Thursday, 3 January 2013


Maersk Latest Vacancy (Top Jobs)

REF.: DC-012898

The Head of Operation and Customer Service is responsible for the management of operations and customer service at a nationwide level. The candidate will be responsible for leading the operations teams across our different products, design and execution of products and solutions to meet current and potential needs of customers. The candidate will be responsible for managing operations for key accounts and ensuring excellent relationships with them to facilitate the business, monitoring the departments’ performance.

In this role:

  • Will take part in the design and execution of an ambitious business plan that will look at accelerated growth over the next 5 years
  • Exposure to Regional and Global Key clients
  • Enhance leadership capabilities
  • Process design and implementation
  • Coach the operations team ensuring that all members are motivated and trained to the required level of competences and skills
  • Set timely business related objectives to each operations employee making sure that all of them understand their responsibilities
  • Determine key development actions to enhance performance.
  • Drive performance in compliance with the Performance Appraisal Process
  • Retain and develop talent.
  • Country’s budgeted CM1
  • Operational KPIs
  • Client retention – Churn rate
  • Customer Satisfaction Survey
  • Employee Engagement Survey

  • Lead, develop and drive effective and well-synchronised operations and customer service across our products.
  • Develop relationships with Customs Officials at each of the relevant Commands in Lagos.
  • Develop close relationships with customers, vendors and client managers.
  • In conjunction with the Country Sales Manager agree on specific development plans for products, trade lanes and customers.
  • Establish KPIs and ensure adherence to global/regional/local SOPs
  • Ensure compliance with operational procedures and systems
  • Support product development
  • Responsible for achieving Customer Satisfaction Survey targets.
  • Responsible for delivering on the variable cost targets
  • Maintain customers informed about cargo and shipments status throughout the export/import processes ensuring that procedures are carried out timely and correctly in order to deliver the agreed services.
  • Ensure that operating procedures are in place and that a high process mindset is driven at all times to ensure continuous productivity improvements.
  • Ensure that operations are executed flawlessly and avoid margin deterioration as a result of operational failures.
  • Act as escalation point on Customs related matters and ensure prompt resolution of disputes/queries, completion of one-off tasks and avoidance of any service disruptions for the Company.
  • Size up service performance with vendors and other thirds parties to improve service levels
  • Foster relationship with Key Suppliers at Director Levels and ensure that same is driven in the different levels of the organization at their own levels of regular interaction.
  • Ensure accurate file estimation, customer invoicing, supplier invoice approvals, resolution of customer or supplier invoice dispute, and file closing
  • Follow-up on agreed rates, terms, credit and service levels agreed for customers.
  • Manage the development and deployment of operations and customer service processes, guidelines and standards
  • Ensure each team have client’s SOP in place, update it and establish IOP with relevant parties (truckers, finance team etc).
  • Conduct relevant benchmarking and analysis to identify opportunities for performance improvement.
  • Responsible for all client implementations of new business across Nigeria
  • Identify development opportunities for further exploration of new services with current or new customers
  • Actively promote within our customer base cross selling initiatives as agreed with the Country Sales Manager.
  • Minimum of 7 to 10 years experience in managerial positions in Freight Forwarding Operations.
  • Proven track record of P&L responsibility.
  • Proven experience on product design and development.
  • Project management and process excellence skills
  • Good communicator and able to develop solid relationships with key suppliers
  • Good skills in negotiation, evaluation and problem solving
  • Excellent planning and execution capabilities
  • Result oriented and self driven.
  • The position requires excellent English written and verbal communication skills. Knowledge of other languages is helpful.
  • Proficiency in the use of Microsoft Office, Excel, and PowerPoint is required.
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DUE DATE: 15 January 2013.

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