Cluster Lead - OTCS

Department - Customer Experience (OTCS)

This role is at Job Level - Manager.

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 organisation to make it easier for the customer to do business with Maersk Line.

As an employee with Maersk GSC you will be part of a working environment as diverse as the APMM group. Maersk strongly encourages continuous learning at work and sharing of best practices by rewarding innovations. We aren- t all about work, we believe in a holistic development of our employees and so regularly organize recreational activities giving our employees a chance to unwind and showcase their creative side. As an organization we strongly believe in a people-centric approach with emphasis on employee engagement and work-life balance.

Key responsibilities:

- Lead the Cluster/Country teams in GSC for OneTeam CS migrations

- Monitor Business Metrics & constantly identify areas of Improvement

- Develop/ Enhance the relevant business metrics that meet the business goals and objectives

- Identify pain areas for the Cluster and work on improvements plans

- Develop and implement projects to improve the cluster score card and baseline for process measures

- Jointly work with the clusters to identify improvement projects that can add value to the Commercial and business prospects to the clusters. (For Inspiration samples: Increase volumes, increase yield, increase space utilization, ensuring On Time Delivery, enhance Customer Satisfaction, reduce downfall, reduce long standings, improve equipment availability, increase loaded bookings/ FTE, increase FFE/PTE, improve invoice quality, improve the ARNU timelines)

- Enhance Customer Experience and instill a customer focused mindset within the team

- Leading / implementing global projects and improvement initiatives

- Deploy and demonstrate the company's values based leadership

- Accountable to Motivate, coach and empower staff

Performance Expectation:

End Customer Satisfaction

Customer Satisfaction Survey scores

Cluster Score card Improvements

Cluster performance Measurements and improvements generated to base line

Customer specific Projects executed and implemented for Ease of Business and USD savings generated

Process Standardisation and Efficiency gains

Cluster Customer Service Manager's feedback

Employee Engagement Survey and Attrition

Who we are looking for:

Graduate, preferably with a strong commercial background/ aptitude to facilitate the understanding of how Business can be improved

3+ years experience in a similar role

5+ years in a leadership (Leader of Leaders) role with proven ability to lead, motivate and engage a diverse and large work force

Strong change management skills, envisioning and overcoming obstacles while ensuring benefits are realized

Proven strong communication skills ensuring clear, direct and appropriate communication at multiple organizational levels

Highly result oriented, ready to take challenges and able to work under pressure

High analytical / problemsolving skills

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