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Shell Business Service Centre - Manila (SBSC-Manila)
SBSC-Manila provides processing services related to finance, human resources, procurement, customer service and other business needs to Shell companies around the world. SBSC-Manila has grown from less than 50 staff in 2004 to more than 2,000 employees in 2009, making it the biggest of six Shell Business Service Centres across the globe. Its expansion is testimony to the Filipino professionals’ world-class service and a significant contribution to the Shell Group’s operational excellence.
SBSC-Manila provides support services to various Shell businesses in Europe, North America and Asia, allowing Shell to have a more cost-effective way of operating while ensuring quality standards are maintained for these critical support services.
Finance Operations is responsible for the design, actual operation and standardisation of key finance processes. Its major objectives are to create and execute standardised processes, such that all finance functions in the Shell group will share in a common set of metrics to which performance can be measured against.
Customer Service is part of the Customer Services Relocation project to consolidate Global Customer Service into a smaller number of global “super-centres” and transfer specific customer service operations to shared services. CSC processes fuel cards administration, order taking, delivery scheduling, customer master data set-up and maintenance, invoicing, and general public enquiries for retail.
Human Resources Services Centre supports North America-based Shell employees on HR requests. These include assistance on HR information systems encoding, questions on compensation, benefits, and expatriate services, and investigative concerns on HR policies. HRSC is a key player in Shell’s Service Delivery Model, as its focus is the delivery of cost effective HR transactional activities.
Order to Delivery is the Centre’s youngest business, and was established to further strengthen Shell’s drive for customer satisfaction. It oversees efficient scheduling and safe physical delivery of oil products in the Philippines and soon in the United Kingdom. Order to Delivery manages customer inventory levels, and ensures that the right products are delivered at precise quantities on time every time.
Common Infrastructure Management, the support group of functions, manages the Human Resources, Information Technology, facilities, finance and communications needs of all four businesses. As the glue that binds the Centre together, Common Infrastructure Management is accountable for providing direction and leadership, overseeing successful service delivery to support high-performance and customer-oriented workplace.