CAR Inland & Customs SME
Apm Terminals
PA - Panama City
hace 6 días

This role is the local expert within concentrated process areas; understanding and promoting the standard and right way to service and deliver in CX & Execution

and acts as the first point of contact for country super users. This includes facilitating application and process development with Global FPOs, training and driving adoption of functionalities by Area CX & Execution.

Job Description

  • Train and coach to Area Superusers and CX & Execution : global and local product processes and practicesglobal and local applications and all integration pointssupport process, SLA & Escalation Procedures.
  • Support Area in implementing processes improvements and systems developments.
  • A local voice to FPOs in the global process digitization and automation agenda with aligned approach
  • Maintain a community of local Super Users in the Inland & Customs teams within the Area and provide them with the relevant training and support.
  • Promote and guard business processes & data quality awareness and compliance.
  • Act as first level support for local Super users and resolve issues faced
  • Secure right and sustained knowledge level in Area well as global SOPs / IOPs adherence and systems use as per design
  • Applications and processes enhancement support
  • Own local customer onboarding and support
  • Global / Regional SME / FPO Community contributions
  • UAT with FPOs and provide voice of Area and customers
  • Actively participate in all phases of the software development life cycle driven by FPOs.
  • Business continuity management
  • Competencies

  • Knowledge of processes and supporting Inland & Customs applications and systems
  • Experienced in working with documents like IOPs / QRGs capable to create such, adhere and self-train based on.
  • Continuous improvement mind-set and right sense of urgency capable to understand bigger picture of priorities and global constraints.
  • Strong understanding of processes within Inland & Customs landscape
  • Strong communication and stakeholder management skills
  • Highly structured and analytical
  • Result driven combined with the ability to achieve results through people
  • International experience, comfortable working in a matrix organization
  • Office 365
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