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Shell Business Operations
Shell Business Operations
location iconLocations: Kraków
level iconLevel: manager/director
Shell Business Service Centre Kraków - job
Royal Dutch Shell is a global group of energy and petrochemicals companies, operating in over 80 countries and territories and employing more than 90,000 people. Our core values of Honesty, Integrity and Respect for People define who we are and how we work. Royal Dutch Shell has developed a global network of Shell Business Operations to provide first-class services to Shell companies across the world.

Shell Business Operations (SBO) Krakow sits at the centre of Shell’s global businesses, providing an operational backbone to our essential business functions. Working in a vibrant community with strong values and a supportive culture, an SBO-Krakow job will offer the chance to build a lasting and meaningful career. As one of six Business Service Operations centres, located worldwide, a job in Krakow will give you the chance to interact and work with people across the world, helping to deliver excellent support to business clients and internal stakeholders as well as advanced financial operations.
Global Operations Excellence Manager
Work location: Shell Energy Campus, Czerwone Maki 85

Job description:

We are looking for a candidate who will lead the global implementation of programmes and projects to deliver tangible and recordable value to the bottom line and enhance customer satisfaction through the continuous improvement of processes, tools and behaviours in Shell Aviation (SAV) Operations and its interface with Order to Cash (OtC). This role works closely with the Regional Operations teams, OtC and Sales and Marketing to scope and implement initiatives that deliver productivity and efficiency improvements and enhance the customer experience where it delivers tangible value.

You will:

  • Be the main focal point for Continuous Improvement activities in SAV including:

    • Developing Leader Standard Work protocols and drumbeat in Operations;

    • Identifying changes within the organization, business processes, ways of working which would require update to the Standard Operating Procedures;

    • Lead the co-ordination of the agreed competence and capability building plan for Operations that includes CI, LEAN and 6 SIGMA training, where applicable, and based on maturity assessments take action to close gaps.

    • Conducts Lean Practitioner, Lunch and Learns and /or CI Manager trainings for Sales Support and Airport Supervisors.

    • Owns and reports out to the respective Enabling Committee the consolidated CI project list and progress.

    • Generate a culture in SAV of Just Do It projects being identified and implemented on a ‘freedom within a framework basis.’

    • Oversee the delivery of CI major projects against targets.

    • Primary liaison with the Global Commercial Continuous Improvement community.

  • Support the development of the Operational Excellence and Continuous Improvement strategy and identify and mobilise with the Regional Operations teams, OtC and Sales and Marketings’ support, the appropriate resources and competences require to deliver the annual programme for SAV.

  • Develops and implements a communication programme around CI and Operations Excellence in terms of testimonials,

  • Establish the appropriate Operations Model per location in conjunction with the Country Operations Managers and TJV Governance and Value Performance Manager and scope out the activities and change management required to deliver on required changes.

  • Identifies opportunities to enhance the Operations Excellence dashboard and takes action on the results by working with the local teams.

  • Scopes out and supports delivery of opportunities for improvements from internal and external benchmarks.

  • Identifies structural opportunities for ESSA (Eliminate, Simplify, Standardise and Automate) from front line initiatives and global projects.

  • Develops Field Ready Implementation Plans and produces the Management of Change documentation for roll out of CI and Operational Excellence initiatives at the country and local level.

  • Leads selected Continuous Improvement and Operational Excellence projects for SAV as agreed with Operations Excellence Manager.

  • Working group member for IT and technology enabled Operational Excellence projects.


  • ​Operations, Continuous Improvement or Change Management professional with ~5-10 years’ experience. Individual will need be able to demonstrate appropriate commercial skills and understanding of the bottom line.
  • Track record of Continuous Improvement project delivery and sound knowledge and application of CI methodologies, processes and tools.

  • Individual should have E2E, Managerial and Core CI competences

  • Change management skills and strong stakeholder engagement skills, capability to communicate effectively and drive change at all levels of the organization.

  • Project and programme management experience across cultures and geographies.

  • Excellent English skills (min C1)

Number of Vacancies:

Benefits of working at Shell:
  • Meaningful work in a company that is universally respected as a truly global energy leader (one of the world’s biggest companies according to Fortune Global 500)
  • Unique opportunity to fulfill your potential with personal and professional development programs
  • Work in a smart and motivated team within a supportive and inclusive culture with strong values
  • Attractive salary and bonuses
  • Complex medical care and individual life insurance
  • Sports programme & facilities e.g. Multisport Benefits Card, vouchers for free time activities
  • Good atmosphere at work and comfortable working environment: own canteen and a few relax rooms
  • Opportunity to participate in social and community projects
Shell is an Equal Opportunity Employer


  • iconAnalytics & Reporting
  • iconEnglish
  • iconKraków, małopolskie

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