Manager, Service Quality (Narrow)

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.
• 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.

QUALIFICATIONS

EXPERIENCE

• 6+ years of relevant experience.

MANAGERIAL EXPERIENCE

• Proven leadership qualities and effective team management.
• Experience in mentoring and coaching.
• Experience in CLS (Contract Logistics Service), TMS (Transportation Management Service)

SKILLS

• Stakeholder Management: Ability to effectively manage relationships with various stakeholders.
• Technical Skills: Proficiency in Excel and Power BI.
• Interpersonal Skills: Strong communication abilities, driven by a people-oriented approach.
• Ability to quickly define and resolve problems.
• Capable of multi-tasking dynamic and complex projects.
• Strong communication skills that bridge all levels of hierarchy (written and oral).
• Goal-oriented with financial acumen (budgets, planning, P&L, margins)