Job Responsibilities

- Serve as the senior point of escalation for complex, non-standard, or system-related issues that cannot be resolved by Functional Leads, Regional Supervisors, or processors

- Act as the functional expert resource across all Terminal Shared Services functions, including Broker Pay, Hourly Payroll, Agency Pay, Terminal Cash, Terminal Payables, Accessorial Revenue, and Incomplete Freight Bills

- Create, maintain, and continuously improve SOPs, job aids, and training materials for all Terminal Shared Services functions

- Design and deliver advanced training and up-training programs for Functional Leads, Regional Supervisors, and processors across the network

- Partner with IT, Operations, and vendors to identify, document, and resolve systemic issues within AS400, Oracle, and TruckMate applications

- Conduct root cause analysis on recurring errors and process breakdowns, and recommend and implement process improvements

- Support the Manager, Terminal Shared Services in the design, testing, and rollout of new processes as functions transition into Shared Services

- Monitor Power BI dashboards and other reporting tools to identify trends, risks, and opportunities for improvement across the network

- Lead or participate in cross-functional projects related to systems upgrades, process redesign, and continuous improvement initiatives

- Provide backup support and coverage for Functional Leads and Regional Supervisors as needed

- Represent Terminal Shared Services in meetings with Operations, Finance, IT, and other stakeholders

- Document and communicate best practices across regional teams to ensure consistency and standardization nationwide





- Other related duties as may be required.

Client Core Competencies

- Customer Focus: Building strong customer relationships and delivering customer-centric solutions.

- Ensure Accountability: Holding self and others accountable to meet commitments.

- Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.

- Courage: Stepping up to address difficult issues, saying what needs to be said.

- Drives Results: Consistently achieving results, even under tough circumstances.

- Being Resilient: Rebounding from setbacks and adversity when facing difficult situations.

- Drives Engagement: Creating a climate where people are motivated to do their best to help the organization achieve its objectives.

- Develops Talent: Developing people to meet both their career goals and the organization's goals.

Qualifications

Education/Training

- Post-Secondary Certificate or Diploma in Business Administration, Accounting, or a closely related field preferred
- A suitable combination of education and experience may be considered

Experience

- Minimum 5-7 years of experience in Transportation Administration, with direct, hands-on experience across multiple Terminal Shared Services functions (Broker Pay, Hourly Payroll, Agency Pay, Terminal Cash, Terminal Payables,



Accessorial Revenue, Incomplete Freight Bills)

- Demonstrated experience developing SOPs and training materials, and delivering training and coaching

- Experience with process improvement, root cause analysis, or continuous improvement methodologies would be an asset

- Experience with various Microsoft Office applications, particularly Teams, Outlook, advanced Excel, and OneDrive

Skills/Attributes

- Extensive and continued experience with AS400, Oracle, and Truckmate applications, specifically Trip Envelope and Customer Service applications

- Advanced Excel skills;

experience with Power BI or other reporting tools considered an asset

- Strong interpersonal and communication skills; ability to train, coach, and influence at all levels of the organization

- Solid analytical, critical thinking, and problem-solving skills

- Ability to identify root causes and develop practical, scalable solutions

- Strong organizational and time management skills, including the ability to work under pressure in a fast paced, deadline-driven setting

- Ability to work independently with minimal supervision while collaborating effectively across teams

- Agility; ability to adapt to changing priorities while managing multiple projects simultaneously as Shared Services continues to expand

- Ability to champion business needs in a collaborative manner to colleagues and leadership

- Ability to communicate departmental results both one on one and to a larger group of people

- Results focused

- Detail oriented

- Team focused

Languages

- English required; French or other languages an asset

📌 SME Terminal Shared (Chennai)
🏢 WSNE Consulting
📍 Chennai