Agency Quality and Process Manager
CMA CGM
San Jose, Costa Rica
hace 16 días

CMA CGM, founded by Jacques R. Saadé, is a leading worldwide shipping group. Its 504 vessels call more than 420 ports in the world on all 5 continents.

In 2017, they carried 18.9 million TEUs (twenty-foot equivalent units).

Now headed by Rodolphe Saadé, CMA CGM enjoys a continuous growth and keeps innovating to offer its customers new maritime, terrestrial, and logistical solutions.

With a presence in 160 countries and through its 755 agencies network, the Group employs more than 30,000 people worldwide, including 2,400 in its headquarters in Marseilles.

Agency Quality and Process Manager

He / She reports to Agency / Cluster Management, in order to :

  • Facilitate change management in the Agencies / Clusters
  • Make sure that service quality to group customers are up to set standards
  • Ensure Agency processes are in-line with the core model and functioning properly
  • Monitor KPIs and report to Agency Management / Department Managers by proposing action items to improve while keeping Regional BPMs in the loop.
  • TASKS & RESPONSIBILITIES :

  • Support Agency Management & Departments on changes and transformation (Core Model Implementation / Carrier and Brand Integration / Cluster Setup / Outsourcing / Lisa Deployment etc.)
  • Assist Core Model implementation in the Agency / Cluster by making sure group processes and instructions are well followed
  • Ensure KPIs & Performance are monitored regularly and addressed. Analyze, define and follow up improvement actions with related teams
  • Identify and share improvements, best practices and tips
  • Assist Risk Owner in identifying and analyzing risks and incidents and make sure corresponding action plans are defined and implemented to mitigate them
  • Involve in Customer Survey result analysis and improvement. Assist local action plans to increase Customer Satisfaction
  • Conduct periodic process reviews to make sure the tasks are performed properly by correct teams as per core model
  • Promote the lean approach in the agency to avoid double work and inefficiencies
  • Coordinate EDI set-ups & maintenance with partners and HO (or regional) EDI team
  • Identify business training requirements of Agency staff
  • Ensure Agency staff has all required accesses to the relevant tools, group instructions, processes and how to guides
  • Provide feedback to BPM’s on issues or challenges raised within the Agency aiming at improving the productivity and quality (Gap analysis, specific improvement plan etc)
  • Be the point of reference for the implementation of future business entities impacted by SAPHIR
  • Coordinate user acceptance tests with related departments for new functionalities on CMA CGM Group systems and tools
  • Consolidate inputs from the various Agency departments with regards to the local regulations impacting Group activities.
  • Ensure the relevant stakeholders are informed in the Agency and at HO / RO level

  • Serve as relay to ensure a Business Continuity Plan is defined and implemented locally
  • SPECIFIC SKILLS :

  • Leadership for implementing HO Projects
  • Project management Skills
  • Strong verbal and written communication skills Capability to design process
  • Good listening skills and Good analytical skills
  • Capability to handle several projects in same time
  • Capability to manage figures
  • Arbitration / challenging skills
  • Good organization and planning skills
  • PROFILE :

  • 2-5 years of experience in shipping business
  • Knowledge of agency environment
  • Business transversal expertise
  • Ability to work in an international and multicultural environment
  • High degree of autonomy
  • Fluent in English
  • Please ensure you are familiar with the CMA CGM Corporate Internal Mobility guidelines

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