Continuous Improvement Manager
Apm Terminals
PA - Panama City
hace 3 días

We have a vision larger than the ocean : to be a true integrator of container logistics connecting and simplifying our customers’ supply chain.

We count on our people to make it happen.

As Continuous Improvement Manager, you ll ldrive continuous improvement and support performance management across the business area (Ocean, SCM, 4PL, LCL, Landside or Customs) serviced by Area CX & Execution.

This includes anchoring and facilitating project prioritization as well as ensuring readiness in support of CX Leaders and their teams.

Key responsibilities :

  • Support Area CX Manager toanchor and drive defined projects for Area Customer Experience across CX & Execution teams.
  • Support Area CX Manager on defining complementing local metrics to the global KPIs and ensure performance management cycles are in place and followed up across CX & Execution teams.
  • Coordinate and review all customer experience functional excellence activities in Area and develop change management strategies to ensure successful implementation and adoption in support to Area CX leadership
  • Drive continuous improvement mindset in Area CX and Execution teams via on-the-job application of LEAN techniques / tools.
  • Drive process standardization across the Area CX & Execution teams
  • Continuously aligns initiatives & manages risks associated with deployment of initiatives
  • Enhance the level of customer satisfaction in order to improve productivity and anticipate and solve customer problems.
  • Accountable for :

  • Driving and anchoring global initiatives until handover to standing organization including sustainability.
  • Maintain Operating System in CX & Execution
  • Receiving and deploying new processes and initiatives
  • We are looking for :

  • Excellent understanding and focus on Customer Experience
  • Process improvement & Project Management skills
  • Strong communication and stakeholder management skills
  • Understanding E2E Business Landscape and Operational Excellence / Lean experience is beneficial
  • Highly structured and analytical
  • Strong influencing skills
  • Result driven combined with the ability to achieve results through people
  • LEAN / Six Sigma knowledge and experience is preferred
  • International experience, comfortable working in a matrix organization
  • Fluency in English

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