Regional Ops SME

Job Purpose / Summary:

Play a pivotal role within the transformation journey. The role is expected to drive standardization, SCP adoption, and process improvements to unlock and maximize the potential of the Lead Logistics organization.

The role is expected to bridge frontline CX agents with XPOs to ensure the transformation agenda is embedded into daily routines. This includes development, governance, and optimization of processes to enable better performance, higher efficiency, and superior customer satisfaction.

Key Responsibilities:

• Process standardization through establishment and implementation of uniform and consistent procedures, methods, and best practices (defined by FPO – Aris) to achieve efficiency, quality, and reliability objectives.
• Drive systematic process improvement initiatives by identifying, analyzing, and implementing changes to business processes to improve efficiency and effectiveness.
• Accelerate SCP and other platform adoption within the Lead Logistics organization.
• Support Learning & Development teams in building platform knowledge and execution capabilities.
• Collaborate with XPOs to continuously evolve and enhance platforms, improving both user and customer experience.
• Provide real-time support, perform Root Cause Analysis (RCA), and ensure timely resolution with preventive actions.
• Support SCP migration projects for new and existing customers and ensure seamless onboarding.
• Lead and support User Acceptance Testing (UAT) for new features and raise enhancement requests through JIRA.
• Drive SCP Horizontal Workflow Automation (HWA) and ensure smooth adoption.
• Conduct training sessions for Super Users (SUs) and end users on new SCP functionalities.
• Support development and maintenance of SOPs, user guides, and knowledge repositories.
• Ensure accuracy and configuration of Master Data Management (MDM), including locations, vendors, carriers, and business rules.

Roles / Teams Within the Function

• Super Users (SUs) / Process Champions
• Execution / Operations Teams
• Process Excellence / Continuous Improvement Team
• Team Leaders
• GSC Site Stakeholders

Divisions / Departments Outside the Function

• Product Teams / Technology
• Customer Implementation / Migration Teams

Primary External Stakeholders

• Vendors
• Customers

Required Skills and Technical Knowledge

• Review of changes to standard rates – Lead Logistics
• Strong understanding of shipment lifecycle (Planning → Execution → Delivery → Visibility)
• Knowledge of import/export operations and documentation
• Freight Forwarding & Logistics domain expertise
• Process Excellence & Continuous Improvement knowledge

Key Measures

• SCP platform adoption metrics
• Process standardization
• Implementation timelines and quality
• Customer satisfaction (KCXi & NPS)
• Customer retention
• Operational performance (SLAs)
• Productivity
• Pillar health metrics
• Business growth

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. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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