Purpose

The Maersk Global Service Centres are spread across 5 sites with over 9500 employees. The GSC organization is responsible for facilitating executing off- shoring primarily for Maersk Line, however also covering all other Business Units of the APMM Group. The GSC organization has been successful in doubling its size over the past 2 years whilst at the same time improving the satisfaction as well as processes of its business partners.

In light of the expected continued growth in terms of both headcount and process scope for the GSC in the coming years, we have made changes to the GSC organization design. The new structure is a process based, delivery focused organization called GSC 2.0 and will come into effect on 1st of August 2011.

One of the new roles designed in support this is the Liner Global Delivery BPI Manager for the Customer Service Process based out of Chennai, who will be responsible for facilitating performance management, driving standardization of the Customer Service processes and managing the improvement agenda within scope of the Customer Service Delivery portfolio.

The Role:
The GSC Customer Service Global Delivery BPI Manager is responsible for facilitating effective process management, standardization and continuous improvement of the Customer Service processes, including all aspects of the delivery system.
Key Responsibilities would be to:

Take charge of the process improvement agenda for Customer Service delivery organization

Guide improvement initiatives providing E2E benefits (e.g. avoid improvements for the sake of improvement)

Lead projects assigned to Customer Service Delivery BPI by performing program/project portfolio management and thereby avoiding duplication of efforts between sites

Drive replication of best practices and improvement projects across sites and Customer Service processes

Drive standardization of operational practices across sites and Customer Service processes (e.g. operations management, performance management, visual management systems)

Establish and overview process standardization and governance of process variants

Facilitate business performance management of Customer Service Delivery processes

Overview and secure business continuity measures are in place and contingency plans tested regularly

Closely working with the Customer Service Business Development BPI team, facilitating the coordination between the site process teams. Closely coordinate and cooperate with the Customer Service Site BPI teams which in turn take the lead on implementing global solutions, driving continuous improvement in Gemba, safeguarding business continuity and providing coaching and learning to the teams in the sites

Act as sparring partner for the process delivery leads in the sites

Be an active member of the Customer Service Delivery leadership team, jointly setting the strategy, objectives and the overall improvement agenda for Customer Service Delivery

Lead a small virtual team with 1- 2 team members per GSC site, including people leadership, talent development and performance management aspects.

Profile Specification

Graduate, preferably with a strong technical background/aptitude to facilitate the understanding of how Process Excellence can be used to meet specific business needs

Minimum of 8- 10 years of management experience, preferable in the Customer Service activities.

Deep understanding of the ML business system and process hierarchy

Experience of working in a senior position in a corporate or LOC/Cluster/GSC Operations organization.

Strong change management skills, envisioning and overcoming obstacles while ensuring benefits are realized

Proven strong communication skills ensuring clear, direct and appropriate communication at multiple organizational levels and working across different cultures

Project Management Certification or Six Sigma Black Belt Certification is an advantage

Personal Skills:

High Analytical / problem- solving skills

Drives for results and success, conveys a sense of urgency and drives issues to closure

Visionary, innovative and dynamic

Ability to influence without formal authority

Good interpersonal Skills

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