Manager, Service Quality

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). 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.