Detention & Demurrage Filing Specialist

Sales Process & Request Management:

• Demonstrate strong understanding of the end-to-end sales process, including special sales areas.

• Prioritize and manage incoming sales requests to ensure timely and accurate execution.

• Ensure smooth workflow management and adherence to defined SLAs.

• Act as a SPOC for frontline sales and stakeholders.

Quality & Governance:

• Ensure high-quality processing of requests with strict adherence to SOPs and policies.

• Perform Root Cause Analysis (RCA) for errors and implement corrective actions.

• Drive compliance with company values, governance standards, and audit requirements.

• Track and reduce rework, errors, and process deviations.

Operational Management:

• Maintain a daily work allocation tracker and monitor task distribution.

• Manage workload planning, roster scheduling, and resource allocation.

• Allocate assignments effectively to optimize team productivity and turnaround time.

• Monitor queue health, aging items, and backlog management.

Performance Management & Reporting:

• Track, analyze, and report weekly productivity, performance, and process metrics.

• Monitor KPIs such as SLA adherence, quality scores, throughput, and efficiency.

• Provide insights and actionable recommendations to improve performance outcomes.

Stakeholder Management:

• Coordinate closely with Sales, Customer Service, and other cross-functional teams.

• Facilitate issue resolution and drive closure of customer or sales-related disputes.

• Maintain strong communication and alignment with stakeholders on priorities and escalations.

Continuous Improvement & Transformation:

• Identify process gaps and drive process improvement initiatives.

• Implement innovative solutions to enhance efficiency, reduce manual effort, and improve quality.

• Support automation and digital transformation initiatives where applicable.

Customer & Dispute Management:

• Lead and support customer-driven initiatives, especially related to dispute resolution.

• Work with stakeholders to address disputes efficiently with a focus on customer experience.

• Identify recurring issues and drive preventive controls.

Team Support & Leadership:

• Support the team in achieving productivity and efficiency targets.

• Work closely with leadership to drive engagement, capability building, and performance improvements.

• Promote a culture of collaboration, accountability, and continuous learning.

Additional Responsibilities:

• Monitor process adherence and performance benchmarks.

• Arrange and facilitate Gemba/visitor sessions to showcase process excellence.

• Ensure proper documentation and knowledge management practices are followed.

• Advanced proficiency in PowerPoint and Excel, with the ability to create insightful presentations, dashboards, and data-driven reports for leadership review.