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Job Description

Purpose of the role 1. Drive Process Efficiency across all Products managed by Customer Experience (CX)
2. Establish Process standardization and Process governance across all Products managed by Customer Experience
3. Support the Area in driving continuous improvement of CSLS
4. Act as Project manager and support Portfolio management for Local Customer Experience Country-Area specific Continuous improvement initiatives Key Responsibilities 1. Drive Process Efficiency across all Products managed by Customer Experience
  • Conduct As-Is and To-Be Material and Information flow Analysis (MIFA)/Value Stream Mapping (VSM) for core CX functions (CS, EXE, FINOPS)
  • In coordination with CX teams, create Pipeline of Local process improvement (Go for best) initiatives in line with ESSA (Eliminate, Simplify, Standardize Automate) and VOC (Voice of the Customer) principles
  • In coordination with CX teams, Country/Area SME, Core Experts identify Country-Area CX project opportunities for Local Automation and Digital transformation and act as change agent for Local automation and digital transformation initiatives across all Products managed by CX.
  • In coordination with Local Innovation team assess and prioritize opportunities for Local Digitization and Automation in the Country-Area
  • In coordination with Local Innovation and Country CI counterparts conduct best practice sharing/replication of Automation tools in the Area
  • Conduct Time and motion study and FTE mapping for core functions based on MIFA and VSM including FTE mapping on time spent for Meetings, Trainings, and Exception Management
  • In coordination with Finance Business Partners (FBP) translate FTE mapping to Cost to serve and Account Profitability to be used as basis for ROFO planning
2. Establish Process standardization and Process governance across all Products managed by CX
  • In coordination with ISO Quality and CX Teams ensure IOP's are documented and maintained for core CX functions and ensure changes brought by implementation of Local process improvement initiatives, CEN roadmap/transformation initiatives, Key Client requirements are updated in the SOPs/IOP's
  • In coordination with ISO Quality and CX Managers conduct quarterly Gemba/Sit-In/Process confirmation to ensure IOP's are adhered to and Improvement opportunities are identified
  • In coordination with Country/Area SME, Core Experts drive business process standardization to support Local Automation and Digitalization
  • In Coordination with CX teams and Area BCO's ensure functional Performance Management reviews/MOS, FINOPS Simplified control framework are performed regularly and Performance gaps are addressed and improvement actions are logged and documented
  • Identify Key Results and Process measures that needs to be incorporated as required in the CX functions Performance Dashboard and functional Performance Management review/MOS (Maersk Operating System)
  • In coordination with CIM (Customer Implementation) and CX teams ensure SOP's are maintained for Key Clients and updated when new lanes or business is added in the contract
  • In coordination with CIM and CX teams ensure Retrospective and MBR documents are maintained especially for Local services Key Clients
  • In coordination with CIM, CX Managers and FBP track Service Delivery performance, Volume compliance, FTE requirement and Account Profitability
  • Support CIM Sales and Product in whiteboarding, Value chain analysis and solution design for Key client Pursuits as required
3. Support the Area in driving continuous improvement of CSLS
  • Create Quarterly CSLS analysis report and Root cause analysis (RCA) for the Country-Area
  • Organize action planning sessions with Area Stakeholders (CX, Sales, Finance, ROM and EMR)
  • In coordination with Regional Transformation, CX teams, IOE/OTCX, create pipeline of Local process improvement that will improve CSLS
4. Act as Project manager and support Portfolio management for Local CX Country-Area specific Continuous improvement initiatives
  • In coordination with CX teams, Country/Area SME, Core Experts conduct Local process improvement initiative prioritization to ensure: i. quick wins are prioritized, ii. high impact initiatives are properly assessed for feasibility with Local Innovation team and iii. Local initiatives are aligned with CEN/FPO/REG Transformation to ensure it does not conflict with any CX Roadmap or CEN/Regional initiatives
  • Ensure proper filing, documentation and agreement of Business case/Project charters fo Local Initiatives
  • As required act as Project manager/Project coach for Local initiatives and ensure LEAN and AGILE framework is adhered to
  • Support Country CX CI Manager in tracking progress of Local projects/initiatives and ensure Key results/timelines are met and scope creep/delays are flagged timely to project stakeholders
  • Measure impact of Local projects/initiatives and ensure FTE efficiencies per CX function/team is accounted and signed off by CX Managers
  • In coordination with FBP, HR and CX Managers ensure FTE efficiencies are reported on Quarterly basis and accounted in FTE ROFO planning
We are looking for
  • Intermediate to advanced experience in Lean-Six Sigma. OPEX/Lean Management System
  • Intermediate to advanced experience in Project management
  • Intermediate to advanced knoweledge in Data Management and Analytics
  • Intermediate to advanced knoweledge in Performance Mangement
  • Foundational to Intermediate knowledge in Business Finance
  • Foundational to Intermediate knowledge in Maersk Products and Value proposition
  • Foundational to Intermediate knowledge in Maersk Process and Systems
  • Foundational to Intermediate understanding of Customer Value Chain and Supply Chain
  • Intermediate to advanced oral and written Communication
  • Intermediate to advanced Stakeholder Management
  • Intermediate to advanced Change Management
  • Intermediate to advanced Training and Coaching skills

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Job Detail

  • Job Id
    4b612492a14712aa
  • Location
    id
  • Company
  • Type
    Private
  • Employment Status
    Permanent
  • Positions
    Available
  • Career Level
    Experience
  • Gender
    Male/Female

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