T-Crew Senior RPA Specialist

Job Purpose:

Are you keen to be part of the most important business transformation ever in Customer Operations space in Shell? Applying for this role would be your ticket for that journey! We are waiting for YOU, if you are passionate to learn and develop cutting edge skills of the future, if you are visionary, and if you are keen to transform our business to make sure Shell is ahead of the game. Are you up for joining our TRANSFORMATION CREW?

Automation is an integral part of the Digital Agenda in Customer Operations. Robotic Process Automation is a technology of automation of repetitive business processes using computer programs (robots simulating human work) to liberate from manual, repetitive work and focus instead on higher-value added tasks. It is an application imitating human work and automating repetitive, rule-based manual tasks, as well as a set of algorithms that perform specific tasks. They include work with a human being. Automation also has the potential to significantly increase the speed and accuracy of processing. All these improvements should contribute to not only additional business value, but also improve the Employee Value Proposition of our talent in Customer Operations as they focus on higher value-added work.

Principal Accountabilities:

An RPA Senior Specialist will act as the project leader on multiple projects, interacts with internal & external stakeholders, reviews and evaluates data, writes reports and protocols help to improve an organization's operating systems through the review, testing, repair and maintenance of these systems.

Operating mechanisms include computer systems and networks, as well as manufacturing processes.

Robotics Process Automation Senior Specialist will be responsible for delivery of the Automation agenda for Customer Operations. This will include enabling the process and systems from project intake, prioritization through to implementation and value realization. This will be done in collaboration with stakeholders across the Global Commercial functions to solve business operations pain points, transform work processes, while embedding Automation as part of the Continuous Improvement culture in Customer Operations.

This job requiring getting in contact with operational teams and in this way, building new ways of working. Expectation is to combine the world of business processes with the world of IT technology by creating robots for the existing processes.

This role will be responsible for setting up the Processes and tools to drive maximum business value in Automation including:

• Demonstrate excellent stakeholder and project management skills;
• Ensure that AGILE ways of working are being used in RPA community;
• Demonstrate Quality, Speed and Ownership while delivering the automation projects and follow the prescribed project management methodology;
• Effectively prioritize the requests for automation development and challenge the need as appropriate;
• Plan for scaling & replicating of Automation capabilities across Customer Operations Hubs;
• Liaise with the respective Continuous Improvement Focal, Project and Process stakeholders, process SMEs as appropriate to analyze the business processes for automation;
• Collect and report KPI’s and metrics related to automation(s);
• Work closely with Robotics Process Automation Lead to analyze and design solutions based on business requirements;
• Analyze, design, code and implement RPA solutions within Customer Operation Teams, ensure RPA solutions are built according to standards by enforcing process controls;
• Creating and maintaining solution detailed technical design documentation for reference and troubleshooting;
• Embed Eliminate Simplify Standardize Automate (ESSA) mindset, lead the Customer Operations Krakow Automation program, driving widespread adoption and deployment across Customer Operations through stakeholder collaboration and engagement;
• Analyze the as-is business processes and design RPA plan by eliminating the unnecessary /non-value activities;
• Support implemented tools readiness given the business need (bundle releases, system upgrades, new versions, new depots, etc.;
• Improvements benefits assessment;
• Support peers on technical issues and challenges;
• Embed controls;
• Ensure robust Business Continuity Plans are in place in the event of RPA failure;
• Collect and report KPI’s and metrics related to automation(s);
• Support implemented tools readiness given the business need (bundle releases, system upgrades, new versions, new depots, etc.);
• Improvements benefits assessment;
• Continuously demonstrate the behavioral imperatives and Leadership Attributes in all activities and engagements. Ensure more focus on key behaviors on Quality (work, engagement, and communication), Ownership (ensure timeliness and prompt response to issues and activities), and Delivery (agreed timelines and to the satisfaction of stakeholders);

Job Knowledge, Skills & Experience:

• Strong customer focus & commercial mindset;
• Innovation and design-thinking experience;
• Knowledge of Agile methodologies;
• A proven track record in applying principles of continuous improvement, standardization and simplification of business processes;
• Professionalism, organization, and excellent attention to detail;
• Experience in Project Leadership;
• Experience in technology and process assessment and innovative problem solving;
• Good skills and knowledge of servant leadership, facilitation, situational awareness, conflict resolution, continuous improvement, empowerment, and increasing transparency;
• Experience in usage of different tools and techniques in scope of automation, data science, data analytics, webservices;
• Proven experience in the successfully building automation utilizing excel macros/VBA (Visual Basic for Applications);
• Working knowledge in Blue Prism, SAP ERP, PowerApps, Power Automate, HTML, SharePoint API, SQL/PL SQL, Java Script would be added advantage;
• Understanding of workflow-based logic and the ability to both understand a business process from a workflow diagram and to conceptualize it as an automated solution;
• Experience in customer service/operations would be also an added advantage;
• Understand Shell’s Play Book and customer value proposition;
• Strong analytical skills with the ability to analyze complex requirements and define technical/functional solutions;
• Degree in Engineering / Master of computer application or any other technical qualification would be an added advantage;
• Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities;
• Strong Stakeholder and Project Management skills (Mandatory);
• Strong interpersonal skills & ability to communicate with clarity and build strong working relationships;
• Good communication skills;
• Excellent interpersonal skills (listening skills, facilitation, coaching);
• Any business analysis or application development experience is an asset;
• Deep understanding of data privacy and compliance/security requirements;
• Operational Team Leadership is an asset;
• Fluent in English (min B2);