Team Leader

Job Description

About the role

The Team Leader is responsible for leading the Multi-carrier Landside Operations (OPS) team with the following main responsibilities:

• Leadership: Lead the team. Team may include Intermodal, Customer Experience, designated members, and responsibility.

• Operations Service Delivery: Drive daily operational excellence in close cooperation with different stakeholder teams, impacting operational service delivery.

• Cost Leadership: Cost avoidance and revenue leakage mitigation.

• Customer Experience: Manage customer experience & disputes.

• Transformation: Drive the transformation agenda for Intermodal.

• Escalation: First point of escalation for Dispatch & Driver settlement-related tasks handled within the team.

Key responsibilities

• Focusses on processes, policies, compliance & relevant system-based knowledge for creating the right customer experience.

• Demonstrates understanding of the company's business strategy, functional goals, key performance measures, and objectives.

• Ability to use logical, systematic, sequential & pragmatic approach in solving day-to-day issues. Make use of available tools and collaborate to solve the problem in hand.

• Understanding of financial aspects around operational processes & their impact on day-to-day business. To have an owner’s mindset, identify & avoid any unjust costs while looking at every possible opportunity for avoiding revenue leakage.

• Demonstrates a strong sense of responsibility & ownership. Own end-to-end resolution of customers’ problems and provides a positive Maersk customer experience All The Way.

• Ability to anticipate & act on future problems, needs, or changes and adjusts with the right solutions for customers. To take control of a situation, makes use of various proactive tools & reports to provide continuously improved Maersk customer experience.

• Communicates clearly and consistently. Engages with stakeholders by influencing a variety of outcomes.

• To develop, maintain, and strengthen partnerships with our co-workers, customers, vendors, suppliers & other stakeholders both inside and outside of Maersk.

• Agile mindset and is able to cope with change, risk, setbacks & uncertainty during any transformational change in Maersk.

• Ability to make difficult decisions in a timely manner.

Required experience

• Experience in managing people, especially during night shift.

• 3+ years of experience in landside logistics, freight forwarding, or shipping industry.

• Willing to work in full night shifts.

• Acquainted with logistical business environments.

• Focused on the reduction of cost exposure and revenue leakage mitagation.

• Customer Service Experience will be an added advantage.

• Understanding of Agile, six sigma & lean principles, use Lean tools to organize/lead.

Skills

• Advanced level of English.

• Very good exposure and end-to-end understanding of container shipping business / process landscape.

• Good knowledge and understanding of vendor payments / cost approvals process and customer invoicing.

• Well versed with Agile methodologies.

• Good knowledge in working with MS Office, Power Bi and SAP Business Objects applications/tools.

• Good knowledge and experience in working with Salesforce – Case management.

• Any other analytics-based technical acumen will be preferred.

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.

We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com.