Main Objectives of this position
Process Excellence – Work on Process Improvement initiatives
Performance Management – Manage the Quality promises by regular business reporting of KPI and doing data analysis to identify gaps and propose actionable insights
Process Excellence
- Proactively identify cross-functional process inefficiencies and performance gaps in QSC IN and flag and align actions with RPX.
- Work closely with Super Users to Support process documentation in QSC IN and drive adoption
Supporting Bundling and offshoring initiatives for QSC IN by assisting in SOP creation, Time stamping and capacity planning.
Process Excellence
- Focus on n QP delivery e.g., Ease of Doing business e.g., reduction of calls, cases etc.
- Supporting the development of Business Intelligence Dashboards/Reports as applicable
- Support in the role of Command Centre liaising with GCC and QSC to ensure all stakeholders are delivering towards a common organizational goal.
- Ensure daily, weekly, Monthly Reporting of key business metrics and KPI’s to management
- Analyze data and make insightful recommendations to management. Data including but not limited to calls and case trends from Sales force, CES survey data from customers, Global QP dashboard etc..
- Process mining data analysis on platforms like Celonis to create business insights.
- Work on Customer Service Capacity plan for all areas quarterly.
- Create Balance Score Card templates for all QSC L6 and report CS data monthly.
Process mining data analysis on platforms like Celonis to create business insights
Ad hoc projects
- Supports cross-functional & other projects such as NPS/IT projects / Business Case analysis as applicable and required by management.
Support Management on various PowerPoint presentations creatively using existing corporate templates
Success criteria for the position
- Enhanced Quality promise delivered
- Improvement in KPI’s
- Efficiency gained
Improvement in CES
Qualification and technical requirements
- 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
- A team player with ability to work under pressure and manage small teams effectively
- Strong Stakeholder engagement & management skills across QSC, Region, GCC and HQ
- Carries good knowledge of Business Intelligence tools (VB Macro, QV, AI etc.)
- Good working knowledge of Internal FIS systems
- Good listening, negotiation & convincing skills
- Need to be creative and possess 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
- Project Management credentials like Green Belt / PMP certification would be an advantage.
Skills Required
- At least 8-10 years of relevant liner shipping experience
- Excellent process knowledge, primarily in Customer Service
- Fluent written and spoken Business English
- Strong multitasking and self-starting abilities
- Ability to work under pressure and manage small teams effectively
- Strong stakeholder engagement and management skills across QSC, Region, GCC, and HQ
- Knowledge of business intelligence tools, including VB Macro, QlikView, and AI
- Working knowledge of internal FIS systems
- Strong listening, negotiation, and persuasion skills
- Creative, analytical, and problem-solving mindset
- Good organization and time-management skills
- Willingness to take ownership of tasks and responsibilities
- Ability to promote best-practice sharing through knowledge-sharing forums
- Green Belt or PMP certification
Hapag-Lloyd Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Hapag-Lloyd and has not been reviewed or approved by Hapag-Lloyd.
-
Fair & Transparent Compensation — Compensation in corporate, finance, and specialized technical roles is often viewed as competitive for the shipping industry and paired with solid overall benefits. Pay in these areas is described as fair relative to role expectations.
-
Strong & Reliable Incentives — Annual or performance-based bonuses are a meaningful part of total compensation and can be strong in profitable years, boosting overall satisfaction. Bonus structures are common and contribute to total rewards.
-
Retirement Support — Retirement benefits, including 401(k) plans in some regions, are regarded as solid components of the package. These offerings often sit alongside strong health coverage and paid leave.
Hapag-Lloyd Insights
What We Do
With a fleet of 280 modern container ships and a total transport capacity of 2.1 million TEU, Hapag-Lloyd is one of the world’s leading liner shipping companies. In the Liner Shipping segment, the Company has around 13,700 employees and 400 offices in 140 countries. Hapag-Lloyd has a container capacity of 3.1 million TEU – including one of the largest and most modern fleets of reefer containers. A total of 114 liner services worldwide ensure fast and reliable connections between more than 600 ports on all the continents. In the Terminal & Infrastructure segment, Hapag-Lloyd has equity stakes in 20 terminals in Europe, Latin America, the United States, India, and North Africa. Around 2,900 employees are assigned to the Terminal & Infrastructure segment and provide complementary logistics services at selected locations in addition to the terminal activities.
