Area Continious Improvement Manager

Full time
SA - Jeddah
Posted 30+ Days Ago

Opportunity

Manages and allocates incoming case flow for assigned team, with medium
scope and/or complexity, to enable team members to deliver effectively.
Is responsible for ensuring data quality and leverage of data to
understand case patterns and manage performance.

Responsibilities

  • Support CX Area Manager to anchor and drive defined projects for Area CX across teams.
  • Support CX Country Managers on defining local KPIs and ensure performance management cycles are in place and followed up across CX teams.
  • Coordinate and review all CX functional excellence activities in Area and develop change management strategies to ensure successful implementation and adoption in support to CX leadership
  • Drive process standardization across the Area CX function
  • Actively drive e-commerce uptake and ensure stability/control in the Area CX activities through performance management and collaboration across teams
  • Deliver defined projects for Area CX functional excellence activities
  • Actively drive the strategy and execution thereof in the area CX functions (across countries)
  • Actively drive process improvements in order to deliver on Area CX targets and ambitions for a good customer experience
  • Drive implementation of good practices from fragmentation to scalable knowledge

Accountable For

  • Driving and anchoring global initiatives
  • Maintaining Operating System
  • Deploying standard processes
  • Receiving and deploying new processes and initiatives
  • Change load in the area (within the CX function)
  • Good practice Implementation
  • Identifying opportunities to improve

Critical Competencies

  • Excellent understanding and focus on Customer Experience and Execution of products
  • Excellent understanding of products in scope
  • Understanding E2E Business Landscape and Operational Excellence
  • Highly structured and analytical
  • Process improvement & Project Management skills
  • Strong influencing skills and stakeholder management
  • Result driven combined with the ability to achieve results through people
  • Proven leadership skills
  • Challenge status quo

Additional info

Ref. R13661
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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.