A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 70,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world.
Opportunity
Responsible for the business performance management activities for the Customer Experience including driving performance improvements to ensure good customer experience.
Taking the lead (supporting leaders in the Customer Experience team) to develop and ensure that the competency level of the Customer Experience team to be at where it needs to execute their respective responsibilities and tasks, to deliver great customer experience
Responsibilities & Tasks for Performance Management
- Be the focal person responsible for monitoring and driving performance management related to ultimately Customer Experience
- Ensure that KPI targets set are met and take the relevant actions when performance falls short
- Review processes with core experts to understand points of failure and why performance is lagging or even over performing
- Initiate and or create reports and other measurements (e.g. leading indicators) that can help toward understanding performance and making improvements
- Interact with multiple stakeholders when need be to drive performance
- Where relevant and necessary be the focal or part of the team that prepares and implement global projects
- Continuously upskill self to ensure competencies required are evident
Responsibilities & Tasks for Learning & Development
- Be the focal for the country for HQ to reach out to on all Customer Experience learning and development matters
- Work with HQ Customer Experience on establishing the required training for the Customer Experience team
- Support the Customer Experience Manager in completing periodic competency assessment and mapping, identifying competencies required for the Customer Experience team to do their job competently
- Develop training plans
- Co-ordinate, follow up and drive the execution of the training plan
- Take the initiative to be aware of local Maersk learning and development programmes in their country which can be leveraged on for SAS Customer Experience. In this connection collaborate and participate in local initiatives with Maersk that can benefit SAS Customer Experience too
Competencies Required
- Have an investigative and inquisitive mind-set to always want to understand what the performance is saying
- Have excellent analytical skills to understand underlying reasons as to why performance is at the level it is – good or not good
- Process minded
- Ability to coordinate and manage stakeholders in the process
- Good communication skills to be able to concisely and succinctly explain performance figures
- Ability to manage and influence multiple stakeholders without having formal authority
- A self starter that leads to being proactive
- Diligent, responsible, independent, energetic
- Open minded and willing to experiment, learn and be creative
- Ability to coordinate activities and through a structured plan
- Possess the tenacity to follow up and ensure the job gets done
Related Job Searches:
- Company:
Maersk Singapore Pte. Ltd. - Designation:
Learning, Development & Performance Management – Customer Experience - Profession:
Customer Service / Communications - Industry:
Logistics - Location:
Geylang