The Service Delivery Supervisor is instrumental in ensuring that customer requests are efficiently solved to improve the customer experience. He/she is responsible for effectively managing the team which includes but not limited to resolving issues, performance management, and ensuring that the Key Performance Indicators of the team are consistently met. He/she must be diligent, with a great work ethic and consistently striving to assist the Customer Care team achieve its goals.
The Role:
The Service Delivery Supervisor manages the Service Delivery Documentation Team to ensure timely local and international local customs declarations, perform pre-invoicing controls, and complete all documentation transactions not transferred to GBS. He/she must ensure that the organisation is in compliance with all legal and Group standards with the aim of continuously achieving customer satisfaction.
JOB OVERVIEW
Responsibilities and Duties
The main duties of the Service Delivery Supervisor include but are not limited to:
• Deliver excellent incident (case) management as per Service Level commitment
• Managing the Documentation team (Booking, Cargo Readiness, Export, Import, Idle, DDSM & Dispute) to meet KPIs and provide explanations to address gaps as may be required by management
• Conduct regular Reviews with internal departments (GBS, Sales, Lines, Finance, etc to deliver any improvement or address any risk
• Engage with internal departments (GBS, Sales, Lines, Finance…) for better resolution time & process
• Effective management and escalation of unresolved customer technical problems
• Collaborates with the CCM to assess the training and coaching needs of the Documentation team.
• May collaborate with the CCM to conduct performance reviews, implement performance improvement plans and other analysis as required.
• Collaborates with daughter agencies and provides support as required; ensures that coverage is provided.
• Manage leave requests and plan for vacation coverage; monitor team members for attendance and punctuality and addresses same as per policy and organisational standards.
• Motivates the team to provide the best service and creates an atmosphere of collaboration
• Must be an exemplar of X and be able to hold the team members to this standard of performance.
• The incumbent must be able to perform in other roles as may be required occasionally.
• The Service Delivery Supervisor will also be responsible to support role management for Import Documentation and back up for Disputes Resolution officer.
• Performs related additional duties as required.
CUSTOMER ARE GENERAL KEY PERFORMANCE INDICATORS:
• Customer Satisfaction (NPS & CSAT survey results)
• Transactional Case resolution TAT
• Booking TAT
• Draft BL TAT
• Bill of lading and Amendment TAT & Accuracy
• Arrival notices TAT
• Invoicing Accuracy and Timeliness
• Export and Import call closures on time
• Cargo readiness downfall ratio / Accuracy and Timeliness
• Timely completion and escalation of documentation transactions
• Less than 30 Days Idle full containers
• Dispute Resolution TAT
KEY COMPETENCES INDICATORS:
• Customer Satisfaction - Customer Focus
• Performance Management – Drive for Results
• Leadership & Engagement – Leading by Example
• Teamwork & communication – Building Relationships
QUALIFICATIONS AND PROFILE:
Knowledge, work experience, skills & competencies
• Graduate (3 years regular course) any bachelor’s degree or Equivalent University Degree – any field.
• Strong knowledge in Shipping Industry (minimum 5 years of experience)
• 3+ years in a Service Delivery team
• Must be able to prioritize work effectively and manage time efficiently
• Excellent Communication Skills both written and verbal; must be excellent at collaborating with internal and external stakeholders
• Analytical & Reporting aptitude (Data, Qliksense)
• Knowledge of legal and / or regulatory frame
• Knowledge of port / country regulations
• Risk management knowledge
• Document management
• Customer invoicing
• Software / IT Application