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.

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.

Job description provided by Hapag-Lloyd.
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