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Appetizer
A.P. Moller – Maersk is an integrated container logistics company working to connect and simplify its customer’s supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 70,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere – all over the world. For more information: https://www.maersk.com
We offer you an exciting global career at the forefront of world trade. Working with the best people in a global team culture with future growth opportunities in an industry that has a significant impact on the world economy.
We’re proud of our people who define our company’s industry leadership, global team culture and customer-centric focus every day. When you join our team, you join a truly diverse, global organization in a fast-moving, values-based, work environment where you can grow on the job, create and shape our digital solutions, tap into industry-leading talent development initiatives, enjoy working with your colleagues and broaden your world view through our international job postings.
The Program Management Team Lead is accountable for service delivery for the global or regional accounts with RPM or LPM in their team. Focus areas of the Program Management Lead are service delivery, productivity and profitability, people development and leadership of the Program Management community.
This role is based out of our Dubai office, United Arab Emirates, and reports to Head of Program Management.
Purpose of the role
Accountable to ensure a well-performing PM team is in place that is set up to meet the goals of the accounts for operational execution, service delivery and financial objectives.
Oversight of the operational performance and guidance on performance improvements for accounts in scope.
Collaborate and support other members of the global account team to assure desired performance and service level.
Ensure PM team conduct periodic reviews with customer(s) to ensure internal performance is reflected in customer satisfaction.
Ensure improvement projects across accounts are in place and that the learnings are captured and distributed in Maersk. Participate, support or lead as needed. Ensure to track value of improvements.
Drive a culture of Operational Excellence within the PM community, conduct regular performance dialogue in the main executing sites to detect existing and potential process flaws, determines corrective or preventive measures where indicated, and follows up to ensure processes have been improved and implemented.
Provide accessible daily leadership to handle escalations, coaching, internal review sessions and external customer meetings.
Provide strategic direction to the PM team and ensure the PM team has the tools, training and infrastructure to perform in their roles. Stimulate the PM team to enhance the performance for their global/regional accounts by sharing best practices, joining review meetings and/or covering during absence.
Provide structure for best practice sharing in daily, weekly, monthly, quarterly forums that help to educate and develop within region and outside Region and across teams.
Ensure that the PM team follows global and regional guidelines regarding role definition, job demarcations, initiatives and tools.
Build and maintain the PM succession pipeline.
Provide and oversee structure to ensure external KPI’s are in place for all PM accounts. Where KPI goals are not met, ensure PM’s have actions in place to improve.
Provide and oversee structure to ensure internal KPI’s, IOP and SOP’s are all in place and actively being worked and improved to meet and exceed expectations
Ensure account plans and development initiatives (operational and business growth) are in place and being reviewed in an ongoing process
Ensure client engagement and relationship building is in place through PM. Actively participate in client engagements at multiple levels to ensure relationship development is supported.
Key Responsibilities
1. Service Delivery and Customer Satisfaction
- Ensure the Program Management (PM) team is equipped to deliver on customer requirements and maintain and improve customer satisfaction levels (NPS)
- Ensure all key accounts in scope have appropriate KPIs and regular performance reviews with the customer
- Ensure all key accounts in scope have internal KPI measurements and visibility of operational performance. Ensure internal KPIs are aligned with customer agreed KPIs
- Drive the development of Global and Regional standards and IOPs
- Engage in regular customer service calls with overseas branches
- Report periodic performance of global accounts to Regional Leadership Team and Vertical Heads
- Collect, validate, consolidate, monitor and report any significant customer requirements, expectations and trends
- Support new and additional business implementations (led by the implementation team or led by the program management team)
- Track cost reduction projects in the supply chains of the global accounts in scope
2. Productivity and Profitability
- Establish productivity measurements for the accounts in scope ensuring global alignment
- Establish profitability (CCM) measurements for the accounts in scope
- Drive productivity improvements for the accounts and enable sharing across accounts
- Review global operational processes and validate possibilities of cost reduction against service delivery level for accounts in scope
- Review procedures that will minimize Maersk exposure to risk associated with compliance, trade controls and HSSE
- Review periodic performance within PM community and with commercial team
- Make expertise and knowledge available to Maersk Operations and drive Operational Excellence through day-to-day execution and participation in inspirational workshops regionally and locally
3. People Development
- Team structuring and implement the vertical focus within the PM team
- Provide coaching within the PM team to drive engagement
- Conduct regular talent reviews for the PM team jointly with HR
- Ensure to have a succession pipeline in place for PM community
- Ensure high performers are retained
- Ensure all accounts in scope have a plan for on-boarding, training and development (SOP quiz/certification) of the global team
- Ensure the PMs are involved in objective setting & performance management of the operational team in the region and aligned with Regional and Global community
4. Innovation, Collaboration & Community Development
- Engage with Commercial and Operational experts on Global/Regional/Cluster level to explore new developments servicing the changes in customer demand
- Participate in and host Lesson Learned workshops with the global and regional Program Management community and ensure best practice is defined, distributed and available to all global accounts
- Ensure to participate in designing and rolling out one set of global, internal KPIs (across accounts) covering the majority of customer requirements
- Evaluate Maersk solution modules against the current customer supply chain and make recommendations to global and regional operations community for improvement projects
- Ensure PM team takes ownership of customer initiated projects and ensures internal resourcing is appropriate to execute within the agreed timeline
- Define and document best-in-class vs standard service levels and discuss with Product
- Support or lead the development of business cases, for example for IT developments
- Direct and ensure local and global IT prioritization for the PM owned accounts is coordinated and driven
Key Performance Indicators
- Customer Experience: Customer agreed KPIs, Operational index, NPS.
- Performance Culture: Customer specific Internal Performance Metrics in place via Metrics Dashboard. Customer MBR/QBR internal and external in place. No churn due to ops non-performance. Billing IOP is up to date and the supporting processes are designed correctly.
- SCM GP Growth: Productivity Improvements and Initiatives deployed: cost savings generated to contribute to account profitability at EBIT level.
- Engagement and Leadership: Performance Management Culture/LEAN Tool Adoption to drive continuous improvement. On leadership, focused on talent management, attraction, hiring & selection, people development, EES as well as coaching/feedback/difficult Conversations + decisions, Critical thinking.
Key Competencies
1. Behavioral
- Composure (high capacity for stress)
- Assertive/decisive and pro-active
- High sense of urgency and persistence
- Confidence in dealing with people and building relationships
- Analytical and structured approach
- Able to give constructive feedback and challenge where appropriate
- Ability to manage stakeholders on various levels in the organization
- Customer centric
2. Technical
- Maersk operational structure and functionality (systems, products)
- Continuous Improvement techniques and metric driven
- Outstanding verbal, written, presentation skills, communication
- Project Management skills and training skills
Who we are looking for
- Bachelor Science degree preferably in Business/Logistics/Engineering
- 7+ years relevant experience with a proven track record in operational management (preferably Maersk)
- Understanding and passion for driving Operational Excellence in the business
- Ability to work in a matrix organization and influence decision makers
- Proven and sustained track record of delivery, with focus on driving results through others
- Experience of working with wide variety of complex operational and commercial challenges
- Exposure and understanding of Business Improvement / Lean tools
- Excellent communication and influence skills
- Ability to interface with Executive Level Management
- Being a team member supporting the global/regional/country teams proactively
- Ability to build strong effective networks
- Knowledge of risk management with the ability to identify activities
