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Open nowPosted 5 days ago

Manager - Process and Performance Support

Hapag-Lloyd103 open roles

Where
Mumbai, India
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Your applicationOpen nowManager - Process and Performance SupportHapag-Lloyd · Mumbai, India

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The clock on this job

Early applications get read.

13.1% of postings close within 7 days. Measured by our own scanner across the market. Hapag-Lloyd postings stay open a median of 9 days.

Share of postings closed within
  1. 2.2%1 day
  2. 4.7%3 days
  3. 13.1%7 days
  4. 21.1%14 days
  5. 35.8%30 days
  6. 59.0%60 days
This job: posted 5 days ago

Hapag-Lloyd median: 9 days open

The posting

Job Description

Main Objectives of this position Process Excellence – Work on Process Improvement initiatives Performance Management – Manage the Quality promises by regular business reporting of KPI and doing data analysis to identify gaps and propose actionable insights

Responsibilities

Process Excellence

  • Proactively identify cross-functional process inefficiencies and performance gaps in QSC IN and flag and align actions with RPX.
  • Work closely with Super Users to Support process documentation in QSC IN and drive adoption
  • Supporting Bundling and offshoring initiatives for QSC IN by assisting in SOP creation, Time stamping and capacity planning. Process Excellence
  • Focus on n QP delivery e.g., Ease of Doing business e.g., reduction of calls, cases etc.
  • Supporting the development of Business Intelligence Dashboards/Reports as applicable
  • Support in the role of Command Centre liaising with GCC and QSC to ensure all stakeholders are delivering towards a common organizational goal.
  • Ensure daily, weekly, Monthly Reporting of key business metrics and KPI’s to management
  • Analyze data and make insightful recommendations to management. Data including but not limited to calls and case trends from Sales force, CES survey data from customers, Global QP dashboard etc..
  • Process mining data analysis on platforms like Celonis to create business insights.
  • Work on Customer Service Capacity plan for all areas quarterly.
  • Create Balance Score Card templates for all QSC L6 and report CS data monthly.
  • Process mining data analysis on platforms like Celonis to create business insights Ad hoc projects
  • Supports cross-functional & other projects such as NPS/IT projects / Business Case analysis as applicable and required by management.
  • Support Management on various PowerPoint presentations creatively using existing corporate templates Success criteria for the position
  • Enhanced Quality promise delivered
  • Improvement in KPI’s
  • Efficiency gained
  • Improvement in CES

Qualifications

Qualification and technical requirements

  • At least 8-10 years of relevant liner shipping experience
  • Excellent process knowledge about HL processes mainly in Customer Service
  • Fluent in written and spoken Business English
  • Self-starter with strong multi-tasking skills
  • A team player with ability to work under pressure and manage small teams effectively
  • Strong Stakeholder engagement & management skills across QSC, Region, GCC and HQ
  • Carries good knowledge of Business Intelligence tools (VB Macro, QV, AI etc.)
  • Good working knowledge of Internal FIS systems
  • Good listening, negotiation & convincing skills
  • Need to be creative and possess strong Analytical and problem-solving mindset
  • Well organized with good time management skills
  • Willing to take ownership of tasks and responsibility
  • Promotes Best Practice sharing within the Region and HQ through knowledge sharing forums
  • Project Management credentials like Green Belt / PMP certification would be an advantage.
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