Damian Pająk

• Shaping the transformation agenda & road map on the Lubes Value Chain Globally in the O&G Industry
• Leading a global team of Business Process Improvement Managers
• Co-shaping the global Center of Excellence and the Customer Service Reimagination Group
• Working closely with Operations & LT on transformation initiatives
• Developing & refining business processes driving performance, efficiencies & customer experience
• Foster & embedding of the Digital Lean methodology within the OTC operations
• Identifying improvement opportunities and defining the “Golden Processes” leveraging technology (SAP,
BOTs, Analytics, AI, etc.)
• Process Discovery, design & playbacks to client stakeholders
• Working closely with technology, ops & IT to operationalize the transformation road map
• Reporting back on projects, progress etc. to VPs & Senior VPs

- Working with core team members (Global Account Managers, LSC, Supply, Marketing, Legal, IT), to develop innovative offers for GKA (Global Key Accounts) and prepare for major tenders in Heavy Industries and Construction Sectors (covering Mining, Agriculture, Power and Construction).
- Implement new business wins and support operations teams to identify opportunities to reduce cost and improve effectiveness embedding a continuous improvement approach to managing operational performance
- Work with all business partners to identify and deliver opportunities to increase revenue and customer satisfaction.
- Deliver account specific performance dashboards to assess customer satisfaction and ensure all customer feedback gathered via the relationship survey, transactional survey and complaints is being used to identify opportunities for improved performance
- Ensure operational metrics are relevant and appropriate plans are in place to close operational performance gaps
- Manage delivery of GKA deal mgmt. team

• Delivering data insights on global projects to value, reasonability and Project Investment Reviews. Building up data models, visualizations and automating processes using top industry tools and technology (Alteryx, Spotfire, SAP BI, a.o.)
• Driving the adoption of analytics tools and techniques within OTC. Analyzing value of Change Requests which may be an outcome of the adoption of new tools to ensure they offer sustainable long term value for the group.
• Support in delivery of the Business Information Strategy, incorporating what information is required by whom and for what purposes.
• Liaising with key internal teams specifically DS OE I&I to ensure that OTC Data Analytics is cutting edge and that information is being used to drive positive business outcomes.

• Leading multiple projects in the OTC space to improve clients processes, CX and operational efficiencies for CRM solutions (Zendesk), eCommerce, SAP, RPA solutions and OTC E2E Processes

• Support in transitioning clients OTC operational processes and preparing the business for a smooth Go-Live
• Developing and refining business processes, that are varying and dynamic, coupled with customer complexity.
• Initiating and driving for incremental as well as breakthrough improvements to help enhance customer experience, OTC ops performance, efficiency and scalability.
• Integrating global OTC process, digital technologies & business outcomes to deliver a leading-edge customer experience product.
• Eliminating business frustrations and meet bottom line by creating best-in-class systems and processes that enables customer loyalty, margin improvement and growth.

Project & personal aspiration activities:
• Setting up, designing & leading a global project for 600+ users with SAP HANA and BI (delivering the industry 1st operational HANA E2E order tracking tool for Global Commercial Business) implemented in 27 countries with benefit on track to deliver $1.2M in savings in 2016.
• Delivering & coordinating training (Train the Trainer) on SAP Sales Order Processes (Backorder Rescheduling, Shipping Notification, New Order Confirmation) to 27 OUs.
• Designing and support of implementation of the new global Shell Email Order Confirmation delivering over 300K L2 value and increasing CSI from 8.5 to 8.9.
• Established benefits assessment process – worked closely with OU’s to develop methodology to track benefits in operations
• Creating self-study training packs, videos, ways of working documentations so countries can independently work with and develop further. Established SOP Community Network Forums exchanging best practices around Order to Delivery across the globe.
• Re-designing the Backorder Process enabling teams easier/faster communications to customers and exchange information’s with Supply Planning resulting in operational cost savings and Customer Satisfaction Index increase

On the role duties:
• Supporting design & evolution of Shell Global Offer book (like DP06 offer introduction, Demurrage a.o.) - clarifying processes with GoB, policies, L&F and providing expertise/support
• Strong stakeholder management, close cooperation with OTC Managers, Operations Managers and Team Leaders on implementing projects and maximizing operational efficiency - ability to communicate at all levels
• Close cooperation with Logistics and the Lubricants Supply Chain Process Experts and Supply Planning teams on projects, process issues and resolution
• Close cooperation with SAP Consultants, SAP Design architects delivering projects and ensuring technical design is in line with Shell outlines.

Project & personal aspiration activities:

• Invention, design and deploy of order track & trace tools shaping the Ways of Working globally for Customer Care teams (100 users+)
• reducing operational costs (300K yearly savings) and supporting raising customer satisfaction for Shell Key Accounts (Daimler, Siemens, John Deere, ZF)
• Working with Shell Offer Delivery Team designing the global layout for Shells Global Order Confirmation, taking part on shaping Shells NextGen eCommerce platform “MarketHub”

Operational duties:

• Cooperation with business stakeholders
• Manage Outsourced Scheduling
• Customer visits
• Process Export Orders
• Process expert for Global Key Accounts (Lubricants) Siemens and John Deere. Daimler, ABB, Scania, ZF in scope.

• Deliver consistent high quality Customer Service in the Retail and Lubricants buisness (Resolve customer disputes, accounting enquirers, coordinate with logistics)
• Manage New Business Calls
• Train CSO Staff
• Analyze Customer Disputes
• Deliver Customer Service KPIs