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Senior Cargo Operations Manager

hace 2 meses

Campo de Caso, Asturias, España Damco Spain Sl A tiempo completo

Cargo Care Operations Role

As a Senior Cargo Care Lead at Damco Spain Sl, you will play a pivotal role in ensuring the seamless flow of cargo operations while prioritizing customer obsession, operational excellence, and senior stakeholder management. Your responsibilities will include overseeing the entire cargo care process, from customer engagement to operational execution, and maintaining synchronization with Area Business Plans. By balancing these key aspects, you will contribute to the organization's success and enhance its reputation for exceptional cargo care service.

Key Responsibilities

  • Drive agenda during Weekly and Monthly Area Collaboration Call with TbM and Area.
  • CSLS & NPS analysis for full TbM with ownership of actions & an E2E customer handling via SVD promise analysis.
  • Collaboration with Hubs Customer solutions lead to co-execute and recommend VAS products.
  • Area Business Plan execution within TbM connecting through the port complex.
  • Drive ISR improvement analysis to bridge knowledge gaps within OTCS & CX teams.
  • Create, Implement right procedures for Priority Handling customers.
  • Operational Excellence & Data Analysis
  • Stay active on field: Manage 35-40% of the daily execution work tasks.
  • Recommendations to FPO and BPO for platforms and processes improvement.
  • Oversee and enhance quality control measures for cargo care.
  • Root cause analysis of unhappy flow.
  • Drive Cost Recovery opportunities across various business segments within Cargo flow.
  • Senior Stakeholder Management
  • Engagement with Area/CX Heads to foster positive relationships and enhancing overall collaboration.
  • Primary point of contact for senior stakeholders, understanding their needs, expectations, and concerns/escalations across all domains.
  • Advocacy, Risk Management & Conflict Resolution between Area/CX & Area Delivery Team.