Process Manager

Has responsibility for all customer facing activities and for providing a consistently high-quality experience for new and existing customers in a small medium size cluster Ensures consistent delivery in line with the brand Contributes to the Commercial Pipeline Management Drives and builds strong relationships with customers Plans and deploys the understanding of customers businesses and needs to the Customer Experience Organisation Reviews team performance and identifies possible issues in order to provide a better service Drives overall continuous improvement opportunities and Change management Delivers agreed sales targets based on quote follow up and assigned internal sales customers ensuring a focus on segmentation drivers Maersk is a global leader in integrated logistics and have been industry pioneers for over a century Through innovation and transformation we are redefining the boundaries of possibility continuously setting new standards for efficiency sustainability and excellence At Maersk we believe in the power of diversity collaboration and continuous learning and we work hard to ensure that the people in our organization reflect and understand the customers we exist to serve With over 100 000 employees across 130 countries we work together to shape the future of global trade and logistics Join us as we harness cutting-edge technologies and unlock opportunities on a global scale Together let s sail towards a brighter more sustainable future with Maersk What we offer Impact Your work will directly contribute to the success of our global operations Opportunity Maersk provides ample opportunities for growth and development both professionally and personally Innovation Join a forward-thinking team that embraces innovation and cutting-edge technologies Global Exposure Collaborate with colleagues from diverse backgrounds and gain exposure to international business practices Work-Life Balance We value work-life balance and offer flexible working arrangements to support our employees Key Responsibilities Leadership Team Management Lead and develop a team of Team Leaders Foster a high-performance culture by providing guidance coaching and professional development opportunities Align team objectives with broader business goals to enhance operational efficiency A minimum of 10 years of professional experience with at least 3 years in a leadership capacity overseeing large teams ideally within the BPO captive operations or logistics sector Execution Oversee the end-to-end Doc process ensuring timely and effective handling of cases requests Drive standardization of the process handling procedures across IMEA Simplify standardize automate and apply process excellence on a day-to-day basis Find solutions and implement measures for sustainable improvements Process Optimization Compliance Identify and implement process improvements to enhance customer experience Ensure adherence to company policies regulatory requirements and risk management frameworks Work as a project lead within cross-functional teams overseeing process improvements and value stream improvisation Improve processes through Non-Value-Added NVA removal focused measurements and Kaizen practices Drive compliance with all SLAs budgets and employee engagement levels within the department Stakeholder Management Act as a key liaison between internal teams and external teams to ensure smooth day to day business Provide strategic insights and reports to senior leadership on trends and resolution effectiveness Partner with IT and digital teams to implement technology-driven solutions for the process Key Competencies Leadership People Management Ability to inspire develop and manage high-performing teams Strategic Thinking Ability to drive long-term improvements in the Documentation process Process Improvement Strong knowledge of Lean Six Sigma or other process improvement methodologies is an added advantage Customer Focus Commitment to enhancing customer satisfaction through efficient Documentation process Technology Analytics Familiarity with dispute management tools automation artificial intelligence and data analytics Maersk is committed to a diverse and inclusive workplace and we embrace different styles of thinking Maersk is an equal opportunities employer and welcomes applicants without regard to race colour gender sex age religion creed national origin ancestry citizenship marital status sexual orientation physical or mental disability medical condition pregnancy or parental leave veteran status gender identity genetic information or any other characteristic protected by applicable law We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements We are happy to support your need for any adjustments during the application and hiring process If you need special assistance or an accommodation to use our website apply for a position or to perform a job please contact us by emailing