Main tasks and Responsibilities:

Strategic Roles

Team Leadership, Training & Development

• Lead, and manage the Cluster Service Delivery Team to meet customer expectations, and as well ensuring a positive and efficient work environment
• Ensure that the Service Delivery Team members in the Cluster are well trained, and equipped with the right skill sets, to meet customer expectations
• Provide coaching, training and mentoring to develop the team’s skills and competencies Promote team collaboration within the Cluster Service Delivery teams
• Ensure coverage of all tasks within the Cluster Service Delivery team, both current and in future. This entails having a clear SWOT of all the team members complete with a succession plan

Technology & Innovation

• Lead the Cluster Service Delivery team to effectively utilize technological solutions already deployed in the group by ensuring that these are properly deployed and are unlocking the envisaged benefits. Such benefits include: improved customer interactions, reduced case resolution period, enhanced data collection capabilities that allow for identification of problems / areas of improvement opportunities among others
• Identify and lead the automation of transactional processes within Service Delivery, working with cross functional teams which include: IT and QPM desk
• Be on the look out for new technology in the market, with the goal of presenting for adoption such technologies that could be beneficial to the group

Management of Shared Services Desks

• Ensure that the services offered by the shared service desks meets is as per the service level agreement, escalating any non-conformances to management for actioning
• Evaluate the performance of the shared services desks, highlighting any improvement areas need to be undertaken / closed

Resource Allocation

• Effectively allocate resources within the cluster Service Delivery team, including personnel, to optimize the delivery of services to customers

Performance Monitoring

• Identification of service delivery performance drivers
• Implementation of regular monitoring of these performance drivers, through team performance assessments, data analysis, and identification of improvement areas leading to elevated overall service delivery quality

External Stakeholder Management

• Create linkages with customs and other external agencies that impact on the overall speed and quality of service delivery tasks. Such external stakeholders include: customs manifest team, customs training teams

Tactical Roles

Task Coordination

• Organize and coordinate tasks in Cluster Service Delivery, within the available resources to meet customer expectations
• Conduct regular Reviews with internals departments (GBS, Sales, Lines, Finance) to deliver any improvement or address any risk
• Engage with internal departments (GBS, Sales, Lines, Finance) for better resolution time & process

Resolution of Matters

• Handle escalated customer matters and provide guidance to the team members on resolving challenging scenarios ensuring customer satisfaction is maintained
• Anticipate and manage all team conflicts within the service delivery team members, with any escalations duly done on time, to management

Performance Monitoring

• Tracking of service delivery KPIs and ensure use of data in making improvement decisions
• Conduct performance reviews of the Cluster Service Delivery team based on clear and agreed-upon targets, developing as part of the output, action plans of performance improvement
• Deliver excellent incident (case) management as per Service Level commitment

Simplification Pillar

• Ensure the effective deployment, monitoring and closure of all the simplification pillar actions

Operational Roles

• Managing the team day to day to meet KPIs
• Effective management and escalation of unresolved customer technical problems
• Motivate and develop your team to provide the best service
• Directly manage the day to day activities of the East Africa service delivery teams by: aligning on the day / week tasks, being the focal point for all escalated matters from the agency service delivery supervisors, and ensuring that all team members are engaged in their day to day tasks
• Ensure day to day smooth flow of activities within service delivery teams. This includes ensuring that: all queues are flowing smoothly, there are no unmanned desks within Service Delivery, all conflicts, both internally and externally, are properly resolved
• Coordinate with the relevant departments on matters which require to be addressed, and which impact on the team’s productivity
• On time escalation of all matters that require management attention

Qualifications

• Bachelor’s degree in a business administration, supply chain, shipping, engineering, social sciences or business related course.
• Masters degree in a business or management related course is an added advantage
• Proven past experience in shipping, with at least 5 year experience in back office roles in shipping, logistics and or supply chain is an added advantage.
• Proven experience in a managerial role, past management experience in shipping, logistics and or supply chain is an added advantage.
• Experienced in Process Management & the application of Quality systems.
• Excellent command of written & spoken English