Job Description

APM Terminals
Job description Summary:
This role oversees end-to-end customer service operations and drives continuous improvement, ensuring a consistent and seamless customer journey across various touch-points. TL has responsibility for Issue Resolution work-stream within Team. Has accountability for team deliverables.

• Acts as the liaison for the country teams with the GSC processing unit.
• Applies subject matter expertise on the process to solve common business issues.
• Understands the business and the customers' requirements.
• Has accountability for the team's adherence to standard operating procedures and Audit Compliance.
• Has responsibility for team engagement and performance.
• Has responsibility for establishing the feedback mechanism to improve the process.
• Team Leader is responsible for leading a team that delivers exceptional service to customers post on-boarding within the Maersk environment.

Key Responsibilities:

• Lead and manage a team responsible for:

• Customer channel and case management
• Customer on-boarding and relationship building
• Contract and dispute resolution
• Escalation handling and issue resolution
• Provide leadership with full people management responsibilities, including:

• Hiring, coaching, and mentoring
• Performance management and pay reviews
• Talent development and succession planning
• Contribute to the strategic direction and execution of business and operational initiatives by:

• Developing and implementing policies, procedures, and best practices
• Aligning team goals with broader organizational objectives
• Driving efficiency, customer satisfaction, and service excellence
• Solve problems and make decisions by choosing from established alternatives within the area of expertise.
• Ensure task prioritization, resource allocation, and performance tracking for timely completion of deliverables
• Lead process improvements and change management initiatives within the customer experience function

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.
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Skills Required