Food, machinery or T-shirts: Hapag-Lloyd moves goods around the globe with over 250 container ships. We connect more than 600 ports on all continents and are one of the largest liner shipping companies. More than 13,000 employees work on board, ashore or in one of our 350 offices. Together, we transport around 12 million containers per year. Our corporate values "We care. We move. We deliver" serve as coordinates on our way. They guide our collaboration with each other as colleagues and with our customers to achieve the best possible quality. In the long run, we are committed to climate and environmental protection as well as human rights and many other social issues.

Main Objectives

Based in Suzhou, China, the position is responsible for setting the strategy and direction for Quality Service Centre to support Area China Organization in achieving business targets (in Customer Service, Operations, Business Administration and HR), talent development of the team, managing infrastructure of office and related admin/legal and governance issues.

Tasks

  • To direct and lead QSC departments (including CS/Ops/BA in supported Area offices) to complete daily tasks and responsibilities in a productive and efficient manner with an emphasis on delivering quality service to increase customer/partners‘ satisfaction. Complete tasks in line with company guidelines, policies and procedures, including the achievement of departmental KPIs. Consciously establish a culture that encourages customer/quality focus, individual development, efficiency, collaboration and create an environment for process improvements.

Responsibilities

  • Overall responsibility for the management, cost-effectiveness and efficient performance of QSC departments. To manage, steer and support the QSC department‘s performance and to ensure all activities are completed within company guidelines and meet high level of customer/partners’ expectations.
  • Create a “Customer/Partner Service Culture” delivering quality service. Implement  and improve Quality KPIs aligned with the organization’s objectives.
  • Develop, implement and coordinate QSC improvement initiatives, eliminating “road blocks” to delivering good service.
  • Ensure that managers, team leaders and staff are maintaining department standards, measures and key performance indicators (KPIs) for QSC departments, striving for consistent improvement.
  • Coach and develop individual department Directors and staff. Have regular performance reviews in line with company’s policy and requirement.
  • Create an environment with open communication channels within departments, Area and Region. Resolution of high level concerns. Build, maintain and develop partnerships with Regional and Area management. Continually strive to create operational efficiencies within the QSC processes.
  • Maintain working knowledge of services as well as all governmental rules and regulations.
  • Ensure QEM principles are followed and promoted within departments.
    Work closely with other Area and QSC Managing Directors and Branch Managers on process improvement and communication.
  • Comply and uphold HL ethic code of conduct and build a culture of compliance & integrity within the organization.

Leadership & Management

  • Proven ability and experience in leading a complex and large organization of more than 400 staff. Prior experience in the set up of service centre or large department.
  • To lead, build and empower local talents. Partner with HR to ensure to have the “right/ strongest“ staff members in the right positions

Qualifications and Technical Job Requirements

  • Possess at least 15 years of comprehensive management experience in logistics/liner shipping business in general.
  • Well versed in commercial processes and “hands on” in understanding logistics flow – an edge in the ocean and hinterland aspects are necessary.
  • Excellent command of spoken and written English and Mandarin to liaise with internal and external partners in China.
  • Proven track record of leading a sizable team and working experience at a senior level in China.

Success Criteria for Position

  • Operations/IT background/multi functional preferred
  • Should have led Service center of at least 250 people
  • Supply chain management related industries can be considered
  • Implementation Automation
  • Ability to have a big picture of affairs in organization and ability to roll up the sleeves and go into details when required
  • Strong commercial acumen and ‘strong stakeholder management skills
  • Result-oriented, strong in identifying opportunities, developing strategy and executing business plans
  • Have experience developing and executing creative, innovative integrated marketing campaigns that drive positive results
  • Management experience in leading a cross functional team
  • Strong leadership skills and experienced in building, leading and inspiring a team
  • Can work under press and possess grit, tenacity, and willingness to make things work
  • Building and developing relationships with Regional functions, Area Office Managers.

Contact person

Leonard Leong