## Job highlights
- 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.
- At . least 8-10 years of relevant liner shipping experience .
- Carries good knowledge of Business Intelligence tools (VB Macro,QV,AI etc.) 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 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 strong 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 solid Analytical and problem-solving mindset
- Well organized with good 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. 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
- S upporting 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.
- S upporting the development of Business Intelligence Dashboards/Reports as applicable
- S upport in the role of Command Centre liaising with GCC and QSC to ensure all stakeholders are delivering towards a common organizational goal.
- E nsure 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 This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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