Delivery & CI Lead, Control Analyst

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Role Overview

The Customer Service Centre (CSC) is responsible for activities from order receipt through billing for Shell lubricants and greases, including:

·        Order management, including order confirmation, cancellations, changes, and inventory checks

·        Customer communication (inquiry handling is outsourced)

·        Internal support, including responding to inquiries from branch offices and the Supply team, and coordinating inventory

·        Management of billing and pricing master data

·        Administration of systems such as order entry systems, SAP, EDI, and OCR

·        Improvement of customer satisfaction through enhanced service capabilities

·        Sales support through customer data analysis and provision of insights to the Sales team

·        Marketing support, including report distribution and delivery-date response emails

Note: Transportation and logistics activities are managed separately by the Supply team.

Key Responsibilities

The primary responsibility of this role is to lead the CSC master data, CRM, controls, and continuous improvement functional area and translate Customer Operations strategy and objectives into executable functional plans. The role is accountable for delivery of these plans, governance and control effectiveness, cross-functional alignment, and realization of measurable improvements in customer experience, data quality, compliance, and operational efficiency.

1. Governance of Master Data and CRM-Related Areas

Own and lead the CSC master data, CRM, and control functional area across SAP and related systems, setting priorities and direction within agreed Customer Operations policies, objectives, and control requirements.

·        Translate Japan business strategy, Customer Operations priorities, and control requirements into functional plans, system requirements, implementation roadmaps, and success measures, and remain accountable for their realization.

·        Define the governance framework and operating model for SAP-related and CRM systems, including Salesforce, telephony systems, and Sansan.

·        Establish, approve, and maintain business processes, operating models, controls, decision rights, and system operating procedures for new or changed activities, exercising autonomy within delegated authority.

·        Determine the business response to system incidents and specification changes by assessing customer, compliance, data, and operational impact, setting priorities, defining mitigation and recovery strategies, and coordinating implementation with global and local stakeholders.

·        Set and govern standards for data fields, data-entry rules, process controls, system usage, and data ownership, and ensure consistent adoption across the CSC and the outsourced service provider.

·        Define the master data control framework and quality standards, determine remediation priorities for material gaps, and ensure sustainable preventive actions are implemented and embedded.

2. Data Analysis and KPI Management

·        Define the CSC performance and control reporting framework, including relevant KPIs, success measures, reporting priorities, and escalation thresholds, and provide operational input to departmental decisions.

·        Use customer, operational, risk, and control insights to identify improvement opportunities, prioritize the CI portfolio, sponsor end-to-end process redesign, and ensure delivery of measurable business value through cross-functional stakeholders.

3. Functional Leadership, Controls, and Change Delivery

·        Develop and manage the functional operating plan and CI portfolio, including priorities, risks, dependencies, resources, milestones, and success measures, in alignment with Customer Operations objectives.

·        Act as the accountable functional lead and primary decision-making interface for master data, CRM, controls, and CI matters across the CSC, Sales, Finance, IT, Supply, and relevant global teams.

·        Lead cross-functional discussions, resolve competing requirements, obtain stakeholder alignment, and determine the operating approach for new business requirements, systems, controls, and change initiatives.

·        Provide functional leadership to CSC employees and the outsourced service provider, clarify responsibilities and decision rights, and ensure execution against agreed service, quality, compliance, and control expectations.

·        Monitor performance and control effectiveness, initiate corrective actions or escalation where outcomes are at risk, and remain accountable for closure and benefit realization.

·        Represent the Japan CSC function in local and global forums, provide operational input to departmental strategy, and influence decisions affecting customers, controls, data, and internal operations.

·        Sponsor and lead change implementation, including stakeholder communication, readiness, adoption, and post-implementation review.

Objectives

·        Deliver the agreed functional operating and CI plan and maintain stable, controlled, and efficient master data and CRM capabilities that support Customer Operations objectives and high customer satisfaction.

·        Ensure clear accountability, effective performance and control management, and strong engagement across the CSC and the outsourced service provider (SROS).

·        Achieve and maintain a targeted customer satisfaction indicator.

Required Capabilities, Experience, and Skills

·        Strong working knowledge of SAP SD (Sales and Distribution), master data, CRM, and their application to end-to-end Customer Operations processes

·        Demonstrated experience translating business strategy and objectives into functional plans and delivering results through cross-functional stakeholders

·        Experience in functional governance, operational controls, data management, change leadership, and end-to-end process improvement, including Business Process Re-engineering and process standardization

·        Advanced proficiency in Microsoft Office applications, including Excel, Word, and PowerPoint

·        Advanced analytical capability to convert complex customer, operational, and control data into priorities, decisions, and measurable improvement plans

·        Professional Japanese proficiency in reading, writing, and speaking for communication with customers and internal stakeholders

·        English proficiency sufficient to influence and coordinate with global stakeholders through written communication and virtual meetings

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