NEC One Team CX & MbM Processes Lead

Maersk is a global leader in integrated logistics, pioneering the industry for over a century. We are committed to innovation, transformation, and setting new standards for efficiency, sustainability, and excellence. With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

We are seeking a dynamic and experienced Senior Service Delivery Leader to join our Global Service Center in Mumbai. This role (North Europe Continent One Team Customer Experience & MbM Process Lead (Mumbai) is pivotal in ensuring the seamless delivery of our services, enhancing customer satisfaction, and driving operational excellence. The ideal candidate will have extensive experience in managing large teams, leading process improvement initiatives, and executing global transformation projects.

Functionally, the role has responsibility for leadership and delivery of the OTCX and MbM process and service delivery activities and outcomes for the North Europe Continent cluster owned at Mumbai GSC. This role is pivotal in ensuring the seamless delivery of our services, enhancing customer satisfaction, driving operational excellence, process transformations, enabling growth through up-selling/cross-selling initiatives, implementing automations and future focus tech development including Gen AI through collaboration with cross-functional teams within GSC, Area, Platforms, GPLs, functional and business product owners and GSC leadership.

This role reports to Head of One Team CX & MbM Process - Europe and leads a span of approx 250+ colleagues in CX and MbM with a key responsibility of creating highly engaged, diverse and high performing teams by embedding the Maersk Purpose and values, and building capability to manage customer segments across various verticals like Automotives, Retail, Chemicals, FMCG to deliver on T&L strategy.

Key Responsibilities:

• Oversee the OTCX and MbM process and service delivery, ensuring adherence to customer service scorecards.
• Develop and execute functional strategies to achieve key business objectives.
• Enhance customer satisfaction through channel management, onboarding, and strengthening relationships.
• Continue to invest in German language capability to strengthen GSC value offering
• Build team capability around Customer segments of Retail, Automotives, FMCG, Chemicals as levers to enhance customer experience
• Contribute to decision-making processes, influence global process changes, and implement systemic thinking to consider upstream and downstream impacts.
• Establish sustainable improvements in process delivery outcomes, continuously improve execution quality for better business outcomes.
• Partner on standardization and automation priorities, ensuring quality controls.
• Engage with stakeholders across regions, including external customers and internal teams.
• Promote collaboration and teamwork within and across departments to achieve common goals.
• Influence peers by inspiring and guiding them towards a common goal through effective communication, trust, and collaboration.
• Foster a culture of self-learning and self-managed teams.
• Inspire, coach, mentor, and enable team development, ensuring talent and succession planning.

Qualifications & Skills:

• Over 20 years of execution experience, leading large, diverse, cross-functional teams.
• Strong program and project management skills with a focus on process improvement.
• Independent problem-solving within a broad framework.
• Ability to influence senior stakeholders and drive functional strategy.
• Proven track record in executing global transformation initiatives.

• Analytical skills to identify opportunities using qualitative and quantitative data.
• Passion for transformation and change management, and ability to influence without authority to drive change and achieve business objectives.
• Manage senior stakeholders effectively, ensuring alignment with functional strategies.
• Knowledge of integrated transport and logistics, with a strong understanding of landside business and ocean operations.
• Demonstrated inspirational leadership to build high performance teams to deliver organizational goals.

Key Measures:

• Continuously improving customer experience:
  • Net Promoter Score (NPS), CSAT, Reducing invoicing issues.
• Enable growth through up-selling/cross-selling initiatives, plugging revenue leakage.
• Delivering efficiently:
  • Process maturity and Process transformation.
  • Productivity through Operations excellence.
  • Customer effort reduction.
• Our people: Strong engagement, building capability and development to create High performance teams.
• Successfully deliver end-to-end future migrations.
• Successful implementation of Tech development for the future and automations:
  • Explore RPA opportunities.
  • Support successful implementation of Gen AI.
  • Identify opportunities for Tech transformation.
• Quality controls and audits to safeguard company risk.

What We Offer:

• Impact: Contribute directly to the success of our global operations.
• Opportunity: Ample opportunities for professional and personal growth.
• Innovation: Join a forward-thinking team embracing cutting-edge technologies.
• Global Exposure: Collaborate with colleagues from diverse backgrounds.
• Work-Life Balance: Flexible working arrangements to support employees.

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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