business priorities.
• Able to influence views respectfully, with structured & reasoned points of view.
• Demonstrated business acumen and adapts to competing business priorities.

Why join our team
  
Every day, our people bring deep expertise, innovation and investment to help our customers - and the world - reduce their environmental footprint. You can be part of that change.
  
Here are the top reasons why our people choose us:

• Purpose that you can see. As the Customer Fulfilment Operations Leadyou’ll have the best shot at energising a better future, one customer at a time.
• Work that’s interesting, innovative and high impact. We hope you’ll love the challenge and opportunity to achieve - for our customers and for you.
• People who bring the expertise and drive to succeed. Our team is respectful, inclusive, and supports connection and collaboration.

We think you’ll love it here too. Some of our benefits include:

• Competitive remuneration packages, including an attractive incentivised bonus program.
• Generous paid parental leave options that give team members more time to enjoy what matters most.
• Flexible working arrangements, with modern workplaces and technologies that support new, hybrid ways of working.
• An Employee Assistance Program for you and your family when you need it.

Join us. Together, we can make the difference count.
  
Shell Energy is an Equal Opportunity Employer that values the diversity of its people. We do not discriminate on the basis of gender, race, religion, colour, national origin, sexual orientation, age, marital status, veteran status or disability.