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Shell’s Global Customer Operations team plays a vital role in ensuring seamless customer experiences. Internal assessments revealed a gap in leadership skills among newly appointed team leaders. Many stepped into their roles with little or no formal management training, particularly since making the transition to remote working. 

 

This lack of structured support left new team leaders struggling to build trust, navigate difficult conversations, and manage performance effectively.  To address this, Shell engaged ARIA to design READY, a leadership programme tailored to equip new team leaders with the confidence, skills, and tools required to succeed.

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Approach

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The READY programme was developed through a collaborative effort, drawing insights from HR, Learning and Development, and the operational teams.  

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Identified Leadership Gaps

• Conducted interviews with newly appointed team leaders to understand their challenges and skill deficits.

• Analysed employee survey data to pinpoint areas where leadership support was lacking.

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Built a Flexible Programme

• Designed a blended learning experience, combining face-to-face workshops, self-paced learning modules, and peer-led social learning groups.

• Integrated real-world case studies, coaching conversations, and gamification elements to enhance engagement.

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Fostered Peer Support

• Created learning groups where team leaders could connect, share experiences, and problem-solve together.

• Established an internal Yammer community for ongoing support, allowing leaders to seek advice and discuss challenges in real time.

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Impact

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• Over 200 team leaders have participated in this programme, in multiple countries, strengthening leadership capability across customer operations.

• Leadership effectiveness scores significantly improved in subsequent employee engagement surveys.

• Leaders reported higher confidence in handling difficult conversations, managing team dynamics, and driving performance.

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