senior spe cialistMaersk Global Service Centres India Private Limited

Job Description
Has expertise in the process with proven ability to coordinate the work
from employees across Level 1, 2.
May also co-ordinate work of A3 in the same process.
Is an expert on Region Processes, Customer requirements and Global SOPs.
The Sr. Specialist is responsible to handle one or more of the following tasks:
Ensure process & data quality for documents & milestones
Maintain a pro-active approach on Customer Engagement at a Specialist or SME level, by offering suggestions / solutions to move up the value chain.
Super user responsibilities
Process governance & control
Additionally, the Sr. Specialist is part of the larger Maersk GSC team and flexibility to help out in other departments, when specifically agreed upfront, is a pre-requisite. This implies that the employee may be asked to perform other tasks not specified in below role responsibilities.
Key Responsibilities
Data quality & IOP's
Ensure integrity of data entered into systems
Ensure integrity of data entered into systems by the GSC (MODS, My Maersk Portal)
Follow-up with Customer Service teams for resolution of issues/queries + ensure timely response to customer
Deploy SOP update/review mechanism with the stakeholders periodically
Decide the FMEA for the process and deploy review mechanism
Deploy review mechanism on the Quality Dashboard along with Internal / External Customers
Exception handling
Handle all exceptions during and after job execution
Ensure proper information to all parties involved
Solve exception or assist in resolution
Full ownership of CM1 accuracy and transparency down to among others Job/SO, office, sales, product, vertical, trade lane and customer levels
Highlight and escalate to TL/EM the areas of concern or risk and propose mitigating actions
Super User responsibilities
Support SMEs for effective system testing for process/system changes
Assist Execution Manager in identifying process improvements
Lead change management initiatives for the team
Provide Training Inputs to the Process Training Team
Deploy counselling to the weaker set of agents / members and execute plans for improvement in their Quality scores
Review the process flow execution Input-Process-Output
Participate in Site level initiatives (like Kaizen, Audits, etc.)
Process governance & control
Ownership for implementing & governing RICC controls for the complete manager portfolio
Ensuring data availability & quality for department KPI, TIP & capacity reviews
Perform RCPS and identify action plans / controls measures to eliminate risk in the process
Analyze the process gaps to identify opportunities to do continuous improvements
Design an adequate reporting format and report to the management (frequency to be decided by the GSC management)
Develop a mechanism for follow up on findings, tracking of findings and assigning responsibilities for closure of findings
Accountable for reporting out the Trends and Status of the Process to the stakeholders
Macro/Automation governance
Business continuity planning & SPOC for the manager's span
Support CI Manager in driving execution of tactical improvement plans/ideas (TIPs) and realization of benefits
Implement improvements identified in other GSC sites/CSOs
Key Competencies
Accurate - 100% data quality is very important
In time (as per KPI) - Transport, release, customs clearance, Invoicing, workflows
Proactive - Timely communication, control and follow up
Transparent - Proper registration in the systems, immediate exception handling and reporting
Use of systems - Always use the agreed system and complete the records in the agreed way
Required Education/Work Experience
Bachelor's Degree holder
6 years relevant experience in shipping, forwarding, supply chain operations
4 years as Customer Service or Operations employee or equivalent
Customs experience is appreciated
Good verbal and written English skills for co-ordination with Shipper, warehouse, carriers, end customers
Good in handling the phone calls
Good business knowledge/process understanding to provide a value add to the customers through effective business solutions
Ability to work under pressure and according to standard processes
Strong service mindset with sense of urgency
High attention to detail, critical thinker
Team player, skilled in coordinating and working with different types of colleagues
Open to travel, occasional overtime and/or shift changes as needed
Senior Specialist