Ops Support (Invoicing, Nat Gas Analyst)

The Role
What is the rolePurpose & Accountabilities:Act as a conduit between NA business partners and Manila team:Keep informed on business changes, new business, pipelines and customersAs market rules, customer base, and business processes evolve, serve as a NA local business focal point to understand and assist in the implementation of any change in requirements of back office (e.g. understand & implement confirmation language changes, billing calculations, customer impact, balancing processes, etc.)Take pulse of business perception of new team performance, working with Manila management to address business feedback and requests for changes in service levels, including regular periodic visits with departments across all stakeholders impacted by Manila performance (Sales/Origination, Trading, Contracts, Credit, Tax, Risk, etc)Work with the business to understand new business scenarios, how to accommodate these in the systems and the required levels of customer careUnderstand TSA settlement process to be able to troubleshootBring visibility to customer categorization, accountability for each customer, VA and CSA support processes Identify opportunities for process improvement across NA business partners and Manila teamsWhere necessary help the business partners and the Manila team troubleshoot system and processing issuesSupport KYC settlements inquiry escalation as needed (e.g. Financial Crimes investigations, etc)Act as a conduit between external customers and Manila teamAddressing customer feedback and requests for changes in service levelsUnderstand new customer requirementsTake pulse of customer perception of new team performanceTranslate customer feedback on Manila performance into actions to improve performanceWhere necessary help the Manila team troubleshoot system and processing issuesWhere appropriate, coach the Manila team to deliver high performance customer care and support to business partnersAddress identified knowledge gaps - process/system/business/customerEnsure the analysts understand new business scenarios, how to accommodate these in the systems and the required levels of customer careReview KPI data and identify improvement opportunitiesPeriodic reviews of process effectiveness and customer careIf required, visits to Manila to provide face to face coaching and communication of business changesEnsure full understanding of Energy Retailer and Retail Gas structures and support processes.Work to develop closer working relationships with dependent remote teams and deepen their understanding of the SENA business and its sensitivities:For example, ensure the timely dispatch of invoices by helping tax teams with tax coding issues, participating in the improvement/modification of our tax process as necessaryAssist NA and Manila teams with any forthcoming changes to the system landscapeWhere necessary work with system support/IT to test and implement system and process improvements to meet business needs (Endur, Salesforce, KSTAT, etc)Develop capability to offer effective scheduling supportLearn scheduling tasks such as nominations and pathingSupport Manila team in responding to audit requestsSupport Brazil team in volume actualization and settlement support. This includes ad hoc research and problem resolution / research in a newly formed business.Work with Deloitte and Manila team to ensure accurate invoicingSupporting process documentation and trainingBackup Brazil VA and settlement team as neededDimensions:This role will be a part of the SENA Gas Operations Team within the SEAm organization to work as a subject matter expert as well as a liaison to the business to support activities for proper volume actualization and gas invoicing and settlements, working with North American teams (Sales, Origination, Trading, Commercial Operations), global teams in SBO Manila and Chennai, as well as many third-party trading partners and pipelines. This role will work collectively with the SBO Manila team that handles transactional activity on behalf of SENA such as volume actualization, and resolution of escalated issues preventing invoice settlement.The work is carried out using IT systems such as Endur, Salesforce, Spotfire, and SAP. Continuous Improvement is a core function of the team.Skills & Requirements:What we need from youMust have legal authorization to work in the US on a full-time basis for anyone other than current employer.Bachelor's Degree required.3 or more years of natural gas experience or related invoice, settlement, and volume actualizationThey must be highly motivated and possess strong analytical, problem solving, and troubleshooting skills in order to recognize and solve problems quicklyHighly effective planning, organizational skills and attention to detail are essential to meet the departments demanding schedules and goalsStrong stakeholder management skillsMonitor KPI metrics, including customer satisfaction and complaint managementAdditional InformationSpecific to the San Diego SME role, the successful candidate will need to retain accountability for all volume and settlements activities related to the BioGas portfoliosPossible volume and settlement support for the Mexico business as neededCompany descriptionShell is a global group of energy and petrochemical companies with about 84,000 employees across more than 70 countries. We aim to meet the world's growing need for more and cleaner energy solutions in ways that are economically, environmentally, and socially responsible. We have expertise in exploration, production, refining and marketing of oil and natural gas, and the manufacturing and marketing of chemicals.As a global energy company operating in a challenging world, we set high standards of performance and ethical behaviors. We are judged by how we act and how we live up to our core values of honesty, integrity, and respect for people. Our Business Principles are based on these. They promote trust, openness, teamwork, and professionalism, as well as pride in what we do and how we conduct business.Building on our core values, we aspire to sustain a diverse and inclusive culture where everyone feels respected and valued, from our employees to our customers and partners. A diverse workforce and an inclusive work environment are vital to our success, leading to greater innovation and better energy solutions.An innovative place to workThere's never been a more exciting time to work at Shell. Everyone here is helping solve one of the biggest challenges facing the world today: bringing the benefits of energy to everyone on the planet, whilst managing the risks of climate change.Join us and you'll add your talent and imagination to a business with the power to shape the future - whether by investing in renewables, exploring new ways to store energy, or developing technology that helps the world to use energy more efficiently.An inclusive place to workTo power progress together, we need to attract and develop the brightest minds and make sure every voice is heard. Here are just some of the ways we're 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.
Read more
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 participates in E-Verify. All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, age, religion, disability, sexual orientation, gender identity, protected veteran status, citizenship, genetic information or other protected status under federal, state or local laws. Shell is an Equal Opportunity Employer - Minorities/Females/Veterans/Disability. As a US Federal Contractor, hiring selections are subject to periodic audit review and documentation of your selections should be maintained for a period of three calendar years. It is the policy of Shell in the U.S. ("Shell") to provide equal opportunity to all individuals, employees and all qualified applicants for employment consistent with employment requirements and qualifications. Shell prohibits discrimination based on race, color, sex, national origin, age, religion, disability, sexual orientation, gender identity, veteran status, citizenship, genetic information, or other protected status under federal, state or local laws. All employees are expected to support this policy and contribute to an environment of equal opportunity. If you need an accommodation for a disability during the resourcing process, please speak with an HR representative.
ApplyPDN-968b3f54-f474-44ce-b303-17a1505e7504