Regional Program Manager 34 views

You lead and inspire stakeholders, analyse the issues and run PDCA cycle, launch the project and own the KPI, go customer to feel their temperature. Program Manager (PM) is the one who takes care not only service quality but also make sure client satisfaction.

We Offer:

PM needs to have many faces – analyst, engineer and leader etc. It is tough, but you can learn multi-angled experience and have a holistic view how we run the business with clients.

Key Responsibilities:

The Regional Program Manager (RPM) has the Operational ownership of the regional service delivery towards the customers.

The RPM is accountable for the operational relationship with our customers and owns the exe-cution in the regional operational teams serving these customers

– Scope of responsibility is regional where Maersk SCM is executing the business for the named customers. On exceptional cases scope could be limited to one area only or on the other hand scope could be expanded to cover multiple regions
– The RPM provides oversight of the operational performance and guidance on improvements
– The RPM must collaborate and support other members of the global account team to assure desired performance and service level
– Conduct regular ‘Gemba’ walks in the main executing branches to detect existing and potential process errors, determines corrective or preventive measures where indicated, and follows up to ensure processes have been improved and implemented
– Become an ‘Operational Excellence’ ambassador and encourage operational staff to apply best practice
– Conduct periodic reviews with customers to ensure internal performance is reflected in cus-tomer satisfaction
– Lead improvement and corrective projects and ensure the learnings are captured and distribut-ed in Maersk SCM
– Participate in the Program Management community
– Support other Program Managers to enhance the performance for their accounts by sharing best practices, joining review meetings and/or covering during absence

Role Responsibilities:

1. Service delivery and customer satisfaction – 60%

• Maintain and improve customer satisfaction levels (NPS)
• Maintain and improve internal measurement and visibility of operational performance.
• Ensure internal KPIs are aligned with customer agreed KPIs and that there is one data set globally that reflects the customer and internal performance with regard to KPIs and other statistics (volume)
• Be the Account ‘point-of-contact’ and ‘go-to’ person for operational escalations
• Support the development of Global and Regional standards and IOPs
• Ensure all SOP/IOP(s) are adhered to and shortfalls are corrected on priority
• Host and engage in regular customer service calls with overseas branches
• Support the commercial teams with enquiries and expertise into these areas
• Implement and verify implementation of cost reduction projects in the Maersk SCM deliv-ery and support cost reduction projects in the customer supply chain

2. Productivity and Profitability – 30%

• Support establishing a productivity baseline for the account
• Support establishing a profitability baseline for the account on CM2 level
• Review operational processes and validate possibilities of productivity improvement against service delivery level and drive improvements accordingly
• Ensure the account perspective is communicated to the operational community
• Establish procedures that will minimize Maersk SCM exposure to risk associated with compliance, trade controls and HSSE
• Report periodic performance to KAM, CSO heads, Area MDs, Regional Head of Program Management and Regional COOs
• Make expertise and knowledge available to Maersk SCM Operations and drive Opera-tional Excellence through day-to-day execution and participation in inspirational work-shops regionally and locally
• Represent the account(s) during additional business implementations along with the im-plementation team leading the implementation

3. Collaboration & community development – 10%

• Engage with Commercial and Operational experts on Global/Regional/Cluster level to ex-plore new developments servicing the changes in customer demand
• Participate in area / regional Program Management meetings, calls and share best prac-tices pro0actively
• Take ownership of customer initiated projects and ensure internal resourcing is appropri-ate to execute within the agreed timeline

Experience and Skills:

• Excellent language proficiency in Japanese and English.
• Bachelor Science degree preferably in Business/Logistics/Engineering
• 3+ years relevant experience with a proven track record in operational management (preferably Maersk SCM)
• Understanding and passion for driving Operational Excellence in the business
• Ability to work in a matrix organization and influence decision makers
• Proven and sustained track record of delivery, with focus on driving results through oth-ers
• Experience of working with wide variety of complex operational and commercial chal-lenges
• Exposure and understanding of Business Improvement / Lean tools
• Excellent communication and influence skills
• Ability to interface with local and regional management teams
• Being a team member supporting the global/regional/country teams proactively
• Ability to build strong effective networks
• Knowledge of risk management with the ability to identify activities

Only candidates can apply for this job.

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