Disputes Process Lead – Europe

The Disputes Execution Lead is a strategic leader responsible for overseeing dispute resolution processes of Maersk. As a leader of leaders, this role ensures operational excellence, process efficiency, and compliance in resolving customer disputes related to invoicing, claims, and service discrepancies. The role requires strong leadership, problem-solving, and stakeholder management skills to drive continuous improvement and optimize dispute resolution frameworks. Additionally, the role holds accountability of Invoicing Quality (IQ) and Disputes Execution, facilitating the migration of dispute activities scattered around the globe while driving sustainable improvements in invoicing quality and cash flow realization.

Reports To: Head of Lead to Agreement IMEA EUR

Job Level: 5

Number of Reports: 260 Rollup, 6 DRs

Key Responsibilities:

Leadership & Team Management:

• Lead and develop a team of managers overseeing dispute resolution teams.
• Foster a high-performance culture by providing guidance, coaching, and professional development opportunities.
• Align team objectives with broader business goals to enhance operational efficiency.

Dispute Resolution & Execution:

• Oversee the end-to-end disputes resolution process, ensuring timely and effective handling of cases.
• Drive standardization of dispute handling procedures across regions and business units.
• Collaborate with frontline sales, customer service and finance teams to address and resolve escalations.
• Facilitate the migration of dispute activities scattered across global locations.
• Simplify, standardize, automate, and apply process excellence on a day-to-day basis.
• Find solutions and implement measures for sustainable improvements in invoicing quality.
• Reduce overall outstanding, improve the realization of cash flows and work with upstream teams to improve IQ.

Process Optimization & Compliance:

• Identify and implement process improvements to reduce dispute resolution time and enhance customer experience.
• Ensure adherence to company policies, regulatory requirements, and risk management frameworks.
• Utilize data analytics and root cause analysis to track trends, prevent recurring disputes, and drive process improvements.
• 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 (finance, platform owners) and external customers to ensure smooth dispute resolution.
• Provide strategic insights and reports to senior leadership on dispute trends and resolution effectiveness.
• Partner with IT and digital teams to implement technology-driven solutions for dispute resolution.

Key Competencies:

• Leadership & People Management: Ability to inspire, develop, and manage high-performing teams.
• Strategic Thinking: Ability to drive long-term improvements in dispute resolution.
• Process Improvement: Strong knowledge of Lean, Six Sigma, or other process improvement methodologies.
• Customer Focus: Commitment to enhancing customer satisfaction through efficient dispute handling.
• 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.

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