Manager - Process and Performance Support

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

CorporateDescription

OrganizationDescription

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.

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
• S upporting 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.
• S upporting the development of **Business Intelligence Dashboards/Reports** as applicable
• S upport in the role of Command Centre **liaising with GCC and QSC** to ensure all stakeholders are delivering towards a common organizational goal.
• E nsure 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