Planning/Customer Care Manager

Job Title

Planning & Customer Care Manager

Business

ENOC-Shared Service Centre

Job Purpose

This role will be responsible for developing and executing the planning activities in the areas of budgeting, financial planning, performance management, and functional reporting with the objective of leveraging the Customer Experience, within the agreed objectives.
Furthermore, S/he will manage and develop the services to improve efficiency & quality, develop excellent relationships with customers and seek opportunities to collaborate with internal and external partners to evaluate and strengthen SSC processes. Also, focus on process improvement, efficiency, automation and customer service,
 

Principal Accountabilities

Corporate governance:
Develop and implement the appropriate systems of performance and development, communication, monitoring and review to support organizational change.
Promote the SSC philosophy of having a customer centric culture and to put in place management arrangements to action this by setting customer engagement plans for SSC employees. Organizes and delivers awareness sessions about customer service excellence and customer relations management on a regular basis.
Conduct regular customer visit meetings / regular customer council meetings and ensure corrective actions are taken to tackle service related problems/issues to ensure that delivered services meet the customers' needs thereby improving service delivery.
Provide professional advice to SSC management team and employees on relevant areas of service delivery, performance management, efficiency and continuous improvement, ensuring compliance with SSC governance charter.
Responsible for providing accurate and timely information required by SSC management and SSC governing bodies - Executive Committee and User's Council- in order to guide the decision making process to make better business decisions.
Planning & Budgeting:
Develop frameworks to support the formulation of SSC vision, mission and strategy. Define annual perf01mance objectives for SSC for approvals of the SSC leadership team.
Develop SSC annual business plan and SSC office annual budget with timeline and schedule for building the top down budget plan from Shared Services Departments. Recommend improvement for Shared Services departments budgeting and planning processes.
Monitor, review and evaluate service offerings and volume drivers for each SSC departments to enable better costing mechanism.
Estimate volume demand, cost and price estimation budgeting. Monitor service usage, charge out, and true ups for all services provided. Analyze impact factors for detailed Shared Services volume / unit price forecast in order to ensure proper recoveries are in place.
Carry out financial analysis on monthly basis involving exceptions, recoveries, operating expenses.
 

Additional Principal Accountabilities

Performance Management:
Faci}itate the development of BSC agreements for the SSC departments integrated with concerned strategy in discussion with SSC management.
Responsible for timely and accurate preparation of quarterly BSC resufts review and discuss with management for presentation in the Group QPRM and YPRM. Also recommends remedial actions and improvement suggestions.
Reviews the alignment of pet'formance management process and systems with other processes in the organization and recommends appropriate changes / performance improvement initiatives consistent with best practice.
Ensure SSC policies, processes, services and operating procedures are clearly defined, updated benchmarked and documented. Conduct external competitive research and benchmarking that will drive the identification and support of new transformation,enhancement and development initiatives.
SLA and Customer Management:
Facilitates the process of establishing service level agreements, service catalogues, SLA compliance KPI's, escalation process that correspond with the company's business concept and also that maintain the integrity of the organization.
Ensure Key performance indicators are clearly defined for each service performed by SSC. And monitor the same for each service delivery to ensure compliance to SLA.
Develop and maintain service catalogues and ensure updated price lists. Monitor usage of services and process post billing activities related to billing dispute resolution and billing analysis.
Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analysing results; implementing changes.
Enhance customer relationship by conducting customer needs analysis through regular customer meetings in order to meet customer expectations, requirements and solve issues raised by customers.
 

Experience

Minimum Requirements:
Education, Qualification & Experience:
BSC Degree in Business Administration from a recognized university or equivalent.
ISO or QMS certification is preferred.
Kaplan - Norton Balanced Scorecard Certified is desirable
6-8 years of experience preferred within the oil/gas industry in business support and analysis.
Competencies required:
Strong Problem Solving, Analytical and Evaluation skills- Ability to analyze a variety of information, to draw relevant conclusions, and to summarize and communicate results effectively, to analyze and challenge conventional thought processes and use experience and/or intuition to create pragmatic solutions.
Change Oriented - Demonstrate a flexible mindset by adapting to and helping drive change.
Communication - The ability to listen and convey messages in a clear, concise and empathetic manner using the appropriate medium. Excellent oral (including presentations) and written communication skills (report writing).
Strategic Engagement - Ability to innovate and articulate the future aspirations and think across the business.
Strong client relationship management and negotiation skills
Financial Analysis.
Customer Service, Process Improvement, Decision Making, Managing Processes, Tracking
Budget Expenses, Analyzing information.