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Senior Operations Analyst

2 months ago

Melbourne, Victoria, Australia Shell Energy Full time
{"title": "Senior Operations Analyst", "description": "About the Role

As a Senior Operations Analyst at Shell Energy, you will play a critical role in ensuring the smooth operation of our Gas Retail business. You will be responsible for resolving complex order management and billing exceptions, as well as managing escalated complaints. Your expertise will be essential in identifying and implementing improvements to our operational performance.

Key Responsibilities
  • Process market transactions in accordance with Energy Laws, Rules, and Regulations, as well as Shell Energy's policies and procedures.
  • Receive and respond to stakeholder enquiries and complaints.
  • Resolve order management, meter data, and billing exceptions within internal and external service levels.
  • Understand the technical configuration of our third-party software platform and ensure accurate and timely problem-solving.
  • Establish and maintain relationships with Network Service Providers and Metering companies.
What We're Looking For
  • Demonstrable experience in performing data and business process analysis, preferably in the Utilities Industry.
  • Skilled at re-engineering processes to support more efficient and effective ways of operating.
  • Demonstrated ability to work independently with diverse stakeholders.
  • Ability to influence all levels of the business, including senior management.
  • Excellent facilitation and communication skills.
  • Highly proficient in standard MS Office suite software, including Excel and Word.
  • PowerBI knowledge is highly regarded.
  • Ability to perform under pressure and deliver commercially sound outcomes.
Why Shell Energy?
  • Purpose that you can see. As a Senior Operations Analyst, you'll have the best shot at energising a better future, one customer at a time.
  • Work that's interesting, innovative, and high-impact. We hope you'll love the challenge and opportunity to achieve - for our customers and for you.
  • People who bring the expertise and drive to succeed. Our Operations team is respectful, inclusive, and supports connection and collaboration.
What We Offer
  • Competitive remuneration packages, including an attractive incentivised bonus program.
  • Generous paid parental leave options that give team members more time to enjoy what matters most.
  • Flexible working arrangements, with modern workplaces and technologies that support new, hybrid ways of working.
  • An Employee Assistance Program for you and your family when you need it.
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