Process Excellence Partner

• Purpose/Summary:

• Contribute to create an environment where the Customer Service Processes department can fulfill the vision of ‘successfully support the transformation’ in the OTCX and MbM Process within its scope
• Enable excellent service delivery and internal customer engagement
• Drive process and service improvements across the sites and generate / facilitate key projects with appropriate stakeholders in the organization with the objective to deliver on set targets on efficiency, accuracy, turn times and customer satisfaction within organization guidelines
• Ensure the smooth implementation of projects, process improvements and benefits realization within the OTCX and MbM Process
• Ensures focus on service improvements within OTCX and MbM Process

• Key Responsibilities: 

• Responsible for the continuous process & service improvement within OTCX and MbM Process
  • Drive the continuous improvement mindset within the OTCX and MbM Process Responsible for driving efficiency and process improvement projects within the department (not directly related with quality management)
  • Ensures that process maps and workflows, process and result measurements are in place whenever a process change is initiated by CEN/FPO, that would help drive the team in exhibiting the right behavior and achieving its quality-related SLA’s, KPI’s
• Responsible for implementation and evaluation of CEN-driven projects, best practice sharing and replication of projects both within OTCX and MbM Process and from other sites. Excellent Change Management skills needed with complete OWNERSHIP
  • Completely OWN the process, & ensure that projects are executed properly and completed promptly
  • Ensures proper documentation, monitoring and communication of project benefits  
  • Ensures adherence to Maersk process governance policies within OTCX and MbM Process
• Responsible for governance of task migrations in OTCX and MbM Process
  • Establishes the standard framework for governance of task migrations in OTCX and MbM Process Maintains and provides a list of services currently handled in OTCX and MbM Process and the corresponding requirements in order to realize the task migration in the site
  • Provides support to the process managers and country stakeholders in completing the requirements for the task migration
  • Reviews the relevant migration documents (business case, SOP, process maps, etc) together with the concerned Training Specialist and process manager to ensure that it adheres to the standard process mapping as per global procedure
  • Reviews, finalizes and arranges staffing requirements necessary in order to realize the migration in conjunction with the OTCX and MbM Process Leads and Process Manager.
  • Responsible for reporting on performance measurement reports in OTCX and MbM Process Maintains and develops relevant weekly/monthly reports within OTCX and MbM Process aimed at monitoring the performance within each process and supporting the process managers in their daily operations
• Assists the OTCX and MbM Process Regional and Area Leads through stakeholder management in ensuring execution of relevant projects and process improvements within OTCX and MbM Process in order to achieve the cluster and department targets/Must Win Battles
• Provides the generic Customer Engagement interface for OTCX and MbM Process with internal customers (Areas, Centre Departments, other GSC site counterparts and department stakeholders)
  • Ensures that a prompt and proper response is given to the concerned stakeholder for every query raised to the team
  • Ensures that required deliverables from the team are submitted and executed on time and that timelines are communicated clearly with the relevant stakeholders to ensure prompt submission and proper management of expectations
    • Ensures Company vision, values & ethics are upheld within team at all times through professional behavior / by being a role model for the team.

• Key Skills:

• Continuous improvement: Master of OPEX & LEAN methodology, tools and concepts, to continuously drive process optimization across sites.
• Learning capability: Nimble Learner, enjoying the challenge of unfamiliar tasks, taking mistakes as opportunities to learn. Ability to quickly catch up with Product, Process & System Knowledge covering OTC, LTA, Lead Logistics, STP etc.
• Standardization driven: Being capable of driving process standardization by quickly identifying abnormal/deviation from the standard, enhancing effectiveness and efficiency of process delivery and process maturity. And further enable higher levels of automation and business resilience.
• Leading Change: Being capable of dealing with the uncertainty & ambiguity of change/transformation/transition, and able to influence and lead others (internal stakeholder, customers) through change and transformation.
• Adaptability: Works with a diverse cross section of situations, people and groups and adapts to a change in direction, objectives and strategy. Thrives on constant change; adapts well to multiple changes. Being a role model for being flexible; models and helps others adapt to changes to technologies, procedures, business environment, structure, etc.
• Project management: Good project management and stakeholder management skills to drive smooth project implementation and process improvement.
• viation from the standard, enhancing effectiveness and efficiency of process delivery and process maturity. And further enable higher levels of automation and business resilience.
• Leading Change: Being capable of dealing with the uncertainty & ambiguity of change/transformation/transition, and able to influence and lead others (internal stakeholder, customers) through change and transformation.
• Adaptability: Works with a diverse cross section of situations, people and groups and adapts to a change in direction, objectives and strategy. Thrives on constant change; adapts well to multiple changes. Being a role model for being flexible; models and helps others adapt to changes to technologies, procedures, business environment, structure, etc.
• Project management: Good project management and stakeholder management skills to drive smooth project implementation and process improvement.

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