Manager/senior Manager, Service Quality Sea

Manager/Senior Manager, Service Quality SEA - (2300014C)

Description

**Job Purpose**
Role will be accountable for achieving the service quality performance across SEA region and develop business intelligence tools and processes top deliver the service quality results.
The role will be responsible for implementing and ensuring a best-in-class service quality management system in the region.
**Roles & Responsibilities**
Functional
- Ensure service quality performances by active tracking and monitoring of the operational KPI performances, providing visibility to SEA Leadership team and identify potential service issues early.
- Coordinate and coordinate with the respective country Customer Service Heads to address issues and challenges facing the Customer Service organisation
- Investigate and determine root cause(s) of all SIO/NCR and KPI shortfalls. Jointly develop sustainable corrective action plans with country operations and audit/evaluate effectiveness of corrective actions.
- Establish relevant performance measures that will drive improved service delivery
- Ensure all country-level ILS profiles are reviewed regularly and updated timely.
- Understand and leverage on success stories in KPI performance and facilitate the sharing of these success stories across all countries in SEA
- Review and drive enhancements required in operations systems that delivers better customer experience and work efficiencies.
- Coordinate all regional-level clarifications/requests and alignments on ILS systems and processes.
- Support the implementation of new ILS systems
- Review and investigate all non-compliant Import Security Filing (ISF), Verified Gross Mass (VGM) and Denied Parties/Countries events.
- Develop training curriculum and materials for new-hire and recurrent training in Customer Service.
- Plan and conduct regular audits on country operations to ensure process & training compliance and standardization.
- Develop problem solving and continuous improvement tools and train country operations on these tools.
- Identify and adopt information technology and automation projects to improve work processes, environment and efficiency.
- Send network alerts to both internal and external stakeholders on any events that impacts to the supply chain integrity of our customers.
- Review new Logistics Procedures or any amendments to ensure that workforce and process can support the new/additional requirements. Act as the region PIC in engagement with KAM.
- Develop service performance measurements in tandem with business and industry evolution to ensure that APL Logistics is at the forefront of service delivery and customer satisfaction

Business Intelligence
- Develop reporting tools for SEA leadership for enhanced visibility of service delivery and performances
- Identify areas where data analytics and service performance visibility will enhance operations management and service delivery
- Work with relevant stakeholders to develop the required performance intelligence tools.
- Continuous improvement and updating of these business intelligence tools to match the evolving requirements by operations.

Leadership
- Lead and develop team members to drive and manage transformational change.
- Manage staff performance issues and team productivity.
- Identify career development plan and training needs for team members.
- Build team morale and inspire team to accomplish objectives.
- Close collaboration and building strong partnership with various stakeholders, both internal and external.
- Tight communication with internal teams and global networks to ensure best services provided.

Key Result Areas
- Meet or exceed all the regional service quality KPIs
- Implement best-in-class service quality management system
- Ensure process compliance and standardization across all Customer Service organisations in SEA
- Drive team performance, retention and team member career development

**Qualifications**:
Degree or equivalent in Business, Engineering, Logistics or related field

**Requirements**:

- Minimum 8-10 years of experience working in multinational corporations; preferably in transportation or supply chain industry.
- Minimum of 5 years of team management experience managing a large team of more than 10; preferably in global transportation.
- Prior and grounded understanding and experience in managing service quality, process improvements, development of commercial proposals.
- Experience in project management is preferred.
- A proven track record of delivering best-in-class service quality management.
- Strong stakeholders’ management skills for both internal and external stakeholders.
- Excellent communications and persuasive skills to communicate change at all levels within the organisation.
- Entrepreneurial mindset and results oriented.

Primary Location: SG-SG-Singapore

Work Locations: SGP Singapore - GUOCO MIDTOWN 128 Beach Road #08-02 Guoco Midtown Singapore 189773

Job: Logistics

Organization: Asia Ops and Commercia