Lead Logistics CX & Operations – CBL Manager

This role is a pivotal leadership position within the VNGSC structure, designed for an experienced logistics professional who thrives in team management, process excellence, and system-driven Carrier Documentation
The ideal candidate brings strong operational knowledge of Carrier Bills of Lading, a passion for developing people, and a continuous improvement mindset to optimize cost and service delivery. Candidates looking for a purely commercial or procurement-focused role may find this position distinct, as its core impact lies in Operational Excellence, Team Leadership, and Transformation Execution

Purpose of Role

As the CBL Manager (Carrier Bill of Lading Manager), you will lead and drive the operational excellence, strategy, and continuous improvement of the VNGSC CBL Team. You will be responsible for managing end-to-end Carrier Document Handling—including Carrier Bill of Lading (CBL) validation against FCR/HBL, system updates, document accuracy, and compliance.

Acting as a key operational bridge between Area CX, internal GSC, Vendors, Carriers, and internal SCM teams, the CBL Manager ensures smooth operational workflows, zero service failures, tight cost control, and high customer satisfaction (KCX/NPS). This role combines strong people leadership, stakeholder management, performance analytics, and transformation adoption to sustain a high-performing, engaged team.

We offer

Join our SCM Operations team and build expertise in Supply Chain System Operations. We offer a dynamic and rewarding work environment where you can:

• Lead & Transform: Direct and develop a specialized operational team handling high-volume Carrier Documentation and SCM System processes across regional markets.
• Global Exposure: Work closely with cross-functional global stakeholders, Area Delivery leadership, Carriers, Vendors, and 3P suppliers.
• Drive Innovation: Lead Lean initiatives, process standardization, Power BI/Automation adoption, and digital transformation projects.
• People & Career Growth: Empowered environment with structured leadership development, talent retention programs, and clear career progression path.
• Inclusive Environment: A dynamic workplace at Maersk centered on diversity, continuous learning, and collaborative empowerment

At Maersk, we value diversity and inclusion. We believe that every individual brings unique perspectives and experiences that contribute to our success. We are committed to creating a workplace where everyone feels valued, respected, and empowered to reach their full potential.

Key Responsibilities

1. Functional & Operational Management (CBL Execution):

• Carrier Document Validation & SLA Compliance: Oversee the end-to-end Carrier Bill of Lading validation process against FCR/HBL, Shipping Instructions, and SCM system data. Ensure strict compliance with customer SOPs and internal IOPs
• Operational Escalation & Issue Resolution: Serve as the primary operational escalation point for critical issues, exceptions, or delays in cargo/document release. Lead root-cause analysis and execute corrective action plans
• Data Quality & System Accuracy: Maintain continuous visibility over shipment data, document completeness, and carrier cut-off timelines to eliminate downstream errors in FinOps, Customs, or Destination delivery
• Stakeholder Performance Management: Monitor, review, and drive performance across external partners (Carriers, NVOCCs, Vendors) and internal teams to ensure service delivery and cost efficiency

2. People Leadership & Talent Development:

• Team Leadership & Capability Building: Set annual targets rooted in balancing quality, productivity, and cost. Coach, motivate, and develop sub-team members through structured learning plans and performance coaching.
• Engagement & Retention: Create an engaged, inclusive work culture where talent is recognized, rewarded, and equipped with change leadership skills.
• Resource & Capacity Management: Optimize team capacity, balance workload across sub-teams/members, and support off-shoring migration projects on committed timelines

3. Process Control & Transformation:

• Continuous Improvement & Standardization: Drive CI mindsets, standardize processes across GSC sites, and lead automation/digitization projects
• Transformation Adoption: Lead and anchor global tech implementations, Case Management/Cloud adoption, and system upgrades within the Spoke structure

Organizational Matrix & Key Interdependencies

A single incorrect system update can result in:

• Customer Experience: Customer NPS, KCX, CSAT.
• Operational Quality: Document/System Accuracy Rate, IOP/SOP Compliance, Timeliness.
• People & Engagement: Team EES (Employee Engagement Survey), Talent Retention, Upskilling

Key Interdependencies:

• Direct Supervisor: Senior Team Manager.
• Direct Reports: CBL Team Lead
• Internal Stakeholders: GSC Hub, Area CX/4PL/LCL, Destination/Origin Teams, Program Managers, FinOps, CI Team.
• External Stakeholders: Ocean Carriers, NVOCCs, Shippers/Vendors, Customers

Qualification & Requirements

1. Education & Experience

• Strong attention to detail and accuracy.
• Bachelor’s degree in Supply Chain, Logistics, International Business, or relevant disciplines.
• Minimum 3–5 years of progressive experience in Logistics, SCM, Freight Forwarding, or GSC Operations, with at least 1–2 years in a management/leadership role.
• Strong technical background in Inland Delivery, Ocean/Carrier Documentation (CBL, FCR, HBL, SI), and SCM Exception Management.

2. Strategic & Operational Leadership Competencies:

• Performance management, team development, and coaching.
• Excellent stakeholder management skills with the ability to bridge operations between Area CX, internal GSC, and external stakeholders.
• Strong problem-solving, root-cause analysis, and decision-making capabilities under tight cut-off deadlines

3. Digital, Process & System Aptitude

• Deep understanding of CI principles, process standardization, and continuous improvement methods.
• High digital affinity: Tech-savvy mindset, comfortable with SCM/TMS/SCP systems.
• Proficiency in MS Office (Advanced Excel, PowerPoint); experience with Power BI, Power Apps, or Power Automate is a strong advantage

4. Communication & Language:

• Good written and verbal communication skills.
• Ability to follow up effectively with stakeholders.
• Professional approach to issue resolution and escalation.
• Team-player mindset and willingness to support broader SCM operations.

5. Experience:

• Professional fluency in English (both written and spoken).
• Strong communication, negotiation, and conflict resolution skills.
• Ability to work comfortably in a matrix global organization

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law.
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