Has responsibility and accountability for the team's performance against
KPIs,including Customer Experience delivery and the quality of the
process. Executes/improves and coaches the individual staff members.
Engages customers/stakeholders in the creation of value. Contributes to
continuous improvement of processes within the scope of responsibility.
Assists customers with their issues, keeping close communication with
co-workers locally in order to ensure prompt exception handling.
Delivers customer experience as outlined by HQ Centre Customer Service.
ROLE AND RESPONSIBILITIES
Business Performance – contribute to business performance by the way of ensuring contribution margin across customers are profitable/positive. Ensure the process has strong controls so there is no revenue leakage
Lead a team of Job Level 2s
Ensure all processes are performed as per the agreed terms in Service Level Agreement – Timely & Accurate
Ensure compliance to Performance Management Framework. Track and monitor other KPI's related to the process
Allocate resources within team for an effective workload balance and to optimize resources
Focus on people engagement by motivating and coaching highly energized team to deliver organizational outcomes with an owner’s mindset
Ensure Standard Operating Procedures (SOP) and SLA's are maintained for all processes handled
Set clear objectives and guide sub-team to achieve targets and performance standards
Have an Agile and Continuous Improvement mind-set; identify improvement in day to day process
Eliminate waste; provide suggestions for automating processes to facilitate efficiency improvements
• Implement Cost Saving \ Value Addition Projects • Conduct periodical reviews of clusters, customers
Identify & implement areas of service delivery improvement; give recommendations to responsible parties to ensure qualitative improvement in the service delivery
Deliver coaching and best practice sharing within team, closely follow up with employee’s competencies enhancement
Stakeholder communication- Regularly participate and take necessary call \ discussions with Business Partners
Timely & professional interaction with Business Partners \ Stakeholders
Work in Remote / split / virtual Teams environment
Communicate & Co-ordination with other teams within GSC
• Ensure that all major risks are identified, documented and appropriately dealt with • Actively participate in relevant business contingency testing. Support other GSC’s during contingency procedures
Strict adherence to APM-M Group culture, values and reputation and ensure compliance with APM-M Group and CB policies.
IDEAL CANDIDATE SHOULD
Be graduate or postgraduate
Have 5 years of leadership experience in leading at least 15-25 people
Exhibit basic knowledge of end to end shipping cycle
Have a minimum of 5 years’ experience in shipping operations, customer service, logistics and supply chain
Have Excellent verbal and written communication and presentation skills
Be experienced on working in a global business environment, including cultural aspects
Be highly result oriented, ready to take challenges/collaborate with cross functional teams and able to work under pressure
Possess the capacity to handle change, stay open to different ideas and support for positive change
Be experienced in worked in Agile environments
• Be flexible to work in varying EUR shifts timings, back up supervision • Have experience of onboarding of new customers / Business (Preferable)
Possess capability to design & provide data enabling analysis to OTCX manager and other working stakeholders
Own the quality output of the teams.
Have strong process and people leadership skills
Exhibit the flair for and interest in processes and systems
• Be a proactive leader with compliance and customer service mindset • Undertake large scale improvement (standardization and process capability) implementation experience