Join our SCM Operations leadership team and drive System Excellence at Maersk. We offer a strategic and rewarding environment where you can:
- Lead & Transform: Direct a high-performing system operations team handling high-volume SCM system updates and data management across regional markets.
- Global Exposure: Collaborate closely with Area leadership, Area CX, Vendors, and global Technical teams.
- Drive Innovation & Migration: Lead Lean initiatives, system migration projects (e.g., account handovers, site transitions), automation adoption, and SCP/MODS platform rollouts.
- People & Career Growth: Empowered environment with structured leadership development, talent pipeline management, and clear career progression paths
1. Functional & Operational Management
- System Operations Governance & SLA Compliance: Oversee end-to-end system update workflows. Ensure strict adherence to customer SOPs, internal IOPs, and agreed SLA turnaround times across all account portfolios.
- Downstream Error Prevention: Maintain continuous oversight over data completeness and milestone accuracy to eliminate downstream operational and financial errors (CBL validation errors, documentation delays, customs manifest issues, FinOps billing discrepancies).
- Critical Operational Escalation: Serve as the primary management escalation point for critical system failures, major volume surges, or account performance crises. Drive cross-functional resolution with Area CX and technical teams.
- Stakeholder Performance Alignment: Conduct regular performance reviews with Area CX, Program Managers, and area leadership to ensure high service quality (KCX/NPS) and SLA alignment.
2. People Leadership, Structure & Talent Development:
- Team Leadership & Capability Building: Direct and develop the team structure comprising Team Leaders, Senior Specialists (Super User & Performance Partner), and Specialists. Set annual operational targets balancing quality, productivity, and cost.
- Resource & Capacity Management: Optimize team capacity, manage FTE mapping, balance account workloads, and execute seamless account transition/off-shoring projects on committed timelines.
- Engagement & Retention: Foster an inclusive, high-performing team culture rooted in recognition, upskilling, and active talent retention
3. Process Control, Transformation & Strategic Growth:
- Transformation & Migration Execution: Lead and anchor global system rollouts, account migration proposals, automation implementations, and platform upgrades (SCP/MODS).
- Continuous Improvement (CI) Strategy: Partner with the Performance Partner and Super User to embed Lean Six Sigma methodologies, standardize IOPs across sites, and eliminate manual touchpoints via automation/RPA backups.
- Performance Governance: Leverage visual management and Power BI analytics provided by the Performance Partner to track macro trends, prevent systematic failures, and enforce individual/account accountability
Organizational Matrix & Key Interdependencies
Key Metrics for Success:
- Customer & Stakeholder Experience: Stakeholder Satisfaction (KCX/NPS), SLA Turnaround Time Compliance
- Operational Quality & Control: Zero Downstream Failure Claims (CBL/Doc/FinOps/Customs), Team Data Accuracy Rate, SOP/IOP Compliance Rate.
- People & Transformation: Employee Engagement Score (EES), Talent Retention Rate, Successful On-time Execution of System Migration Projects
Key Interdependencies:
- Direct Supervisor: Senior Manager / Head of Operations.
- Direct Reports: System Team Leader, System Senior Specialist (Super User), System Senior Specialist (Performance Partner).
- Indirect Reports: System Specialists / Members.
- Internal Stakeholders: Area CX Leaders, Program Managers, CBL Manager, Documentation Manager, FinOps Lead, CI & Transformation Teams.
- External Stakeholders: Ocean Carriers, Shippers/Vendors, Global Customers
Qualification & Requirements
1. Education & Experience
- Bachelor’s degree in Supply Chain Management, Logistics, International Business, or relevant disciplines.
- 4–6+ years of progressive experience in Logistics, SCM, Freight Forwarding, or Shared Service Centers (GSC), with at least 2 years in a managerial or functional leadership role.
- Deep operational background in SCM System Operations (SI workflows, ASN logic, SCM documentation generation, milestone management, and carrier cut-offs)
2. Strategic & Operational Leadership Competencies:
- Proven track record in operational performance management, team development, and capacity planning.
- Excellent stakeholder management skills; ability to negotiate and align operational expectations between Area CX and internal GSC teams.
- Strong decision-making, root-cause analysis, and crisis management capabilities under tight timelines
3. Digital, Process & System Aptitude
- Deep understanding of Lean Six Sigma/CI principles, process standardization, and Quality Control frameworks.
- Advanced digital affinity: Thorough understanding of SCM/TMS/SCP execution systems.
- Exposure to Power BI, Power Apps, or automation tools (Python/VBA) is a strong advantage
4. Communication & Language:
- Professional fluency in English (both written and spoken).
- Exceptional executive presentation, communication, and conflict-resolution skills
