Group Business - Global Process Development Manager - Improvement - Maersk Global Service Centres, Mumbai, India

Group Business - Global Process Development Manager - Improvement - Maersk Global Service Centres, Mumbai, India

Job Overview/Purpose of the position
Ø Support the Global Process Development Lead in the improvement of the offshored activities through standardisation and simplification. The job role will require a strong drive to achieve a continuous improvement within the process and taking lead in global improvement initiatives/ projects.

Key Responsibilities
Ø Accountable for delivering continuously improved processes (Elimination, simplification, standardisation and Automation)
o Identify improvement opportunities (operating model, processes etc.)
o Own process improvement plans including tracking of progress and benefits
o Manage improvement and transformation projects
o Make sure that Improvement projects are tracked, shared and on time
o Design and implement process control and end-to-end performance measurements with Buyer of Service
Ø Overall responsible for managing the relationship with Buyer of Service on improvement projects
o Review Process Improvement progress and performance with Buyer of Service
o Engage stakeholders to proactively drive improvement of processes
Ø Over-all responsible for Process Governance, Measurements and Improvements
o Ensure process compliance framework is established
o Develop and maintain Service Level Agreements and KPI targets
o Make sure that the Process Improvement agenda are linked and targeted towards reaching the overall process objectives
o Ensure operational definitions are in place for Service Management to deliver measurements
Ø Over-all responsible for tracking of benefit realisation for each project according to plan

Skills Required
Ø University graduated
Ø Minimum 7 years relevant experience in Process and People Management in a BPO or similar type of experiences
Ø Black Belt preferred
Ø Ability to handle bottom line responsibility
Ø Proven strong leadership skills
Ø Project management skills
Ø Process excellence skills
Ø Excellent stakeholder management experience
Ø Good communication skill and interpersonal skill
Ø Customer focus
Ø Organisational, Time management and priority setting
Ø Capacity to handle change
Ø Taking initiative : Identifying what needs to be done and doing it before being asked or before the situation warrants it
Ø Analytical and problem solving skills
Ø Drive for Results and be a catalyst for positive changes in terms of new business activities and improvements – convey a sense of urgency and drive issues to closure, be persistent despite obstacles and opposition
Ø Good working knowledge of MS Office products including Word, Excel and PowerPoint.
Ø Innovation and open-mindedness on change
Ø Structured thought process
Ø Negotiation skills
Ø Strategic + Tactical + Sense of detail
Ø Multi-Cultural understanding
Ø Ability to work under high stress

Success Measures
Ø Customer Engagement and Business Partner satisfaction within acceptable level
Ø Process efficiencies through standardised and simplified activities
SLA Compliance / KPI achievement

Contact information:

For further information regarding this opening, pls contact Christa Nielsen (CES013) - Global Development Lead - MT/MOG/MDR/Svitzer

Group Business - Global Process Development Manager - Improvement - Maersk Global Service Centres, Mumbai, India