Operations Manager

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Our Journey:
At Shell Energy, we believe that home energy matters. It’s more than what boils the kettle or keeps the radiators warm. It empowers us to make better decisions now about our world tomorrow.

It’s the reason why we supply 100% renewable electricity, carbon neutral home energy, smart home technology, discounts on broadband, and exclusive rewards. Going above and beyond for our customers is what we’re all about.

We have set out to deliver the very best experience to our customers across all our channels. But bigger challenges lie ahead. We need to keep moving forward. Why don’t you help us get there?

Job Title: Operations Manager

Team: IT (SERG)

Office: Hamburg

Working Pattern: Full Time

Main responsibilities:
Focus of this role is to support the day-to-day operations, in order to ensure proper and seamless handling of our customers, but also troubleshooting if processes do not run smoothly. This also includes contribution to the implementation, testing and monitoring of new processes or products, as well as administrative tasks in some of our applications, investigation of incidents, documentation & PMO or to ensure that our controls are actioned.

The Operations Manager will also support the SERG team to get IT support, in more detail this means:

point of contact in regards of operations and processing SERG customers

investigate implausibilities or errors, clarify on necessary steps to resolve and communicate to all stakeholders

administrative tasks in our applications such as user access mgmt or setup of new sales commission models, run plausibility checks or others

contribute to projects and take an active role during all phases (definition of requirements, clarification and documentation of changes, monitoring project progress, testing and approval) implementing new requirements with our business partners

document existing or future processes, identify process gaps and develop suggestions for optimization

monitor new processes and functionalities after GoLive and take action, if further corrections are needed

operate controls when needed and monitor, that control definitions are followed

be a helping hand to SERG team, especially new colleagues, to navigate through different sources for IT support and follow-up/troubleshoot, when support processes are not met.

The most difficult part of the job:
To fill the role the candidate needs a good technical understanding of how different systems can interact with each other and customers are processed. He/She needs an analytical mind and focus to deep dive into a topic or issue, have an eye for detail and reoccurring patterns and patience for severe testing. At the same time the person is also interested in the development of new products and contributing to their implementations. The candidate needs to be able to communicate an issue and context clearly to technical, but also non-technical stakeholders. It should be a supportive personality, but keep focused on priorities and keep up a high velocity. Also needed is the ability to jump back and forth between complex topics. The role unifies tasks of a support function with those of a project & process manager.

Profile of the candidate

Must have:
degree with a technical focus in economics, business informatics, energy management or similar

experience in customer service, outsourcing of business processes and partner management, ideally in mass customer markets such as energy supply, telecommunications, insurance or similar areas

good understanding of processes, interellations and a good eye for detail and error patterns

good basic IT knowledge, very good user knowledge, and an understanding how office IT support works

Good communication skills: Being able to “talk to” non-technical customers as well as software engineers

strong problem-solving skills and an attitude to get things done. You see yourself as an internal service provider

an analytical mind with and the capability for abstract thinking

supportive personality, experience in project and stakeholder management

fluent in English and German

Contact: Kelly Falconbridge