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Purpose/Summary:
Contribute to create an environment where the Customer Service Processes department can fulfill the vision of ‘successfully support the transformation’ in the OTCX and MbM Process within its scope
Enable excellent service delivery and internal customer engagement
Drive process and service improvements across the sites and generate / facilitate key projects with appropriate stakeholders in the organization with the objective to deliver on set targets on efficiency, accuracy, turn times and customer satisfaction within organization guidelines
Ensure the smooth implementation of projects, process improvements and benefits realization within the OTCX and MbM Process
Ensures focus on service improvements within OTCX and MbM Process
Key Responsibilities:
Responsible for the continuous process & service improvement within OTCX and MbM Process
? Drive the continuous improvement mindset within the OTCX and MbM Process Responsible for driving efficiency and process improvement projects within the department (not directly related with quality management)
? Ensures that process maps and workflows, process and result measurements are in place whenever a process change is initiated by CEN/FPO, that would help drive the team in exhibiting the right behavior and achieving its quality-related SLA’s, KPI’s
Responsible for implementation and evaluation of CEN-driven projects, best practice sharing and replication of projects both within OTCX and MbM Process and from other sites. Excellent Change Management skills needed with complete OWNERSHIP
? Completely OWN the process, & ensure that projects are executed properly and completed promptly
? Ensures proper documentation, monitoring and communication of project benefits
? Ensures adherence to Maersk process governance policies within OTCX and MbM Process
Responsible for governance of task migrations in OTCX and MbM Process
? Establishes the standard framework for governance of task migrations in OTCX and MbM Process Maintains and provides a list of services currently handled in OTCX and MbM Process and the corresponding requirements in order to realize the task migration in the site
? Provides support to the process managers and country stakeholders in completing the requirements for the task migration
? Reviews the relevant migration documents (business case, SOP, process maps, etc) together with the concerned Training Specialist and process manager to ensure that it adheres to the standard process mapping as per global procedure
? Reviews, finalizes and arranges staffing requirements necessary in order to realize the migration in conjunction with the OTCX and MbM Process Leads and Process Manager.
? Responsible for reporting on performance measurement reports in OTCX and MbM Process Maintains and develops relevant weekly/monthly reports within OTCX and MbM Process aimed at monitoring the performance within each process and supporting the process managers in their daily operations
Assists the OTCX and MbM Process Regional and Area Leads through stakeholder management in ensuring execution of relevant projects and process improvements within OTCX and MbM Process in order to achieve the cluster and department targets/Must Win Battles
Provides the generic Customer Engagement interface for OTCX and MbM Process with internal customers (Areas, Centre Departments, other GSC site counterparts and department stakeholders)
? Ensures that a prompt and proper response is given to the concerned stakeholder for every query raised to the team
? Ensures that required deliverables from the team are submitted and executed on time and that timelines are communicated clearly with the relevant stakeholders to ensure prompt submission and proper management of expectations
Values Based
? Ensures Company vision, values & ethics are upheld within team at all times through professional behavior / by being a role model for the team.
Position Specifications:
Education and Experience
? University graduated or bearing similar professional qualification in the same or related field
? Minimum 3 years relevant experience in the CS Process or shipping industry or similar field.
? Minimum 3 years supervisory experience in project management
? Preferably certified with PMP, Prince II or greenbelt and above;
Technical Skills:
? Excellent command of spoken and written English.
? Good communication and interpersonal skills; able to build good working relationship (internal and external).
? Leadership & Stake holder management skills.
? Time management skills: multi-tasking and prioritizing, planning work activities efficiently to meet deadlines and high level goals.
? Ability to prepare effective reports (brief including important elements).
? Capacity to handle change, stay open to different ideas, support positive changes.
? Be able to focus on quality, monitor tasks to ensure team’s high-quality outputs, correct quality issues and inform management on quality achievement periodically.
? Excellent working knowledge of MS Office products including Word, Excel and PowerPoint.
? Good knowledge of CS Process within the liner and transportation industry
? Good working knowledge of the integration of service delivery and process excellence nature in the BPO industry
? Technical skills in understanding and developing macros, programs, etc is preferred.