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.

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)