Process Manager - Ocean Dispute

The position exists in order to lead a winning team identifying, evaluating & implementing
solutions for root causes of invoicing inaccuracies, with the objective of improving
invoicing quality within the limits of Maersk Line invoices, thus positively impacting the
end customer experience pertaining to this aspect

OPPORTUNITY

We are seeking a Process Manager for the Ocean Dispute team to lead a dynamic group focused on improving invoicing accuracy and enhancing customer experience. This independent contributor role reports to the Head of Operations at Maersk Global Service Centres (“Maersk GSC”). As the Process Manager, you will be responsible for identifying, evaluating, and implementing solutions for the root causes of invoicing inaccuracies, with a strong emphasis on process efficiency and timely dispute resolution. A high degree of independence, proactive problem-solving, and a results-driven mindset is expected.

WE OFFER

We offer you an exciting career with a collaborative and engaging work environment. You will work with a highly qualified team in a global organization, offering numerous growth opportunities and a platform to expand your expertise. The role is part of a diverse, global team where you can grow on the job, enjoy working with colleagues, and gain new perspectives through personal and professional development. Hybrid work arrangement alternating between office and work from home.

KEY RESPONSIBILITIES

As a Process Manager - Ocean Dispute, you will have a diverse set of responsibilities, including but not limited to:

• Leading the Disputes Team to ensure the efficient handling of the Disputes process, focusing on reducing the overall open count.
• Serving as the focal point for designated clusters/regions, engaging with internal stakeholders and external customers to ensure timely closures within SLAs.
• Managing shift plans and deploying resources effectively to ensure optimal team performance.
• Setting SMART objectives for direct reports, conducting regular feedback sessions to provide positive reinforcement and identify areas for improvement.
• Coaching and mentoring direct reports and Subject Matter Experts (SMEs) to build a strong succession plan and support the self-development of team members.
• Building a scalable and dynamic team, identifying and nurturing talented individuals through coaching and empowerment.
• Continuously striving to improve the Disputes process and customer experience by identifying opportunities for process elimination, simplification, and standardization.
• Encouraging a systemic thinking approach within the team, considering upstream and downstream impacts during decision-making or implementing process changes.

WE ARE LOOKING FOR

• Minimum 10- 12 years of relevant experience; Exposure to the logistics and supply chain sector is a plus but not mandatory.
• Proven experience in managing dispute resolution processes and improving invoicing accuracy.
• Strong people management skills, including team development, coaching, and performance management.
• Ability to function autonomously while effectively communicating with various stakeholders.
• High motivation, creative problem-solving skills, and attention to detail.
• Drive to deliver high-quality results efficiently, with a high level of integrity.
• Adaptability to fast-paced, changing environments.
• Strong communication skills and a collaborative mindset to work effectively with cross-cultural teams.
• A positive, “go-getter” attitude with a passion for improving processes and customer satisfaction.
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Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

 

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