Senior Specialist Control Tower

A.P. Moller - Maersk; Thane; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Maersk, India, seeks a Control Tower Leader to oversee centralized operations for Air, LCL, and FCL shipments within the GSC. You will drive end-to-end visibility, data quality, and automation to improve service delivery.

You will develop Power BI dashboards, lead cross-functional teams, conduct monthly reviews, and ensure continuous improvement including business continuity planning for sustainable operations.

Qualifications

• 3–5 years of experience in forwarding business.
• Experience handling Control Tower for Global Air/LCL customers.
• Strong data analytics skills and Power BI proficiency.
• Excellent communication and stakeholder management.
• Hands-on control tower operational experience.
• Automation and reporting enhancement experience.
• Adaptability and continuous improvement mindset.

Responsibilities

• Provide visibility to customers and stakeholders with shipment tracking and governance.
• Understand customer needs and create tailored solutions with fast turnaround.
• Review operational processes to identify delays and implement corrective actions.
• Provide data for WBR/MBR/QBR with insights on performance.
• Develop RCA and action plans for recurring issues.
• Perform data analysis on frequent failures and drive long-term improvements.
• Digitize and automate reporting solutions to improve data accuracy.
• Create a Power BI dashboard for KPIs and service performance.
• Collaborate with Project, Business, and EDI teams to set up accounts.
• Lead monthly business reviews and report CT performance.
• Review team productivity and ensure optimal performance.
• Develop a Business Continuity Plan for the CT team.

Skills

Communication skills

Stakeholder management

Data analytics

Power BI

Automation & reporting

Coding (advantage)

Tools

Power BI

Job description

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.

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