Manager - Process and Performance Support

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

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

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.