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Manager – Process and Performance Support
Hapag-Lloyd AG. Proactively identify cross-functional process inefficiencies and performance gaps in QSC IN and align actions with RPX .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in Customer Service processes within liner shipping, with a strong focus on Quality Promise delivery and performance improvement. Proficient in data analysis and Business Intelligence tools to drive actionable insights and enhance operational efficiency.
Highest-signal resume keywords
Customer Service Process KnowledgeBusiness Intelligence ToolsData Analysis and ReportingStakeholder EngagementProcess Improvement
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Process DocumentationCapacity PlanningSOP CreationProcess-Mining AnalysisKPI ReportingBalanced Scorecard DevelopmentSalesforce Trends AnalysisCreative Presentation DevelopmentTime StampingCross-Functional Project Support
Soft Skills
Strong Multi-Tasking SkillsAbility to Work Under PressureNegotiation SkillsAnalytical MindsetTime Management Skills
Tools & Technologies
SalesforceCelonisVB MacroQVAI
Industry Keywords
Liner ShippingQuality PromiseCustomer Experience SurveyStakeholder ManagementKnowledge Sharing
About the role
Key responsibilities & impact- Proactively identify cross-functional process inefficiencies and performance gaps in QSC IN and align actions with RPX
- Support process documentation and drive adoption with Super Users
- Assist bundling and offshoring initiatives through SOP creation, time stamping and capacity planning
- Focus on Quality Promise delivery and ease of doing business, including reduction of calls and cases
- Support development of Business Intelligence dashboards and reports
- Act as Command Centre support, liaising with GCC and QSC
- Ensure daily, weekly and monthly reporting of business metrics and KPIs to management
- Analyze data and provide actionable recommendations using Salesforce trends, CES survey data and Global QP dashboards
- Perform process-mining analysis using Celonis
- Develop quarterly Customer Service capacity plans
- Create Balanced Scorecard templates and report Customer Service data monthly
- Support cross-functional projects including NPS, IT and business-case analysis
- Prepare creative PowerPoint presentations using corporate templates
- Success measured by enhanced Quality Promise delivery, improved KPIs, efficiency gains and improved CES
Requirements
What you’ll need- At least 8-10 years of relevant liner shipping experience
- Excellent process knowledge about HL processes mainly in Customer Service
- Fluent in written and spoken Business English
- Self-starter with strong multi-tasking skills
- Ability to work under pressure and manage small teams effectively
- Strong stakeholder engagement and management skills across QSC, Region, GCC and HQ
- Good knowledge of Business Intelligence tools (VB Macro, QV, AI etc.)
- Good working knowledge of Internal FIS systems
- Good listening, negotiation and convincing skills
- Creative, with a strong analytical and problem-solving mindset
- Well organized with good time management skills
- Willing to take ownership of tasks and responsibility
- Promotes best-practice sharing within the Region and HQ through knowledge-sharing forums