The position exists in order to execute the objectives set by the organization, meet the SLA’s, identify and implement improvements in the process, working towards customer satisfaction with the objective of meeting the customer SLA’s and simplifying the processes within the limits of GSC Organization guidelines
1. Service Delivery :
Ensure all processes are performed as per the agreed terms in Service Level Agreement Timely & Accurate.
Ensure compliance to Performance Management Framework.
Maintain Performance Tracking Reports. Review reports on a day to day basis, initiate action as required.
Develop & Adhere to Established Control Mechanisms.
Identifying adhoc customer requirements / exceptions and ensure that the requirements are fulfilled with a sense of urgency.
Ensure Standard Operating Procedures (SOP) and SLA’s are maintained for all processes handled in the GSC and reported to be necessary stakeholders.
Visual management Systems as per Process Excellence standards are maintained.
Track and monitor other KPI’s related to the process. Conduct mock business continuity tests.
Ensure interface from operational systems to FACT and necessary actions are taken.
Ensure stakeholder management is done on all outstanding issues
2. Maintain all relevant documentation
Ensure relevant level 4 and level 5 SOP s are kept updated for all activities done.
Maintain and continuously update all relevant communication matrix within GSC and also client specific.
Maintain adequate internal control for activities done.
Ensure relevant tracking files are maintained to track the agreed SLA and KPI s with the stakeholder.
Ensure visual management boards are updated regularly.
3. Process improvements
Have a continuous improvement mind-set; identify improvement in day to day process
Eliminate waste; provide suggestions for automating processes to facilitate efficiency improvements.
Implement Cost Saving Value Addition Projects
Identify & implement areas of service delivery improvement; give recommendations to responsible parties to ensure qualitative improvement in the service delivery.
Ensure best practice is shared among other teams in the GSC
4. Employee engagement and peer relationship
Establish and appraise on staff personal critical success factors, address performance appraisals, mentoring & coaching etc.
Establish and maintain training plans for staff under responsibility. Recommend staff for performance awards.
Maintain staff performance reports.
Have monthly one to one discussions with staff on performance review and development.
Conduct yearly performance appraisals for all direct reports.
Staff administration in the form of approval of leave planning, shift scheduling, over time, back-up planning and maintaining overall compliance with staff policies.
5. Stakeholder communication:
Regularly participate and take necessary call discussions with Business Partners
Timely & professional interaction with Business Partners Stakeholders
Communicate & Co-ordination with other teams within GSC.
Ensure that all major risks are identified, documented and appropriately dealt with.
Actively participate in relevant business contingency testing. Support other GSC s during contingency procedures.
Strict adherence to APM-M Group culture, values and reputation and ensure compliance with APM-M Group and CB policies.
Show More We are looking for
Graduate, ideally Finance and Accounting.
Job Knowledge & Competency;
Understand the Operational business processes across DAMCO business
At least basic knowledge of Operational concepts internally and externally
A minimum of 3 – 4 years experience in shipping or operation financial role.
Some leadership skills and proven people management experience of 2-3 years.
Excellent verbal and written communication and presentation skills.
Learning description of the role:
Manage the risk management process within an individual business
Manage external parties and internal stakeholders
Manage the cost of an operating business
Manage performance management of human resources who will support the role
CSO Business Controllers
GSC Internal stakeholders
Department:Supply Chain / LogisticsIndustry:Logistics / Courier / TransportationSkills:sales, customer relations, sla, quality, coaching, visual management systems, standard operating procedures, cost saving, service level, risk managementEducationOther (Other)
Recruiter detailsCompany Name: Maersk Global Service Centres India Pvt LtdCompany Description:
Maersk GSC is the global-in-house center of Maersk -a leader in Transport & Logistics. From initially focusing on offshoring opportunities when it was established in 1999, GSCs’ competencies have grown significantly over the past two decades. It currently employs over 10,000 employees across India, China and Philippines and is the largest constituent of Maersk T&L. The GSCs are at the cutting edge of Digital Technology and Analytics with a keen focus on the Product Model. The strategic relevance being re-affirmed through a dedicated Digital Centre based out of Bangalore established in 2017. The Bangalore Centre is an outcome of our Digital Innovation Strategy Model and is a consolidated infrastructure that houses analytics, digital, engineering and product capabilities. The GSC comprises of some of the best minds in engineering, digital innovation, finance, commercial, operations and information technology. The organization is geared to take Maersk further in its journey of creating value for our customers through enhanced customer centricity and consistent customer experiences.