Landside Operations Team Leader - Multi Carrier

Multi Carrier Landside Operations Team Lead

Job Purpose/summary    

The Team leader is responsible for leading the Multi carrier Landside Operations (OPS) team with following main responsibilities:

•    Leadership: Lead the team. Team may include Intermodal, Customer Experience designated members and responsibility.
•    Operations Service delivery: Drive daily operational excellence in close cooperation with the different stakeholder team impacting operational service delivery.
•    Cost leadership: Cost avoidance and fix revenue leakages.
•    Customer Experience: Manage customer experience & disputes.
•    Transformation: Drive transformation agenda for Intermodal.
•    Escalation: First point of escalation for Dispatch & Driver settlement related tasks handled within the team.

Key responsibilities

a.    Focusses on processes, policies, compliance & relevant system-based knowledge for use in creating right customer experience.
b.    Demonstrates understanding of company's business strategy, functional goals, key performance measures and objectives. 
c.    Ability to use logical, systematic, sequential & pragmatic approach in solving day to day issues. Make use of available tools, collaborates to solve the problem in hand.
d.    Understanding of financial aspects around operational processes & their impact on day-to-day business. To have an owner’s mindset, identify & avoid any unjust costs while looking at every possible opportunity for avoiding revenue leakage in Maersk.
e.    Demonstrate strong sense of responsibility & ownership. Own end to end resolution of customer’s problems and provide a positive Maersk customer experience All The Way.
f.    Ability to anticipate & act on future problems, needs or changes and adjust with right solutions for customers. To take control of a situation, makes use of various pro-active tools & reports to provide continuously improved Maersk customer experience.
g.    Someone with who can communicate clearly, consistently. Engage with stakeholder by influencing a variety of outcomes.
h.    To develop, maintain and strengthen partnerships with our co-workers, customers, vendors, suppliers & other stakeholders both inside and outside of Maersk.
i.    To have agile mindset and should be able to cope with change, risk, setbacks & uncertainty during any transformational change in Maersk.
j.    Ability to make difficult decisions in a timely manner.

Required experience & skills Technical

a.    Very good exposure and end to end understanding of container shipping business / process landscape.
b.    Good knowledge and understanding of vendor payments / cost approvals process and customer invoicing.
c.    Well versed with Agile methodologies.
d.    Good knowledge in working with MS Office, Power Bi and SAP Business Objects applications/tools.
e.    Good knowledge and experience in working with Salesforce – Case management.
f.    Any other analytics based technical acumen will be preferred.

Experience

a.    3-5 years of experience in managing people (People leader role) especially in Night shift
b.    >3 years of experience in landside logistics, freight forwarding or shipping industry.
c.    Acquainted with logistical business environments.
d.    Focused on reduction of cost exposure and revenue leakage avoidance.
e.    Customer Service Experience will be an added advantage.
f.    Understanding of Agile, six sigma & lean principles, use Lean tools to organize/lead.

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.

 

We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing  accommodationrequests@maersk.com. 

Experience Level

Senior Level