Job Description

Maersk is in midst of significant Transformation. This includes transformation of its Customer Experience, IT and Process Landscape with emphasis on building a world class customer centric organisation. This has implications on the customer experience and change management efforts towards ensuring our customers reap the benefits of this transformation for their own business. We are currently seeking a leader for our Centra OTCS Team within the Global Shared Service Centre, Chennai. This role will report to the Head of OTCS & SCM Commercial Head for Chennai. The candidate will own the delivery leadership for managing Centralized Documentation, Booking, Auto Doc, MMIS (Missing Mandatory Information) and Pre-Do team. He/She will drive the digitalization and transformation efforts of the organization through thought leadership, execution focus and drawing insights from cluster/customer feedback.
Key Responsibilities:

• Continually inspiring your Leaders, Peers and All Colleagues. Motivating the teams to perform at a “stretch” level.
• Overall Delivery of Services to ensuring achieve the KPI targets and exceed End Customer Satisfaction.
• Top class collaboration exhibiting boundaryless behaviours.
• Establishing and developing effective people and process leadership,

employee engagement and talent pipeline developing the right capabilities to prepare the organization for the future.

• Collaborate with transformation and BPO teams to identify and execute process improvement and automation opportunities
• Sustain top quartile engagement outcomes for the team.
• Ensure automation and Go 4 best targets for the team are met.
• Ability to work in Perpetual night shift. Should have worked in night shift previously for 3-4 years.
• Ability to work cross functionally and participate in Site initiatives.

Education & Experience

• Graduate degree from university with a degree in logistics and/or business
• Minimum 10 years relevant experience of logistics or shipping with minimum of 5 years in a leadership position. Leaders of Leaders
• Experience working in a global business environment, including cultural
• Proven Customer management experience and exposure to senior leadership

Key Skills

• Passionate about driving a customer experience and client centricity
• A strong desire for continuous improvement and discipline of self-learning.
• Outstanding stakeholder management skills and experience, including virtual relationship management.
• Proven strong eye for detail on reports and ensures data integrity.
• Leadership skills, be able to lead, motivate and engage the team members.
• Capacity to handle change stays open to different ideas and support positive changes.
• Drive for results, conveys a sense of urgency and drives issues to closure; persists despite obstacles and opposition. Lives the cultural amplifiers of Focus, Simplicity and Teamwork.
• Excellent command of spoken and written English.
• Good communication & interpersonal skill and should be able to build good working relationship.

Key Measures

• Deliver the NPS/ Customer Satisfaction Metrics for the Cluster/Regions supported. Deliver Documentation, Booking and Process KPI’s.
• Transformational KPIs towards Digital transformation
• Implementation of Lighthouse Initiatives
• Delivery on customer outcomes in terms of Auto Doc, MMIS (Missing Mandatory Information) and Pre-Do team
• BCP for Customer Service processes is established within 12 months and constantly tested