Job Description

Led by Rodolphe Saad\xc3\xa9, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.

Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050.
Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group\'s shipping and logistics expertise to bring humanitarian supplies around the world.

Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 150,000 people worldwide, including 2,900 in Marseilles where its head office is located.

Summary:
The Agency Quality & Process Manager drives service excellence and facilitate change management in the agency. This role reports to Singapore Agency Managing Director.

We are looking for a candidate who has good project management skills, and not afraid to roll up his/her sleeves to partner the business heads to achieve process excellence. The candidate should also have strong written and communication skills.

If you are looking for a career with an industry leader and is ready to take on a challenge, join CMA CGM today and open doors to endless opportunities!

Main Responsibilities:

• Support Agency Management & Departments on changes and transformation (Core Model Implementation / Carrier and Brand Integration / Cluster Setup / Outsourcing / Lisa Deployment etc.)
• Support Core Model implementation in the Agency / Cluster by making sure group processes and instructions are well followed
• Ensure KPIs & Performance are monitored regularly and addressed by evaluating, defining and following up on improvement actions with related teams
• Identify and share improvements, best practices and tips
• Support Risk Owner in identifying and analysing risks and incidents and make sure corresponding action plans are defined and implemented to mitigate them
• Involve in Customer Survey result analysis and improvement. Assist local action plans to increase Customer Satisfaction
• Conduct periodic process reviews to make sure the tasks are performed properly by correct teams as per core model
• Promote the lean approach in the agency to avoid double work and inefficiencies
• Coordinate EDI set-ups & maintenance with partners and HO (or regional) EDI team
• Identify business training requirements of Agency staff
• Ensure Agency staff has all required accesses to the relevant tools, group instructions, processes and how to guides
• Provide feedback to BPM\'s on issues or challenges raised within the Agency aiming at improving the productivity and quality (Gap analysis, specific improvement plan etc)
• Be the point of reference for the implementation of future business entities impacted by SAPHIR
• Coordinate user acceptance tests with related departments for new functionalities on CMA CGM Group systems and tools
• Consolidate inputs from the various Agency departments with regards to the local regulations impacting Group activities. Ensure the relevant stakeholders are informed in the Agency and at HO / RO level
• Serve as relay to ensure a Business Continuity Plan is defined and implemented locally

Minimum Requirements:

• Minimum Degree Holder in relevant disciplines
• With at least 5 years of experience in shipping industry
• Familiarity/knowledge of shipping agency processes
• Has the expertise in business transversal
• Able to work in an international and multicultural environment
• Able to work in a team setting but also with high degree of autonomy

**This role is open for local employment only

We will only consider applicants who have received, or are willing to receive by the date of recruitment, the full regimen of a WHO EUL vaccine (examples include Pfizer-BioNTech/COMIRNATY, Moderna, Sinovac-CoronaVac, and AstraZeneca). Proof of vaccination will be required.
**Kindly note that only short-listed applicants will be contacted.
** By applying for this role, you hereby consent to the CMA CGM Group collecting, processing and using any personal information you submit, for the following purposes:
(i) To process the application for the role being applied for;
(ii) To process the application for other open positions within the CMA CGM Group which may be suitable to you;
(iii) To conduct necessary reference checks; and
(iv) Any other purpose related to one or more of the above.

You further consent to the CMA CGM Group retaining such personal information for a period of two years following your submission thereof, so that we may consider you for other open positions within the CMA CGM Group which may be suitable to you in the event that you are not selected for this role.

NOTICE TO THIRD PARTY AGENCIES: Please note that CMA CGM Group does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Fee Agreement, CMA CGM Group will not consider or agree to payment of any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, CMA CGM Group explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of CMA CGM Group.

Come along on CMA CGM\'s adventure !

CMA CGM