Job Purpose/Summary
The Control Tower Leader will be responsible for overseeing centralized operations for Air, LCL, and FCL customers migrated under the Control Tower Program within the GSC. The role focuses on providing end-to-end visibility, driving continuous improvement, enhancing customer experience, and implementing automation and digital solutions to improve data quality and service delivery.
Key Responsibilities
- Provides the right level of visibility to customers and stakeholders (internal & external), including shipment tracking, proactive delay monitoring, and overall governance around the services offered via Maersk.
- Understands customer needs and creates tailor-made solutions to support their business requirements, with a fast turnaround time.
- Reviews the complete operational process to identify any delays in shipment operations; revisits the process with business team members and ensures corrective actions are implemented.
- Provides data for WBR/MBR/QBR to the business team, offering focused insights where Maersk's performance as an LSP is not meeting expectations. This includes, but is not limited to, lane-wise failure analysis, data quality checks, and ensuring accurate and timely updates of all mandatory details.
- Aligns with the business team to create RCA (Root Cause Analysis) and an action plan for recurring issues impacting service performance.
- Performs data analysis on frequent failures and develops sustainable solutions for long-term improvement planning.
- Digitizes and automates all manual reporting solutions, aiming to improve data accuracy through automation.
- Create a Power BI dashboard for clear visibility of all key KPIs and service performance indicators.
- Collaborates closely with the Project team, Business team, and EDI team for setting up customer accounts.
- Conducts monthly business reviews with the Product team and shares Control Tower performance and its impact on enhancing customer experience.
- Reviews team productivity and ensures optimal team performance.
- Develop a BCP (Business Continuity Plan) for the Control Tower team to ensure sustainable operations.
Primary Internal Stakeholders
- Business Teams (daily)
- Product Teams (weekly/monthly)
- Project Teams (weekly)
- Customer- Emails/ Need to basis
Primary External Stakeholders
- Internal and external Customers
Education & Experience
- Excellent communication skills
- Strong stakeholder management skills
- Should have handled the Control Tower for Global Air/ LCL customer.
- Min 3-5 years of experience in forwarding business.
- Strong Data analytics skills, experience with coding will be added advantage.
Key Skills
- Excellent communication skills.
Strong stakeholder management - Hands-on Control Tower operational experience.
- Ocean Freight forwarding.
- Data analytics and Power BI proficiency.
- Automation and reporting enhancement experience.
- Adaptability and continuous improvement mindset.
Result-driven approach. Key Measures
- Customer satisfaction through service visibility.
- Timely delivery of operational KPIs and reports.
- Implementation of automation/digital initiatives.
- Improved CT team productivity and efficiency.
- Established Business Continuity Plan (BCP).
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. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.
We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com.
