Title : Cluster Delivery Manager (Assistant/Deputy General Manager Grade)

(Operations - Customer Service)

Domain : Logistics

Industry : Shared Services

Role Reporting : GM - Operations

Role Reporting : Manager | AM | Lead's & Team Members'

Region Supporting : North America (US Timing)

Cluster Lead - Customer Service (Equivalent to DGM (or) AVP)

Job Purpose:

The Cluster / Country One-Team CS Lead is overall responsible for the customer service management of the particular cluster / country. The goal can be achieved through driving and improving customer satisfaction, improving the service levels with the assistance of other departments across the organization to make it easier for the customer to do business with Company. The Management Span can be between 30-100 staff in the respective sites thus requiring strong People Management Skills.

Timing : Rotational shift

Experience : Minimum 6 years

Salary : Up-to 22 Lacs Fixed Per Annum

Location : Chennai

Working days : 5 days per week

Key Responsibilities:

- Identify and implement process improvements aligned with the company's strategic imperatives

- Manage multiple end-to-end projects in partnership with software developers, site BPI teams & business managers

- Coordinate with production teams globally to test the new procedures & ensure seamless implementation.

- Track SOP compliance & build control processes

- Digitization - Identify opportunities to automate/digitize processes

- Process Improvement - Detailed process mapping to understand process gaps/opportunity areas. Identify

- projects to improve customer experience, SLA enhancement, head count optimization & remove non-value adds

- Drive continuous improvements across the customer service organization

- Ownership of tools/applications globally which includes:

- Up-to-date maintenance & overview of tools used in production

- Continuously seek to reduce complexity in macro portfolio

- Ensure local tools are recorded in the global NGA portfolio

Team Management/People Management:

- Resolve internal & external conflicts in a timely fashion

- Motivate, coach & mentor project team members/provide support wherever needed

- Participate in annual appraisal and ensure transparent performance appraisal evaluation system within the team

Organization development:

- Constantly review industry best practice & internal processes. Streamline & strengthen processes in order to accomplish department goals & business objectives

- Participate in weekly management meeting, facilitate decision making by providing business intelligence

Who we are looking for?

- University graduation or equivalent

- 6+ year work experience in service industry (ITES/BPO)

- Service delivery experience & should have managed large teams

- Project management skills

- Six Sigma certification preferred

Desired Skills:

- Communication, interpersonal, people, stakeholder, presentation & time management skills

- Positive change agent, ability to drive large scale initiatives through effective planning, proactive identification of potential barriers & open communication

- Analytical approach with an eye for detail. Ability to proactively capture customer & organizational requirements & build processes that aligned with the companies objectives

- Demonstrate leadership skills. Ability to lead, facilitate & motivate team members & stakeholders

- Conflict Resolution and Negotiation

- Project management skills. Six Sigma certification preferred

- Proven track record of working in virtual teams

- Result oriented - Meticulously strives to be successful, conveys a sense of urgency & drives issues to closure, persists despite obstacles and opposition

- Strong customer service focus

- Good working knowledge of MS Office products including Word, Excel and PowerPoint

Learning Description:

- Maersk Values

- Team Management

- People Management

- Conflict Resolution and Negotiation

- Presentation skill

- Performance Assessment

- Documentation Process & reports

- Project management skills.

Contact person:

Ashok - Mobil no.: 7667010002

Kindly forward your updated profile with your Current CTC, Expected CTC & Notice Period.

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