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ID:  111121
Location: 

Singapore, SG

Business Transformation Manager (Customer Care)

 

CMA CGM Group, founded by Jacques R. Saadé, is a leading worldwide shipping & logistics group.

Now headed by Rodolphe Saadé, CMA CGM reinvents transport and logistics in order to offer an integrated maritime, port and land service that exceeds its customers' expectations. 

Present in over 160 countries through 755 offices, 750 warehouses, equipped with a young and diverse fleet of 511 vessels, CMA CGM serves 420 of the world's 521 commercial ports and operates on more then 200 shipping lines. The group currently employs 110,000 people worldwide, including nearly 2,400 in Marseille, in its headquarters in Marseilles.

 

 

 

Summary:

The successful candidate will be responsible to assist the Head, Service Excellence in promoting Service Excellence in Customer Care domain across APAC. The position will lead transformation project implementation, communication and change management with key stakeholders in HO and Agency network. Duties will include monitoring country performance via improving core KPIs, identifying trends / issues and defining / implementing strategic action plans.

 

 

Key Result Areas:

 

  • Develop Strategies to implement Service Excellence objectives across all APAC countries and in cooperation with other departments including the Global Service Centers.
  • Lead and animate Business Transformation projects for Customer Care at regional level.
  • Support projects or business direction by providing expertise to optimize activities and/ or implement business processes into organization through technical and organizational changes.
  • Accountable for end to end agency process ownership of Customer Care domain.

 

Key Accountabilities & Duties:

 

  • Contributing, defining, leading and implementing business projects related to Customer Care process areas;
  • Identify country-specific initiatives to improve Ease of Doing Business for customers for APAC Countries; Implement these initiatives jointly with country CS and staff from other domains as required;
  • Bring new ideas, lead continuous improvement projects and coordinate Key Initiatives across departments, e.g. Involve eCommerce and Sales Process departments for e-Bookings Process Reviews, Drive digital channels;
  • Based on Group Commercial Objectives, Identify and Drive Initiatives to further improve Productivity, Service Delivery quality and improve Ease of Doing business for customers;
  • Prepare & support CAN Business Transformation – CC network for project deployment and change management;
  • Build collaboration with CAN Business Transformation Sales Teams, HO Departments and Agency Network to implement processes complementing end to end process efficiency;
  • Develop Communications and Training plan around the process improvement initiatives as required;
  • Use / Recommend appropriate tools and measurements to demonstrate process improvement results;
  • Proactively working with Senior leadership teams to identify and deliver improvement’s that support our vision, values and strategic plan;

 

 

Minimum Qualifications and Requirements:

 

  • Minimum Degree in Maritime Studies / Supply Chain or equivalent;
  • Preferably with 5 years of managerial expertise, ideally in process improvement projects or shipping industry;
  • Lean Management Experience (preferred);
  • Customer Focused and Results Driven;
  • Proactive Identification of Improvement Opportunities;
  • Strong Analytical and Decision-Making Skills;
  • Strong Project Management Skills;
  • Strong Organization and Process Improvement Skills;
  • Ability to think out of the box and develop creative and flexible solutions;
  • Understanding of customer support and documentation processes;
  • Commercial acumen;
  • Ability to build strong and effective working relationships with peers in Corporate / Global Service Centers and Countries;
  • Clear understanding of Group policies and procedures;


Good to have:

  • Understanding of eCommerce service industry best practice initiatives;


 

This role is currently opened for Singaporeans only. 
**Kindly note that only short-listed applicants will be contacted.


NOTICE TO THIRD PARTY AGENCIES: Please note that CMA CGM Group does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Fee Agreement, CMA CGM Group will not consider or agree to payment of any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, CMA CGM Group explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of CMA CGM Group.

Come along on CMA CGM’s adventure !

 

 

 

 

 

 

 

 

 

Apply now »