Head of Operation and Customer Service at Maersk Group

The Maersk Group is listed on the Copenhagen Stock Exchange under the legal name, A.P. Moller - Maersk A/S. Shares in the company are divided into A and B shares, with only A shares conferring voting rights

Maersk is currently recruiting to fill the below position:

Job Title: Head of Operation and Customer Service

Job Ref.: DC-012898

We Offer
In this role:

• Will take part in the design and execution of an ambitious business plan that will look at accelerated growth over the next 5 years
• Exposure to Regional and Global Key clients
• Enhance leadership capabilities
• Process design and implementation

Leadership capabilities:

• Coach the operations team ensuring that all members are motivated and trained to the required level of competences and skills
• Set timely business related objectives to each operations employee making sure that all of them understand their responsibilities
• Determine key development actions to enhance performance
• Drive performance in compliance with the Performance Appraisal Process
• Retain and develop talent.

Measures of Performance

• Country’s budgeted CM1
• Operational KPIs
• Client retention – Churn rate
• Customer Satisfaction Survey
• Employee Engagement Survey

   
Key Responsibilities
General Responsibilities:

• Lead, develop and drive effective and well-synchronised operations and customer service across our products.
• Develop relationships with Customs Officials at each of the relevant Commands in Lagos.
• Develop close relationships with customers, vendors and client managers.
• In conjunction with the Country Sales Manager agree on specific development plans for products, trade lanes and customers.
• Establish KPIs and ensure adherence to global/regional/local SOPs
• Ensure compliance with operational procedures and systems
• Support product development
• Responsible for achieving Customer Satisfaction Survey targets.

Operational Tasks:

• Responsible for delivering on the variable cost targets
• Maintain customers informed about cargo and shipments status throughout the export/import processes ensuring that procedures are carried out timely and correctly in order to deliver the agreed services.
• Ensure that operating procedures are in place and that a high process mindset is driven at all times to ensure continuous productivity improvements.
• Ensure that operations are executed flawlessly and avoid margin deterioration as a result of operational failures.
• Act as escalation point on Customs related matters and ensure prompt resolution of disputes/queries, completion of one-off tasks and avoidance of any service disruptions for the Company.
• Size up service performance with vendors and other thirds parties to improve service levels
• Foster relationship with Key Suppliers at Director Levels and ensure that same is driven in the different levels of the organization at their own levels of regular interaction.
• Ensure accurate file estimation, customer invoicing, supplier invoice approvals, resolution of customer or supplier invoice dispute, and file closing
• Follow-up on agreed rates, terms, credit and service levels agreed for customers
• Manage the development and deployment of operations and customer service processes, guidelines and standards
• Ensure each team have client’s SOP in place, update it and establish IOP with relevant parties (truckers, finance team etc).
• Conduct relevant benchmarking and analysis to identify opportunities for performance improvement.
• Responsible for all client implementations of new business across Nigeria

Business development:

• Identify development opportunities for further exploration of new services with current or new customers
• Actively promote within our customer base cross selling initiatives as agreed with the Country Sales Manager.

Requirements
Who we are looking for

• Minimum of 7 to 10 years experience in managerial positions in Freight Forwarding Operations.
• Proven track record of P&L responsibility.
• Proven experience on product design and development.
• Project management and process excellence skills
• Good communicator and able to develop solid relationships with key suppliers
• Good skills in negotiation, evaluation and problem solving
• Excellent planning and execution capabilities
• Result oriented and self driven
• The position requires excellent English written and verbal communication skills. Knowledge of other languages is helpful.
• Proficiency in the use of Microsoft Office, Excel, and PowerPoint is required.

Application Closing Date
15th January 2013.

Method of Application
Interested and qualified candidates should:
Click here to apply online

Note: When the page opens, at the Country drop down, select Africa, then click Head of Operation and Customer Service

For further information, please contact: jacopo.fava@damco.com.