Regional Ops SME

Job Purpose/summary:

The Regional Operations SME enables the successful implementation and adoption of global solutions by translating global standards, operating models, and platform capabilities into practical and executable processes within regional operations.

The role serves as a primary bridge between Global Solution SMEs and Center teams, including xPOs, Platform, Technology, and business teams, providing deep Lead Logistics process expertise, operational insights, and execution support to ensure solutions are effectively integrated into day-to-day operations and deliver intended business outcomes.

Working closely with business teams and Center teams, the role supports SCP migrations, drives implementation readiness, solution adoption, process standardization, and continuous improvement while ensuring regional business requirements and operational realities are appropriately represented.

The role is accountable for enabling execution, supporting regional transformation initiatives, and driving sustainable business outcomes. Equally important, the role captures frontline feedback, operational constraints, adoption challenges, and improvement opportunities to help refine global solutions, close design-to-execution gaps, and improve long-term scalability and effectiveness.

Key responsibilities:

• Support SCP migrations and implementation activities for new and existing customers, ensuring operational readiness, business adoption, and seamless onboarding.
• Translate global standards, operating models, and solution designs into executable processes and practical operating practices that support regional business requirements.
• Drive process standardization and continuous improvement initiatives by promoting global standards, identifying process gaps, and implementing scalable operational improvements.
• Accelerate the adoption and effective utilization of SCP and other strategic platforms by partnering with business teams, Global Solution SMEs, Platform, Technology, and xPO stakeholders.
• Provide business requirements, operational insights, and frontline feedback to support the continuous evolution and enhancement of platform capabilities and user experience.
• Lead and support User Acceptance Testing (UAT), validate business requirements, identify improvement opportunities, and raise enhancement requests through established governance channels.
• Drive adoption of Horizontal Workflow Automation (HWA), automation capabilities, and other technology-enabled solutions by supporting implementation, stabilization, and business readiness activities.
• Provide operational support, perform root cause analysis (RCA), identify recurring issues, and work with relevant stakeholders to implement sustainable corrective and preventive actions.
• Support the development, maintenance, and continuous improvement of SOPs, knowledge repositories, user guides, and training materials in collaboration with business teams and Global Solution SMEs.
• Ensure master data accuracy and configuration integrity, including locations, vendors, carriers, business rules, and other critical system parameters required for successful platform execution.

Primary internal stakeholders:

• Super Users (SUs) / Process Champions
• Frontline Business Teams
• GSC/AREA CI
• Customer Implementation / Migration Teams
• GSC Solution SMEs
• GSC Dry Run Coordinators
• xPOs, Platform, Tech
• GSC Regional SMEs/ AREA SME
• Account team-CPD, CPM

Primary external stakeholders:

• Customers/Shippers
• Suppliers

Required qualification, experience & skills:

Experience

• 3-5+ years of experience in Lead Logistics, Supply Chain Management, Customer Experience, Operations Excellence, Process Improvement, Business Transformation, or related operational functions.
• Demonstrated experience supporting SCP migrations, platform adoption, process improvement initiatives, or operational transformation programs.
• Experience working directly with business teams and cross-functional stakeholders across operations, customer experience, technology, and support functions.
• Experience supporting implementation, operational readiness, change adoption, training, or business enablement activities within operational environments.

Required Skills & Competencies

• Process Mindset: Ability to understand, analyze, and improve end-to-end business processes while balancing customer requirements, operational realities, standardization objectives, and scalability considerations.
• Analytical Thinking: Ability to leverage process knowledge, operational data, and structured problem-solving techniques to identify root causes, assess business impacts, and drive continuous improvement.
• Structured Thinking: Ability to organize complex operational issues into logical frameworks, identify dependencies, and develop practical and sustainable solutions.
• Execution & Change Enablement: Ability to drive implementation activities, manage operational readiness, support stakeholder adoption, and ensure successful deployment of new capabilities.
• Stakeholder Collaboration: Ability to work effectively with business teams, regional leadership, Global Solution SMEs, and Centre teams to support solution adoption and business outcomes.
• Communication & Training: Ability to facilitate knowledge transfer, support user training, and communicate process or system changes effectively across operational teams.

Required Business/ Technical Knowledge:

• Strong knowledge of Lead Logistics operational processes, including Supply Chain Management (SCM), Booking Service, Customer Experience, exception handling, and related operational workflows.
• Strong understanding of end-to-end process management, process standardization principles, SOP governance, and continuous improvement methodologies.
• Knowledge of SCP capabilities, platform-supported business processes, and operational adoption requirements within logistics and customer experience environments.
• Understanding of SCP migration activities, implementation readiness, deployment support, stabilization, and business adoption practices.
• Knowledge of User Acceptance Testing (UAT), business requirement validation, root cause analysis (RCA), and issue resolution methodologies.
• Understanding of operational performance metrics, process controls, productivity drivers, and data-driven decision-making approaches.
• Working knowledge of workflow automation, AI-enabled capabilities, and digital solutions, with the ability to evaluate how technology can enhance process efficiency and user experience.
• Knowledge of master data governance principles and the relationship between process execution, system configuration, and data quality.

Key measures:

Specific:

• Platform Adoption & Business Effectiveness – Adoption and effective utilization of SCP, HWA, and other platform capabilities, measured through business usage, process compliance, operational efficiency, and user adoption outcomes.
• Process Standardization & Compliance – Successful implementation of global process standards, operating procedures, and governance requirements across regional operations.
• Migration & Implementation Quality – Successful delivery of SCP migrations, deployment activities, and business readiness initiatives against agreed timelines, quality standards, and adoption objectives.
• Solution Adoption & Stabilization – Effective onboarding, user enablement, issue resolution, and post-deployment stabilization of new capabilities and process changes.
• Continuous Improvement Impact – Measurable improvements in process effectiveness, operational performance, data quality, automation utilization, or reduction of operational complexity.

Shared:

• Customer satisfaction (e.g. KCXi & NPS)
• Customer Retention
• Operational performance (SLA’S)
• Productivity
• 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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