Would you like to be part of a value-driven, commercially oriented international environment where we enable global trade every day?
As the Area Head of Continuous Improvement – Customer Experience, you will be responsible for driving continuous improvement and supporting performance management across the Southern Africa & Islands (SAI) Area, both within Customer Experience (CX) and across other functions (and product scope). There is a strong emphasis on realization of both efficiencies and quality. This role includes anchoring and facilitating project prioritization as well as ensuring readiness in support of CX Leaders and their teams. The incumbent in this role will work closely with the Area Head of Customer Experience and will act as a sounding board, providing input into critical business processes, championing Quality, as well as play a crucial role in change management and transformation initiatives.
WHAT WE OFFER:
When you join Maersk, you'll find that the world is your workplace. You'll work in a culturally diverse, stimulating environment, surrounded by new ideas and different ways of doing things. We believe in individual performance within highly professional teams supported by our distinctive values. To us teamwork means acceptance, respect, dedication, and the idea that we can achieve more when we all pull together.
Living our values means competing in the marketplace in an ethical way so our name is synonymous with being a credible and valuable business partner. Through Constant Care and Humbleness, we strive to prepare for the future, while never forgetting that our customers and competitors are key to our ability to improve. In our daily work Uprightness and Our Employees mean that transparency and accountability in everything we do go hand in hand with being an inspiring, challenging place to work. At Maersk, we take pride in hiring the best person for the job – irrespective of gender, age, nationality, or religious belief.
KEY RESPONSIBILITIES:
Support the Area Head of Customer Experience to anchor and drive defined projects for Area Customer Experience and the business (where required).
Support the Area Head of Customer Experience on defining complementary local metrics to the global KPIs and ensure performance management cycles are in place and followed up across CX & Execution teams.
Quality champion.
Coordinate and review all CX functional excellence activities in the Area and develop change management strategies to ensure successful implementation and adoption in support to Area CX leadership.
Drive a continuous improvement mindset in Area CX (and the broader business) via on-the-job application of LEAN techniques/tools.
Drive process standardization across teams.
Continuously align initiatives and manage risks associated with deployment of initiatives.
Enhance the level of customer satisfaction to improve productivity, anticipate and solve customer problems.
Crisis Management and Business Resilience focal for Area CX.
Drive cross functional collaboration.
WHO WE ARE LOOKING FOR
Someone with:
At least 7 – 10 years relevant leadership experience
Excellent understanding and focus on Customer Experience
Process improvement and project management skills
Strong communication and stakeholder management skills
Understanding E2E Business Landscape and Operational Excellence / LEAN/ Six Sigma experience is beneficial
Highly structured and analytical
Strong influencing skills
Results driven combined with the ability to achieve results through people
International experience and comfortable working in a matrix organization
Ability to operate independently
Can work in an environment where there are multiple change load items being implemented simultaneously
Strong leadership behaviours
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 ******.
#J-18808-Ljbffr
