Process Expert - Chennai - Apmm Gsc
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As an employee with Maersk GSC you will be part of a working environment as diverse as the APMM group. Maersk strongly encourages continuous learning at work and sharing of best practices by rewarding innovations. We aren’t all about work, we believe in a holistic development of our employees and so regularly organize recreational activities giving our employees a chance to unwind and showcase their creative side. As an organization we strongly believe in a people-centric approach with emphasis on employee engagement and work-life balance.
Deliver a superior customer experience
Carry out all activities in a manner that will contribute to the achievement of individual and team Key Performance Indicators (KPI’s).
Maintain a Customer centric approach thereby helping to avoid occurrence of errors and take preventive measures to eliminate repetition of errors.
Prepare and submit all documents in a timely and accurate manner and keep the internal/external stakeholders informed of the status.
Have good business knowledge / process understanding to provide a value add to the customers through effective business solutions.
Understanding business criticality and prioritizing the tasks effectively to ensure customer satisfaction.
Adhere to process and Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) during daily operation.
Identify deviations in process as compared to IOPs and share the same proactively with the customer & reporting head.
Respond to all enquiries in a timely and accurate manner & escalate difficulties as defined in SOPs / IOPs.
Maintain effective and proactive communication – by regularly participating in conference calls with the clients to enable seamless process flow.
Work on improving individual’s productivity and accuracy on a continuous basis which results in an enhanced team performance.
Develop a Kaizen approach to continuously work on process improvements thereby provide efficiency gains.
Display problem solving skills and effective usage of RCA (Root Cause Analysis) to provide a robust action plan.
Understand the inputs in the team members’ boards to effectively identify deviations and support the team leaders in providing robust action plans.
Attend all eligible training programs to develop self for personal/team growth.
Inspire our people and teams
Share best practice with others to help improve the overall team performance.
Provide guidance and initial on-the-job training to junior team members. Assist junior members with problem solving and give support in the development ofimproved competencies.
Assist colleagues, constructively, in trouble shooting problems and effective process handling to drive an improved performance.
Maintain a highly consistent performance thereby inspiring others move up the learning curve.
Possess good process knowledge and show willingness to upgrade self through continuous learning, thereby being a role model to others.
Be a good and visible team player by maintaining a high level of positive energy to drive oneself and his colleagues.
Ensure Company vision, values & ethics are upheld within team at all times through one’s professional behavior.
Financial and bottom-line focus
Process the necessary documentation in an efficient, cost-effective and lawful manner. Comply with security measures dictated either by law or by clients.
Focus on SERVICE LEVEL AGREEMENTs to avoid penalties.
Understand application / system cost to optimize the usage, thereby avoiding a cost to the company.
Senior members (Sr. Process Experts / Specialists) to help identify areas for improvement in service delivery (cost / data quality / productivity / customer requirements) based on ‘Voice of Customer’ feedback /proactive analysis of operational efficiency /effectiveness.
o Customer Focus: Ability to truly understand customer requirements and going out of the way in delivering and even better exceeding customer expectations with adherence to global procedures. Actively promotes customer service attitude among peers and mentors them in establishing customer relationships. Develops a long-term
and mutually beneficial business relationship with customers.
o Teamwork: Ability to actively participate in the team, to move the team towards the completion of the strategy and goals. Works to make others successful. Able to solicit feedback to improve performance and achieve agreed/desired results. Formally or informally mentors and coaches work group. Seeks out others, including customers in creative problem solving and proactively
tries to impact issues that affect team performance.
o Problem Solving: An independent worker who think in terms of solutions and opportunities with the aim to make things better. Uses a combination of logic, analysis, experience and other resources to solve problems. Motivates team and gets others’ buy-in to overcome
barriers to support goal accomplishment on time.
o Change Management: Ability to maintain performance with changing circumstances; handles stress; able to move into action without having the total picture and tolerates uncertainty.
Constantly raises the bar higher and thrives for continuous improvements.
o Communication: The ability to plan and deliver oral & written communications that are effective and persuasive with their intended audiences. Understand the underlying dynamics of a
situation and adapts communication accordingly.
o Interpersonal Skills: Shows respect for others’ perspective and actions that reflect different cultures. Stands up for deserving ideas even in the face of challenge.
• SERVICE LEVEL AGREEMENT Compliance
• Business Partner Satisfaction Score
• Kaizens – Count / Value
Skills and Job Knowledge:
Education and Experience
• Graduate degree from university or business school.
• Diploma in Supply Chain Management / Logistics – Added Advantage.
• Excellent command of spoken and written English.
• Good communication & interpersonal skill and should be able to build good working
• Drive for Results – Drives for results and success, conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition.
• Good Team Player, maintaining a “We first” instead of “I first”.
Who we are looking for
• Innovation - always coming up with new ideas
• Change - seeing change as an opportunity
• Team Player - understanding that teamwork is the key to success
• Flexibility - ability to manage exceptions
• Pro Active - coming up with solutions
• Ownership - takes charge and responsibility
• Self Starter - someone who can work independently
• Passionate - feel proud of what we are doing