Cargo Operations Manager
hace 15 horas
Job Overview
A.P. Moller - Maersk is committed to delivering exceptional cargo care services, and we're seeking a skilled Cargo Operations Manager to lead our efforts.
About the Role
This key position plays a pivotal role in ensuring seamless cargo operations, prioritizing customer obsession, operational excellence, and senior stakeholder management.
Key Responsibilities
- Customer Obsession: Drive agenda during Weekly and Monthly Area Collaboration Calls with TbM and Area teams.
- CSLS & NPS Analysis: Conduct thorough CSLS and NPS analysis for full TbM, owning actions and providing end-to-end customer handling via SVD promise analysis.
- Collaboration: Collaborate with Hubs Customer Solutions Lead to co-execute and recommend VAS products.
- Area Business Plan Execution: Execute Area Business Plans within TbM, connecting through the port complex.
- ISR Improvement Analysis: Drive ISR improvement analysis to bridge knowledge gaps within OTCS & CX teams.
- Priority Handling Procedures: Create and implement procedures for Priority Handling customers.
- Operational Excellence & Data Analysis: Stay active on field, managing 35-40% of daily execution work tasks, and recommending platform and process improvements (ACE, MDS, ODM, Adam).
- Cargo Care Quality Control: Oversee and enhance quality control measures for cargo care (VGM, IMO, Overweight, BHT, AHT, etc).
- Root Cause Analysis: Conduct root cause analysis of unhappy flows (structural connection drops, long layover bottlenecks), SVD metrics, and transport plan changes.
- Cost Recovery Opportunities: Drive Cost Recovery opportunities across various business segments within Cargo flow.
- Senior Stakeholder Management: Engage with Area/CX Heads to foster positive relationships and enhance overall collaboration.
- Accountability: Accountable NPS score based on area level and customer level, reduction of contact per shipment, improvement of LP, DP, N2W per area and customer level, reduction and improvement of TP Changes quality & quantity, E2E ownership of seasonality and selected (PH) cargo across, RCA and process improvement projects for respective Area, Cost Ownership drives across various initiatives, CMTs & Contingency handlings, Stakeholder Management, Consulted Customer pain points, CSLS, CSAT, NPS for TbM, Service Delivery & End to End customer priority handling, Data analysis, Root cause analysis and process improvement, Predictive recommendations and suggestions, Area Business Plan & Local Market needs, Ocean contract and service delivery promise handling.
Salary Range: $90,000 - $110,000 per annum, depending on experience and qualifications.
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