Regional Customer Care Operations Manager

3 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia CMA CGM Full time

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.

Summary:

You will be part of the global customer care network, responsible for the compliance and alignment of the agency customer care network in terms of people, processes, tools and organisation & supports the implementation of group guidelines and policies with the customer care network. You will be responsible to drive performance of the agency customer care network and work with HO /RO teams, agency customer care managers and GBS managers to achieve operational KPIs & support the regional customer care manager to drive all variables across processes, people & technologies.

Main Responsibilities:

  1. Implementation of the global customer care strategy in the region along with related matrices, tools and processes.
  2. Improve KPIs for key processes, service quality & productivity across customer care teams.
  3. Ensuring effectiveness of RACI and inter-department coordination mechanism.
  4. Facilitate a one-team customer care structure across agencies & GBS in the region, for productivity / quality improvements.
  5. Improve service delivery by identifying improvement opportunities, reviewing standards and enforcing compliance.
  6. Participate or lead specific global improvement projects.
  7. Support HO customer care for execution of customer care functions in the regional network.
  8. Implement customer care operations strategy in the region in line with global / regional objectives and agency core model.
  9. Ensure seamless execution of service delivery functions based on customer intentions across GBS, Agency, RO/HO.
  10. Organize regular reviews (with concerned stakeholders) of:
    1. Customer care skill sets in the region.
    2. Organisation / tools / process and people alignments.
    3. Standard operating procedures and workflows.
    4. Relevance of KPIs in accordance to changing business environment.
  11. Co-validate local/regional exceptions or sub-processes not part of global operating procedures.
  12. Provide regular feedback on dashboard / reporting requirements associated with customer care performance management.
  13. Guide regional offices / GBS to prioritize action plans and focus areas for KPI / productivity and quality improvement.
  14. Collaborate across departments to help improve performance & KPIs.
  15. Voice of the network – to raise common global / regional topics, issues, opportunities, or suggestions from the network amongst key stakeholders in the head office.

Job Qualifications:

  1. University degree holder.
  2. 8 - 10 years in managerial expertise, ideally in logistics / maritime domain.
  3. Demonstrable results in customer experience and service delivery improvements.
  4. Good communicator with strong analytical and decision-making skills.
  5. Experience in leading or participating in customer care related improvement / transformation projects.
  6. Ability to build strong and effective working relationships with peers across the network.
  7. Experience in working with quality management systems or similar environment is an added advantage.

Come along on CMA CGM's adventure

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