• Support the Global Process Development Lead in the improvement of the offshored activities through standardisation and simplification. The job role will require a strong drive to achieve a continuous improvement within the process and taking lead in global improvement initiatives/ projects.
Key Responsibilities
• Accountable for delivering continuously improved processes (Elimination, simplification, standardisation and Automation)
o Identify improvement opportunities (operating model, processes etc.)
o Own process improvement plans including tracking of progress and benefits
o Manage improvement and transformation projects
o Make sure that Improvement projects are tracked, shared and on time
o Design and implement process control and end-to-end performance measurements with Buyer of Service
• Overall responsible for managing the relationship with Buyer of Service on improvement projects
o Review Process Improvement progress and performance with Buyer of Service
o Engage stakeholders to proactively drive improvement of processes
• Over-all responsible for Process Governance, Measurements and Improvements
o Ensure process compliance framework is established
o Develop and maintain Service Level Agreements and KPI targets
o Make sure that the Process Improvement agenda are linked and targeted towards reaching the overall process objectives
o Ensure operational definitions are in place for Service Management to deliver measurements
• Over-all responsible for tracking of benefit realisation for each project according to plan
Skills Required
• University graduated
• Minimum 7 years relevant experience in Process and People Management in a BPO or similar type of experiences
• Black Belt preferred
• Ability to handle bottom line responsibility
• Proven strong leadership skills
• Project management skills
• Process excellence skills
• Excellent stakeholder management experience
• Good communication skill and interpersonal skill
• Customer focus
• Organisational, Time management and priority setting
• Capacity to handle change
• Taking initiative : Identifying what needs to be done and doing it before being asked or before the situation warrants it
• Analytical and problem solving skills
• Drive for Results and be a catalyst for positive changes in terms of new business activities and improvements - convey a sense of urgency and drive issues to closure, be persistent despite obstacles and opposition
• Good working knowledge of MS Office products including Word, Excel and PowerPoint.
• Innovation and open-mindedness on change
• Structured thought process
• Negotiation skills
• Strategic Tactical Sense of detail
• Multi-Cultural understanding
• Ability to work under high stress
Success Measures
• Customer Engagement and Business Partner satisfaction within acceptable level
• Process efficiencies through standardised and simplified activities
SLA Compliance / KPI achievement
Contact information:
For further information regarding this opening, pls contact Christa Nielsen (CES013) - Global Development Lead - MT/MOG/MDR/Svitzer
About the company:
Maersk Global Service Centers are spread across 6 sites with strength of over 9500 employees. The GSC is responsible for facilitating & executing off-shoring primarily for Maersk Line, however also covering all other Business Units of the APMM Group. The GSC has been extremely successful in doubling its size over the past 2 years whilst at the same time improving the satisfaction as well as processes of our business partners. In order for the GSC to adapt to the expected high growth in the coming years, we have created a scalable organization that allows for rapid growth combined with an enhanced ability to both standardize and deliver consistent processes & perform at a higher level. To enable the GSC to deliver on this, we have switched to a process based, organization - called the GSC 2.0 from 01st August 2011.