Maersk Line - Business Process Improvement Manager - Disputes

Job Purpose/summary (Detailed -Why does the position exist, WITH what objectives and WITHIN what limits)

Develop and implement Business Improvement plans in the Global Disputes Team. The objective of the role would be to provide visibility on Critical areas on performance, Monitor Business Metrics & constantly identify areas of Improvement, drive productivity and efficiency. Develop/ Enhance the relevant business metrics that meet the business goals and objectives

The successful candidates should have experience in Commercial / process excellence, and developing the business.

Key responsibilities

- Look at Trigger points for Instant areas of improvement basis current pain point ( escalation, SLA miss, Quality miss ) and drive corrective/preventive measures

- Look for automation initiatives to drive efficiencies

- Eliminate non value add tasks

- Provide visibility on Critical areas on performance

- Proactive approach : Help plan for unforeseen issues ( volume spike, system issues, Bulk errors )

- To drive all open actions and attend all important meetings and calls with the Disputes lead.

- To manage the staff files and ensure he is the one stop shop for all hiring, redeployment and release plans

- Work with BPO to create value addition to overall Disputes Process

- To build a 1st level performance dashboard showing all leads how are they trending weekly in quality, APT, releases

- To work with a team him who will assist him on data management

- To centrally liaise system issues, weekend staffing & weekend Leadership roster

- Continuously strive to improve Disputes Process, Customer Experience by identifying opportunities to eliminate, simplify and standardize.

- Inculcate systemic thinking in the team with an ability to look at upstream-downstream effect during decision making or implementing process changes.

Primary internal stakeholders

1) Sales & TNM execution Peers.

1) Dispute and Analytics Execution Peers, Site Leads

2) Sales, TNM, Dispute and Analytics Transformation, Migration, BPM & BRM Peers

Primary external stakeholders

- Cluster Sales & TNM Leadership teams

- HQ Commercial & TNM group.

- Liner Business customers

- Vendors & Suppliers

- Compliance and regulators

- Consultants & industry experts.

Required qualification

- Data Management competencies

- Staff file

- Performance dashboard

- Strong Process and people leadership skills.

- Ability to forge strong relationship and partnership with senior level stakeholders in clusters.

- Large scale improvement (standardization and process capability) implementation experience.

- Excellent communication skills both written and verbal.

- 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

- 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

- Visionary, innovative and dynamic

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

- High analytical / problem-solving skills

Required Business/ Technical Knowledge

Thorough understanding End to End Shipping - Invoice to collection, commercial & invoicing process including technology interface.

Understanding of shipping & SCM preferred

Key measures

- Conflict resolution skill.

- Quick & Quality Decision making

- Drive for results

- Strategic and business supportive mindset

- Change management skills

- Delivery mindset - continuous improvement

- Living the cultural amplifiers of focus, simplicity and team work

- Drive productivity