Service Delivery Manager Cluster East Africa

Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.

Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050.Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group’s shipping and logistics expertise to bring humanitarian supplies around the world.

Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 155,000 people worldwide, including 4,000 in Marseilles where its head office is located.

The Service Delivery Manager is charged with the responsibility of delivering high quality customer care service to the customers. These services are provided by the back office teams and include: documentation, D&D desk, and the agency counter. As part of driving for process improvement, the Service Delivery Manager is expected to work with other cross-functional teams with a goal of ensuring that all automatable processes are identified and automated, and processes within the service delivery scope are continuously improved in order to attain maturity. As the main customer of the shared service desk, the Service Delivery Manager is responsible for ensuring that the shared service desk offers the correct level of support per processes as has been agreed upon.

The scope of this role is all East Africa Cluster agencies (Kenya, Tanzania, Uganda, Rwanda, South Sudan & Burundi) and will report to the East Africa Customer Care Manager. The role will be based in Nairobi.

Main tasks and Responsibilities:

1. Strategic Roles

1. Team Leadership, Training & Development

• Lead, and manage the Cluster Service Delivery Team to meet customer expectations, and as well ensuring a positive and efficient work environment
• Ensure that the Service Delivery Team members in the Cluster are well trained, and equipped with the right skill sets, to meet customer expectations
• Provide coaching, training and mentoring to develop the team’s skills and competencies Promote team collaboration within the Cluster Service Delivery teams
• Ensure coverage of all tasks within the Cluster Service Delivery team, both current and in future. This entails having a clear SWOT of all the team members complete with a succession plan

2. Technology & Innovation

• Lead the Cluster Service Delivery team to effectively utilize technological solutions already deployed in the group by ensuring that these are properly deployed and are unlocking the envisaged benefits. Such benefits include: improved customer interactions, reduced case resolution period, enhanced data collection capabilities that allow for identification of problems / areas of improvement opportunities among others
• Identify and lead the automation of transactional processes within Service Delivery, working with cross functional teams which include: IT and QPM desk
• Be on the look out for new technology in the market, with the goal of presenting for adoption such technologies that could be beneficial to the group

3. Management of Shared Services Desks

• Ensure that the services offered by the shared service desks meets is as per the service level agreement, escalating any non-conformances to management for actioning
• Evaluate the performance of the shared services desks, highlighting any improvement areas need to be undertaken / closed

4. Resource Allocation

• Effectively allocate resources within the cluster Service Delivery team, including personnel, to optimize the delivery of services to customers

5. Performance Monitoring

• Identification of service delivery performance drivers
• Implementation of regular monitoring of these performance drivers, through team performance assessments, data analysis, and identification of improvement areas leading to elevated overall service delivery quality

6. External Stakeholder Management

• Create linkages with customs and other external agencies that impact on the overall speed and quality of service delivery tasks. Such external stakeholders include: customs manifest team, customs training teams

2. Tactical Roles

1. Task Coordination

• Organize and coordinate tasks in Cluster Service Delivery, within the available resources to meet customer expectations
• Conduct regular Reviews with internals departments (GBS, Sales, Lines, Finance) to deliver any improvement or address any risk
• Engage with internal departments (GBS, Sales, Lines, Finance) for better resolution time & process

2. Resolution of Matters

• Handle escalated customer matters and provide guidance to the team members on resolving challenging scenarios ensuring customer satisfaction is maintained
• Anticipate and manage all team conflicts within the service delivery team members, with any escalations duly done on time, to management

3. Performance Monitoring

• Tracking of service delivery KPIs and ensure use of data in making improvement decisions
• Conduct performance reviews of the Cluster Service Delivery team based on clear and agreed-upon targets, developing as part of the output, action plans of performance improvement
• Deliver excellent incident (case) management as per Service Level commitment

4. Simplification Pillar

• Ensure the effective deployment, monitoring and closure of all the simplification pillar actions

3. Operational Roles

• Managing the team day to day to meet KPIs

• Effective management and escalation of unresolved customer technical problems
• Motivate and develop your team to provide the best service

• Directly manage the day to day activities of the East Africa service delivery teams by: aligning on the day / week tasks, being the focal point for all escalated matters from the agency service delivery supervisors, and ensuring that all team members are engaged in their day to day tasks
• Ensure day to day smooth flow of activities within service delivery teams. This includes ensuring that: all queues are flowing smoothly, there are no unmanned desks within Service Delivery, all conflicts, both internally and externally, are properly resolved
• Coordinate with the relevant departments on matters which require to be addressed, and which impact on the team’s productivity
• On time escalation of all matters that require management attention

Qualifications

1. Bachelor’s degree in a business administration, supply chain, shipping, engineering, social sciences or business related course.
2. Masters degree in a business or management related course is an added advantage
3. Proven past experience in shipping, with at least 5 year experience in back office roles in shipping, logistics and or supply chain is an added advantage.
4. Proven experience in a managerial role, past management experience in shipping, logistics and or supply chain is an added advantage.
5. Experienced in Process Management & the application of Quality systems.
6. Excellent command of written & spoken English

Who we are looking for;

Our expectations of the ideal candidate:

• High integrity with good principles and value driven approach
• Good interpersonal skills and ability to build and mainatin valuable relationships
• Team player with good leadership skills
• Good skills in change management and continuous improvement programmes.
• Strong operations, logistics, market & customer understanding.
• Analytical & Reporting aptitude (Data, Qliksense)
• Proactive with a commercial acumen.
• Drive for result-An individual, who’s decisive, has a sense of urgency and result orientation – thereby delivering objectives and increasing operational efficiency and performance
• A leader that inspire, motivate, coach, communicate & collaborate - thereby driving the necessary changes in both process, organization, and customer satisfaction.

Please ensure you are familiar with the CMA CGM Corporate Internal Mobility guidelines.