Manager, Service Quality

JOB PURPOSE
This position directs and supports process strategy, and is a process architect, process engineer, educator, coach, and auditor. The work ranges from consulting with internal and external customers, service delivery teams, and management to assess the current environment, systems, processes, and culture to formulate strategic process plans to help the region achieve performance excellence; designing detailed and systemic implementation plans, solutions, and executing them according to agreed objectives; and delivering customized education, quality control programs to foster ownership, leadership, proficiency, collaboration, and teamwork and to secure the agreed performance results and strengthen customer relationships. This is a proactive position whose success depends on forward-thinking opportunities and solutions to differentiate APL Logistics in the 3PL industry. Leadership includes communication (internal and external), problem resolution, customer and team escalation, point, account coverage and customer satisfaction across global products, which consist of offshore operations teams, service integrity, customer support, management team, APLL account management teams, systems, operations and sales. Senior Manager will implement new accounts, new system and procedures, lead customer business reviews, develop customer relationships, assist in the development of new programs, and establish new business potentials for stronger business relationships among internal and customer stakeholders.
ROLES & RESPONSIBILITIES
Management/Leadership
• Manage APLL client-related projects coordinating cross-functional internal and external resources.
• Meet customer delivery expectations on shipments by adhering to department SOPs, milestones and KPI set.
• Record and verify financial transactions.
• Manage all internal stakeholders to ensure all projects can be completed on time.
Customer Service
• Support local teams with guidance and planning for Service Excellence objectives.
• Identify trends, process improvements, and customer needs.
• Propose and implement solutions for customer retention.
• Actively support customer acquisition processes.
• Sustain a differentiated and quality service culture.
Operation
• Manage and optimize resources effectively.
• Communicate and resolve operational, process, and systems issues collaboratively.
• Establish, implement, and maintain operations for continuous improvement.
• Perform internal service delivery audits and initiate quality improvement programs.
• Coordinate regional programs to achieve service excellence objectives.
• Provide troubleshooting and ad-hoc support for the region.