MGF Operations Manager

Here's the DealAs an MGF Operations Manager , you’ll play a vital part in our success. The objective of this role is to Structure, staff and manage the specific CX teams; primarily in Integrated CX and Small BCOs. Lead CX locally in alignment with the strategy set by the Head of CX.Drive the strategic direction for GSC CX team to fulfill customers’ needs across all verticals and business sizes, ensuring maximum benefit of Maersk’s offering to them. Handles most situations independently and is guided by values, policies, procedures, continuous improvement, and the business plan. Understands the overall nature of the business and the interdependencies between own and other functions, and most importantly, develops people by providing coaching and mentoring to build organizational capability and strong talent pipeline.Key Responsibilities:Drive Customer Experience strategy and outcomesEnsure CX drives proactive customer support and issue resolution for a seamless customer experience in cross-functional teams, and across all products in scopeAccountable to own, create, maintain and test a business continuity plan for critical customer processes in Ocean and L&S.Develop and sustain a capable CX OrganizationThe CX organizational design and leadership staffing, in accordance with Area design and global blueprint.Leading, directing and coaching CX direct reports, and monitoring/managing that CX teams are coached and supported to enable their developmentEnsure CX teams are trained in accordance with global standards, and individual customer service approaches differ with customer segment focus (e.g. Integrated vs. Direct Transport)Build teams with strong knowledge of local products and services, and with mixed competencies (functional and commercial), who can timely, and cost efficiently maximize customer value of all ‘By Maersk’ modelsDeliver growth and profitability plansUp-sell and cross-sell to all customers, and their supply chain partners (where relevant), in accordance with global policyActively monitor and manage volume trajectory to drive growth; reduce churn and expedite new and additional business conversionWe are looking forAn experienced Leader in the Shipping/Ocean and Logistics & Services arena, preferably with 3-5 years in a related position. Strong operational background and with execution excellence attitude. Proven leadership skills and ability to create a followership. With excellent stakeholder management skills and a very good communicator. With self-starter attitude and direction.Experience & SkillsBachelor’s Degree or equivalent experience3-5 years of Logistics experienceAbility to lead and develop a large organizationAbility to lead, coach and motivate teams towards a shared vision with clear goalsPrepare and execute a resourcing plan to run a large, profitable businessLead an organization to prepare and respond with resilience to a business environment influenced by various external factorsEstablishing senior business relationships with customersIf you have been reading so far, we’re glad to see you are interested!Use your skills to make a difference and join a global leader as we embark on an industry-defining digital transformation that will revolutionize trade! Apply now!Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing Ver el correo electrónico en click.appcast.io . #J-18808-Ljbffr