Senior Specialist - Control Tower

Maersk is currently in the process of a notable transformation to establish itself as a top-tier, customer-centric entity. As the Control Tower Senior Specialist, your primary responsibility will involve overseeing centralized operations for Air, LCL, and FCL customers who have transitioned under the Control Tower Program within the GSC. Your role will primarily revolve around ensuring end-to-end visibility, promoting continuous improvement, enriching customer experience, and integrating automation and digital solutions to elevate data quality and service delivery standards. You will be entrusted with the following key responsibilities: - Providing the appropriate level of visibility to both internal and external customers and stakeholders, encompassing features such as shipment tracking, proactive delay monitoring, and overall governance concerning the services provided by Maersk. - Understanding customer requirements and devising customized solutions to meet their business needs with efficiency and promptness. - Conducting a comprehensive review of the operational processes to pinpoint any delays in shipment operations; subsequently, collaborating with the business team members to implement necessary corrective measures. - Supplying data for WBR/MBR/QBR to the business team, offering targeted insights where Maersk's performance as an LSP falls short of expectations. This includes conducting lane-wise failure analysis, data quality assessments, and ensuring the accurate and timely updating of all mandatory details. - Coordinating with the business team to formulate RCA (Root Cause Analysis) and an action plan to address recurring issues that impact service performance. - Engaging in data analysis of frequent failures and formulating sustainable solutions for long-term enhancement planning. - Focusing on digitalizing and automating manual reporting solutions to enhance data accuracy through automation. - Developing a Power BI dashboard to provide clear visibility of all key KPIs and service performance indicators. - Collaborating closely with the Project team, Business team, and EDI team to establish customer accounts. - Conducting monthly business reviews with the Product team to present Control Tower performance and its influence on augmenting customer experience. - Evaluating team productivity and ensuring optimal team performance. - Crafting a BCP (Business Continuity Plan) for the Control Tower team to ensure consistent operations. Qualifications and Experience: - Excellent communication skills - Proficient stakeholder management abilities - Prior experience in managing the Control Tower for Global Air/ LCL customers - Minimum 3-5 years of experience in forwarding business - Strong data analytics skills, with coding experience being advantageous Should you require any accommodations or special assistance during the application and hiring process, please feel free to contact us at accommodationrequests@maersk.com.,