Main Objectives of this position

Process Excellence – Work on Process Improvement initiatives

Performance Management – Manage the Quality promises by regular business reporting of KPI and doing data analysis to identify gaps and propose actionable insights

Responsibilities

Process Excellence

- Proactively identify cross-functional process inefficiencies and performance gaps in QSC IN and flag and align actions with RPX.
- Work closely with Super Users to Support process documentation in QSC IN and drive adoption
- Supporting Bundling and offshoring initiatives for QSC IN by assisting in SOP creation, Time stamping and capacity planning.

Process Excellence

- Focus on n QP delivery e.g., Ease of Doing business e.g., reduction of calls, cases etc.
- Supporting the development of Business Intelligence Dashboards/Reports as applicable
- Support in the role of Command Centre liaising with GCC and QSC to ensure all stakeholders are delivering towards a common organizational goal.
- Ensure daily, weekly, Monthly Reporting of key business metrics and KPI’s to management
- Analyze data and make insightful recommendations to management. Data including but not limited to calls and case trends from Sales force, CES survey data from customers, Global QP dashboard etc..
- Process mining data analysis on platforms like Celonis to create business insights.
- Work on Customer Service Capacity plan for all areas quarterly.
- Create Balance Score Card templates for all QSC L6 and report CS data monthly.




- Process mining data analysis on platforms like Celonis to create business insights

Ad hoc projects

- Supports cross-functional & other projects such as NPS/IT projects / Business Case analysis as applicable and required by management.
- Support Management on various PowerPoint presentations creatively using existing corporate templates Success criteria for the position

- Enhanced Quality promise delivered
- Improvement in KPI’s
- Efficiency gained
- Improvement in CES

Qualifications

Qualification and technical requirements

- At least 8-10 years of relevant liner shipping experience
- Excellent process knowledge about HL processes mainly in Customer Service
- Fluent in written and spoken Business English
- Self-starter with robust multi-tasking skills
- A team player with ability to work under pressure and manage small teams effectively
- Strong Stakeholder engagement & management skills across QSC, Region, GCC and HQ
- Carries good knowledge of Business Intelligence tools (VB Macro, QV, AI etc.)
- Good working knowledge of Internal FIS systems
- Good listening, negotiation & convincing skills
- Need to be creative and possess strong Analytical and problem-solving mindset
- Well organized with positive time management skills
- Willing to take ownership of tasks and responsibility
- Promotes Best Practice sharing within the Region and HQ through knowledge sharing forums
- Project Management credentials like Green Belt / PMP certification would be an advantage.

📌 Manager - Process and Performance Support (Mumbai)
🏢 Hapag Lloyd
📍 Mumbai