Ocean CX Team Lead – Growth & Performance

Maersk Global Service Centres Philippines Limited; Pasig; In loco; PHP 700.000 - 1.000.000; Tempo pieno

Descrizione del lavoro

Maersk Global Service Centres Philippines Limited is seeking an Ocean Customer Experience Team Lead to supervise a team of operators and drive daily and monthly KPIs. The role requires deep knowledge of end-to-end logistics, customer service, and collaboration with cross-functional teams to meet client requirements.

You will monitor performance, coach staff, and implement improvements while maintaining SOPs and a culture of accountability.

Competenze

• 2–5 years of leadership experience, with exposure to performance and change management.
• Experience in Shipping, Logistics, Freight Forwarding, or Supply Chain Operations.
• Bachelor’s degree in any relevant field.
• Strong English communication skills, both written and verbal.
• Knowledge of automation, AI capabilities, and Power BI is an advantage.

Mansioni

• Manage and oversee the team's day-to-day operations, ensuring tasks are completed accurately, efficiently, and within agreed timelines.
• Develop and implement appropriate work plans and timelines to achieve established operational targets and KPIs.
• Regularly monitor team performance and provide timely, specific, and constructive feedback to improve productivity, quality, and overall performance.
• Delegate tasks effectively based on operational priorities, workload, and individual team member capabilities.
• Assess the skills and development needs of team members and provide appropriate coaching, training, and support to help them reach their full potential.
• Motivate, engage, and guide team members toward achieving individual, team, and organizational goals.
• Promote and consistently reinforce company values, policies, procedures, and expected standards of behavior.
• Understand changes in client requirements and ensure that process updates are communicated, understood, and consistently implemented across the team.
• Collaborate closely with other Team Leaders and cross-functional departments to achieve shared operational and organizational objectives.
• Proactively identify process gaps and improvement opportunities and recommend solutions that strengthen efficiency, quality, and the overall working environment.
• Maintain Standard Operating Procedures (SOPs), ensuring they are accurate, up to date, and suitable for operational reference and training purposes.
• Foster a culture of accountability, continuous improvement, teamwork, and high performance within the team.

Conoscenze

Leadership

Team management

Performance management

Change management

English communication

Microsoft Office

Power BI knowledge

Formazione

Bachelor’s degree

Strumenti

Power BI

Microsoft Office

Descrizione del lavoro

Maersk Global Service Centres Philippines Limited is seeking an Ocean Customer Experience Team Lead to supervise a team of operators and drive daily and monthly KPIs. The role requires deep knowledge of end-to-end logistics, customer service, and collaboration with cross-functional teams to meet client requirements.

You will monitor performance, coach staff, and implement improvements while maintaining SOPs and a culture of accountability.