Client Program Manager

Gurgaon, India
Project/Process/Performance Management
Last application date

We offer

The Regional Program Manager (RPM) has the service ownership of the regional service delivery towards the customer(s)
▪ The RPM is accountable for stakeholder relationship with customers and responsible for driving service delivery towards customer expectation through customer service organizations in the areas/countries.
▪ Scope of responsibility is within WCA and AFR regions where Maersk is executing the business for the named customer(s).
▪ The RPM provides oversight of the operational performance and guidance on improvements
▪ The RPM shall collaborate and support other members of the global account team to assure desired performance and service level
▪ Conduct regular ‘Gemba’ walks in the main executing branches to detect existing and potential process errors, determines corrective or preventive measures where indicated, and follows up to ensure processes have been improved and implemented
▪ Become an ‘Operational Excellence’ ambassador who will also actively drive best practices sharing.
▪ Conduct periodic reviews with customer(s) to ensure internal performance is reflected in customer satisfaction
▪ Participate in the Program Management community. Represent WCA/AFR regions for the account program management team globally.
▪ Support other Program Managers to enhance the performance for their accounts by sharing best practices, acting as buddy and/or mentor.

Key responsibilities

1. Service delivery and customer satisfaction
▪ Maintain and improve customer satisfaction levels (NPS and/or customer KPI)
▪ Maintain and improve internal measurement and visibility of operational performance.
▪ Ensure internal KPIs are aligned with customer agreed KPIs and that there is one data set globally that reflects the customer experiences and internal performance.
▪ Be the Account ‘point-of-contact’ and ‘go-to’ person for operations and service escalations
▪ Ensure all SOP/IOP(s) are adhered to and shortfalls are corrected on priority
▪ Lead/drive service improvement initiatives including providing guidance/solutions to customer services at
▪ Lead or co-lead new/ additional business implementations along with the implementation team.
2. Productivity and Profitability
▪ Ownership of total account gross profit within assigned geographies.
▪ Responsible to drive end-to-end account productivity. Deploy efficiency gain initiatives to further drive optimal cost to serve for the assigned accounts.
3. Leadership and People Development
▪ Ensure to have a baseline with FTE visibility and team structure
▪ Set up a plan for on-boarding, training and development (SOP quiz/certification) of customer service teams.
▪ Establish and maintain a good succession plan in place in collaboration with CS managers.
▪ Be involved in objective setting & performance management of customer service team
▪ Exercise leading without authority in approaching and managing service delivery via area/country CS.
4. Collaboration & community development
▪ Engage with Key Customer Manager (KCM) in sale organization to jointly lead business growth and development through co-creation of value proposition, response to customer needs and inquiries etc..
▪ Initiate area / regional Program Management meetings, calls and share best practices proactively
▪ Take ownership of customer initiated projects and ensure internal resourcing is appropriate to execute within the agreed timeline
5. Others:
• Establish risk management procedure associated with compliance and HSSE standards for the account through collaboration with other functions.

We are looking for

Key Performance Indicators
1. Customer NPS and customer agreed KPIs
2. Customer GP/ Churn of business
3. Productivity and Effectiveness
4. Transformation (strategic initiatives and/or sale pursuit or supply chain optimization initiatives..)
Key Competencies
1. Behavioral
▪ Composure (high capacity for stress)
▪ Assertive/decisive and pro-active
▪ High sense of urgency and persistence
▪ Confidence in dealing with people and building relationships
▪ Ability to problem solve and recommend appropriate course of action: analytical and structured approach
▪ Able to give constructive feedback and challenge where appropriate
▪ Ability to manage stakeholders on various levels in the organization
▪ Customer centric
2. Technical
▪ Maersk SCM/4PL systems and products understanding.
▪ Lean concept
▪ Project management
Experience & skills
▪ Bachelor/Master’s degree preferably in Business/Logistics/Engineering
▪ 5+ years relevant experience with a proven track record in customer service management (preferably Maersk/Damco)
▪ Understanding and passion for driving Service Excellence in the business
▪ Ability to work in a matrix organization and influence decision makers
▪ Proven and sustained track record of delivery, with focus on driving results through others
▪ Experience of working with wide variety of complexity, improvement lean tools.
▪ Excellent communication and influence skills
▪ Being a team member supporting the global/regional/country teams proactively
▪ Ability to build strong effective networks
▪ Strong analytical skills will not be obligatory but preferred.
▪ English
▪ Tamil

Additional info

Ref. MA-309706
A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 70,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world. For more information: All the way.