Customer Service Manager - Operations (Preference of Shipping/Freight)
by Maersk Global Service Centres (india) Pvt Ltd in Mumbai
Experience: 5 to 6 yrs. | Opening(s): 2 Posted on:
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Job Description Send me Jobs like this
Job overview purpose/summary
The position involves being the key anchor / entry point for the country/cluster Organisation for all the off shored Customer Service processes.
• Deliver country / cluster targets in scope along with defined objectives
• Manage and drive adherence to standardized global processes, and lead the introduction to new strategic initiatives.
• Take steps to maximize customer satisfaction, and build strong and lasting customer relationships.
• Develop talent, organizational motivation, professionalism, efficiency, including living the values.
• Be responsible for full interactions with other functions and remote/off shored team for optimal efficiency, adherence to policies and pursuit of best customer experience for respective country/cluster.
• Monitor performance against set KPI’s, take corrective action where necessary, and drive continuous improvement for all processes in scope.
•Lead and coach a team of individuals to optimise processes and individual performance.
• Contribute to Cluster strategy and tactics, in line with the company’s strategic objectives where possible, thereby becoming an integral and valuable part of the country cluster leadership team.
Key responsibilities
Team Formation
• Hire/select the right candidates
• Develop, coach and lead the team
• Facilitate training/certification of the respective staff locally or onsite where required
• Support the Migration Manager from inception until sign off of the migrating processes and thereafter own the processes
Coaching and development
• Challenges and supports direct reports in developing and implementing customer service strategy and adhering to global standards
Communication & Stakeholder Management
• Maintains relationships with:
• Local country cluster manager, local Customer Service Manager and local customer service teams to have a constant VOC/VOP seen from the staff closest to the customers and market.
• Country cluster Trade and Marketing, Sales and Operations functions.
• Local customers, to truly understand our customer’s requirements and how we are performing in their eyes.
• Head Office Customer Service, to understand global initiatives and adhere to global policies
• Other GSC Customer service managers to facilitate best practice sharing
Performance
• Monitors performance against established KPIs and budgets, takes corrective action when necessary and exceed where possible.
• Continuously drive to reduce waste in the Customer Service processes, by analysing (speaking with) data and recommending improvements to relevant parties.
Develop and maintain customer service strategy
• Recommends and agrees on an effective strategy with country management and the customer care team to meet overall customer service and company strategy.
• Maintain a dynamic and scalable organisational model where resources are managed efficiently and effectively both as per business and volume developments
Have periodic, face-to-face meetings with key external customers to get feedback on service levels and identify opportunities for improvements.
Ensure internal controls are adequately and effectively executed to avoid and prevent frauds within the scope of processes off shored.
Salary:
Incentive Scheme
Industry:
BPO, Call Centre, ITeS
Functional Area:
ITES/BPO/KPO, Customer Service, Ops.
Role Category:
Operations
Role:
Operations Manager
Keyskills:
customer service, customer service strategy, Lean Six Sigma
Desired Candidate Profile
Education:
(UG - Any Graduate - Any Specialization) AND (PG - Any PG Course - Any Specialization)
Skills required • The ideal candidate will be a person with 5-8 years experience in managing frontline Customer Service process teams in the services industry. • An individual, who’s decisive, has a sense of urgency and result orientation – thereby delivering objectives and increasing business performance. • A leader that inspires, motivates, coaches, communicates & collaborates - thereby driving the necessary changes in process, organisation and customer satisfaction. • Has an excellent leadership skill to manage multiple stakeholders both internally within the GSC Organisation and Country/Cluster Organisation. • Has the ability to attract and retain talent. • The candidate should be able to actively work with other functions to ensure quality service is delivered to external customers. Building collaborative relationships across the organisations functions is key. • Effective change management skills to drive, support Organisation strategy • Has strong analytical skills and an experience in driving Lean, Six Sigma would be an advantage. • Project Management experience would be an advantage. • Shipping and or sea freight experience is preferable.
- Need to have managed team of atleast 10-20 direct reportees
- Managerial experience at least 3+ years
Company Profile
Maersk Global Service Centres (india) Pvt Ltd
http://www.maersk.com
The A.P. Moller - Maersk Group is a worldwide conglomerate. We operate in some 130 countries and have a workforce of some 108,000 employees. In addition to owning one of the world’s largest shipping companies, we’re involved in a wide range of activities in the energy, logistics, retail and manufacturing industries. More information about the Maersk Group can be found at www.maersk.com
The Maersk Global Service Centres 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.
Contact Details
Executive Name:
Nisha Thomas
Contact Company:
Maersk Global Service Centres India Pvt Ltd
Address:
4th & 5th floor, Prudential Building Central Avenue Road Hiranandani Business Park, Powai MUMBAI,Maharashtra,India 400076
Email Address:
bomgschrdjob@maersk.com
Reference Id:
Customer Service Manager
by Maersk Global Service Centres (india) Pvt Ltd in Mumbai
Experience: 5 to 6 yrs. | Opening(s): 2 Posted on:
Share
Job Description Send me Jobs like this
Job overview purpose/summary
The position involves being the key anchor / entry point for the country/cluster Organisation for all the off shored Customer Service processes.
• Deliver country / cluster targets in scope along with defined objectives
• Manage and drive adherence to standardized global processes, and lead the introduction to new strategic initiatives.
• Take steps to maximize customer satisfaction, and build strong and lasting customer relationships.
• Develop talent, organizational motivation, professionalism, efficiency, including living the values.
• Be responsible for full interactions with other functions and remote/off shored team for optimal efficiency, adherence to policies and pursuit of best customer experience for respective country/cluster.
• Monitor performance against set KPI’s, take corrective action where necessary, and drive continuous improvement for all processes in scope.
•Lead and coach a team of individuals to optimise processes and individual performance.
• Contribute to Cluster strategy and tactics, in line with the company’s strategic objectives where possible, thereby becoming an integral and valuable part of the country cluster leadership team.
Key responsibilities
Team Formation
• Hire/select the right candidates
• Develop, coach and lead the team
• Facilitate training/certification of the respective staff locally or onsite where required
• Support the Migration Manager from inception until sign off of the migrating processes and thereafter own the processes
Coaching and development
• Challenges and supports direct reports in developing and implementing customer service strategy and adhering to global standards
Communication & Stakeholder Management
• Maintains relationships with:
• Local country cluster manager, local Customer Service Manager and local customer service teams to have a constant VOC/VOP seen from the staff closest to the customers and market.
• Country cluster Trade and Marketing, Sales and Operations functions.
• Local customers, to truly understand our customer’s requirements and how we are performing in their eyes.
• Head Office Customer Service, to understand global initiatives and adhere to global policies
• Other GSC Customer service managers to facilitate best practice sharing
Performance
• Monitors performance against established KPIs and budgets, takes corrective action when necessary and exceed where possible.
• Continuously drive to reduce waste in the Customer Service processes, by analysing (speaking with) data and recommending improvements to relevant parties.
Develop and maintain customer service strategy
• Recommends and agrees on an effective strategy with country management and the customer care team to meet overall customer service and company strategy.
• Maintain a dynamic and scalable organisational model where resources are managed efficiently and effectively both as per business and volume developments
Have periodic, face-to-face meetings with key external customers to get feedback on service levels and identify opportunities for improvements.
Ensure internal controls are adequately and effectively executed to avoid and prevent frauds within the scope of processes off shored.
Salary:
Incentive Scheme
Industry:
BPO, Call Centre, ITeS
Functional Area:
ITES/BPO/KPO, Customer Service, Ops.
Role Category:
Operations
Role:
Operations Manager
Keyskills:
customer service, customer service strategy, Lean Six Sigma
Desired Candidate Profile
Education:
(UG - Any Graduate - Any Specialization) AND (PG - Any PG Course - Any Specialization)
Skills required • The ideal candidate will be a person with 5-8 years experience in managing frontline Customer Service process teams in the services industry. • An individual, who’s decisive, has a sense of urgency and result orientation – thereby delivering objectives and increasing business performance. • A leader that inspires, motivates, coaches, communicates & collaborates - thereby driving the necessary changes in process, organisation and customer satisfaction. • Has an excellent leadership skill to manage multiple stakeholders both internally within the GSC Organisation and Country/Cluster Organisation. • Has the ability to attract and retain talent. • The candidate should be able to actively work with other functions to ensure quality service is delivered to external customers. Building collaborative relationships across the organisations functions is key. • Effective change management skills to drive, support Organisation strategy • Has strong analytical skills and an experience in driving Lean, Six Sigma would be an advantage. • Project Management experience would be an advantage. • Shipping and or sea freight experience is preferable.
- Need to have managed team of atleast 10-20 direct reportees
- Managerial experience at least 3+ years
Company Profile
Maersk Global Service Centres (india) Pvt Ltd
http://www.maersk.com
The A.P. Moller - Maersk Group is a worldwide conglomerate. We operate in some 130 countries and have a workforce of some 108,000 employees. In addition to owning one of the world’s largest shipping companies, we’re involved in a wide range of activities in the energy, logistics, retail and manufacturing industries. More information about the Maersk Group can be found at www.maersk.com
The Maersk Global Service Centres 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.
Contact Details
Executive Name:
Nisha Thomas
Contact Company:
Maersk Global Service Centres India Pvt Ltd
Address:
4th & 5th floor, Prudential Building Central Avenue Road Hiranandani Business Park, Powai MUMBAI,Maharashtra,India 400076
Email Address:
bomgschrdjob@maersk.com
Reference Id:
Customer Service Manager
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