Team Leader

What we offer:

• Impact: Your work will directly contribute to the success of our global operations.
• Opportunity: Maersk provides ample opportunities for growth and development, both professionally and personally.
• Innovation: Join a forward-thinking team that embraces innovation and cutting-edge technologies.
• Global Exposure: Collaborate with colleagues from diverse backgrounds and gain exposure to international business practices.
• Work-Life Balance: We value work-life balance and offer flexible working arrangements to support our employees.
  

Purpose of the Role

Key Responsibilities:

Coaching and development:

• Challenges and supports direct reports in developing and implementing Customer service Strategy and adhering to global standards.
  

Performance

• Own and maintain the customers shipping and logistic needs E2E. build relationship and enhance business for the organization.
• Monitors performance against established KPIs and budgets, takes corrective action when necessary and exceed where possible.
• Continuously driver to reduce waste in the processes, by analyzing (speaking with) data and recommending improvements to relevant parties.
• Deliver improvements to key processes to improve productivity and service levels to get on time delivery and pro-active notification to the customer
• To manage team’s performance against KPIs and take corrective action where necessary
• To contribute to team’s optimal performance
• To contribute to continuous improvement of processes within scope of responsibility
• Drive process efficiency, improve complaint resolution timeliness, optimize by challenging business rules/limitations and improve end-to-end service delivery to customers
• Empower the team to suggest alternate viable solutions and actively resolve customer complaints within stipulated timeframe
• Build strong and collaborative relationships with customers and confidence in SCM product
• Capture and be Voice of Customer frequently and provide feedback to the team to improve SCM performance and customer experience
• Share best practices and knowledge
• Develop, engage and motive team people
  

Accountability

• On time delivery of all the shipments and system updates by meeting the KPI
• Customer satisfaction incl. CSAT score /KCXI
• Proactive approach to clients and stake holders in case of delays
  

Required Experience & Skills

Operational Efficiency & Customer Service Experience

• Rich experience in managing large Operations / Customer service teams with rich knowledge in the logistics sector
• Understanding of commercial framework and documentation related to the process
• Across all the logistics products & processes- Sea, Air and interaction skills with high-level of customer orientation
• Ability to work and thrive in a flexible matrix organization with focus on networking
• Ability to make presentations to stakeholders and communicate effectively in a diverse multicultural environment
• Good communication skills and Strong stake holder management.
• Handle service escalation / requests from internal/external customers
• Assist customers with their issues keeping close communication with our internal teams in order to ensure prompt exception handling.
• Deliver customer experience and manage the cost efficiently.
  

Drive for Results

• Conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition.
• Passion for customer service and cost leadership with strategic thinking
• Well-organized when working under pressure
• Proactive and exhibits excellent problem-solving capabilities
  

People Development

• Ability to attract, develop & retain talent in the organisation
  

Criteria for Success

• Business understanding.
• Result oriented;
• Ability to drive changes;
• Value and ethics compliance;
• Engage with people and enable them to perform