Leads/owns rapid resolution of (complex) issues including as appropriate mobilizing right resources. - Accountable for customer satisfaction of the Offer to Cash Process for Specialties in China - Interface with appropriate teams and follow through on issue resolution until satisfactory solution is achieved. - Drive improvements of SLAs within MASP (Most Appropriate Service Provider) groups Assist the business to identify systemic issues and the steps to initiate and complete correction. Escalate to design as needed. - Drive value related activities/ projects - Handle regular operational activities (ie KPI reporting and analysis, compliance reviews). - Interfaces with the Continuous Improvement team to drive improvement projects using Lean methodology. - Partner with the business areas to improve CSI score of Customer Overall Satisfaction from various channels -Facilitate and owns agenda for monthly line of business Local Offer to Cash Councils - Ensuring team acts within strict HSSE, Shell Group Principles and Diversity/Inclusiveness guidelines, leading by example and is responsible for issues that may impact themselves, the office or customer environments. - Performing mid-year and year end reviews with staff along with setting of goals every year, along with regular coaching and recognition. - Staff development and succession planning.

• • • Accountable for the day to day operation of the Customer care team, providing visible leadership, and ensuring that individuals remain developed and motivated to ensure that the customer experience is in line with world-class customer service • Lead and manage a team of Customer Care, to achieve service level agreements and service performance indicators • Responsible for the daily attainment of the SLA for the team they manage. This will require them to work with the Intra- Day Analyst to monitor CSP performance and the service queues, and then take action to ensure SLA attainment • Manage team resources as per duty roster/ scheduling to achieve shrinkage targets and hit SLAs (e.g. coordination of leave and management of breaks, training days and re-assignment of responsibilities during team-member absences etc.) • Responsible for compliance to Streamline, by ensuring that CSPs are operating in accordance with the agreed CSOM procedures/ Ways of Working and in line with the agreed customer promise/ offer book for Customer Care Accounts • Plan and conduct structured coaching sessions with CSP to review all aspects of the individuals performance • Identify team member development gaps and propose training/ coaching where necessary • Be involved in some aspects of recruitment, and on-boarding program for new CSC resources • To work with Customer Service Operation Manager and OE Manager to improve service levels in the CSC and increase customer satisfaction • Proactively manage and monitor the E2E process to ensure that the Customers requirements are met , and drive the drive the efficiencies in the e2e CSC process area • Ensure that the customer care members have an in-depth knowledge of the Customer Care Accounts • Accountable for the execution of the Business Continuity plan for the team they manage • Manage and promote the Employee Value Proposition as aligned with Shell Group • Responsible for the management to ensure KPIs are met

The position is a lead role, therefore need to manage the overall SCLO team performance and people coaching and development • Customer focus  Support to deliver Customer experience improvements in the China by all CoB  Implement and sustain “Customer 1st” philosophy within SCLO organization  Make sure to know customers - on site visit customers per market in the China with full understanding of their needs • People and Organization :  Set up SCLO organization properly by country in the region in accordance with global OTC design and budget  Share team target and vision to inspire and motivate the staff via effective communication and engagements.  Establish and implement a clear modus operandi with business via: establishing new ways of working, understanding E2E processes, working beyond boundaries  Plan and implement career and competence frameworks for OTC with robust succession management  Deliver improvements shared via People Survey  Drive an inclusive and cooperative culture putting “customers 1st“: be what you say, recognize and reward right behaviors • Project  Implement agreed global priority projects for 2011 in the region, such as OTIF improvement , complain improvement ,  Lead team finish local project, such as :CSOM , finish goods owner ship change , delivery promise , Product re-image, customer facing develop project  Lead the team finished big project in China : streamline and GSAP • Operation excellence  Lead team in depth knowledge of supply chain, include stock management , cost management , logistic management  Build partnership with FN, Credit, IT, GSAP, LSC and Fin Ops to drive process excellence e2e – agree regular up-dates and reporting ways (especially when implementing new initiatives having E2E impact)  Support the Business Champions with the approach to build robust forum for sharing customer experience info and delivering improvements 

Cost control for the transportation fee , keep continuous improvement for optimize the delivery performance  OTIF (on time in full ) management by coordinate the supply status  In Charge of complain handling. Deep dive the complain issue and provide prevent action  build and keep relationship with customer by customer visit • project management  Involved 2 round huaiuler transaction ,offer value suggestion in the operational level and well managed for new-old huailer hand over  Well managed delivery performance when warehouse moving, keep no stop in daily operation  Creative on huailer /driver knowledge competition, keep both management team and driver keep fresh in the service level  Fully involved SAP go-live in shell  Review and implement delivery promise update  Cross audit within China for logistic team  Support 5S in warehouse