Lead Logistics CX & Operations - System Team Lead

We offer
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
At Maersk, we value diversity and inclusion. We believe that every individual brings unique perspectives and experiences that contribute to our success. We are committed to creating a workplace where everyone feels valued, respected, and empowered to reach their full potential.
Key Responsibilities
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
Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law.
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