This role is responsible for managing operations for MCL & CCL within GSC, ensuring high-quality service delivery across customer lifecycle activities including onboarding, case management, contract handling, and dispute resolution.

The position combines operational execution with people leadership responsibilities, ensuring that customer requirements are fulfilled efficiently while maintaining service excellence. The role operates within defined processes but requires decision-making and supervision for complex cases, while driving team performance, stakeholder engagement, and continuous improvement
Key responsibilities
Manage end-to-end customer experience operations for MCL & CCL processes.
Oversee customer onboarding, case management, and query resolution activities.
Ensure effective contract management and dispute handling in line with policies.
Lead day-to-day team operations, assigning priorities and ensuring timely task completion.
Drive service delivery performance against KPIs such as TAT, quality, and customer satisfaction.




Manage escalations and ensure timely resolution of complex customer issues.
Coordinate with cross-functional teams including operations, finance, and commercial teams.
Ensure adherence to defined processes, SOPs, and service standards.
Coach, mentor, and develop team members & SMEs
Monitor performance, conduct appraisals, and support employee lifecycle activities.
Identify process improvement opportunities and support automation/standardization initiatives.
Support transition activities, knowledge transfer, and stabilization of current processes.
Accountabilities
Delivery of consistent and high-quality customer experience services.
Achievement of KPIs including turnaround time, quality, and customer satisfaction.
Effective team management including performance, engagement, and development.
Timely resolution of customer queries, cases, and disputes.
Compliance with customer service standards, policies, and procedures.
Continuous improvemen

📌 MCL & CCL Team Lead (Airoli)
🏢 A.P. Moller - Maersk
📍 Airoli