APM Terminals

Job description Summary:
This role oversees end-to-end customer service operations and drives continuous improvement, ensuring a consistent and seamless customer journey across various touch-points. TL has responsibility for Issue Resolution work-stream within Team. Has accountability for team deliverables.
- Acts as the liaison for the country teams with the GSC processing unit.
- Applies subject matter expertise on the process to solve common business issues.
- Understands the business and the customers’ requirements.
- Has accountability for the team's adherence to standard operating procedures and Audit Compliance.
- Has responsibility for team engagement and performance.
- Has responsibility for establishing the feedback mechanism to improve the process.
- Team Leader is responsible for leading a team that delivers exceptional service to customers post on-boarding within the Maersk setting.

Key Responsibilities:
- Lead and manage a team responsible for:
- Customer channel and case management
- Customer on-boarding and relationship building




- Contract and dispute resolution
- Escalation handling and issue resolution
- Provide leadership with full people management responsibilities, including:
- Hiring, coaching, and mentoring
- Performance management and pay reviews
- Talent development and succession planning
- Contribute to the strategic direction and execution of business and operational initiatives by:
- Developing and implementing policies, procedures, and best practices
- Aligning team goals with broader organizational objectives
- Driving efficiency, customer satisfaction, and service excellence
- Solve problems and make decisions by choosing from established alternatives within the area of expertise.
- Ensure task prioritization, resource allocation, and performance tracking for timely completion of deliverables
- Lead process improvements and change management initiatives within the customer experience function

Maersk is committed t

📌 Team Leader (Chennai)
🏢 Maersk
📍 Chennai