MGF SME

About the role

As a Subject Matter Expert (SME) supporting our Maersk Ground Freight (MGF) organization, you will serve as a trusted advisor and technical expert across Customer Experience and Operations teams. You will be the go-to resource for process expertise, systems knowledge, business continuity, training, implementations, and continuous improvement initiatives. Working closely with internal stakeholders, product teams, stations, hubs, technology teams, and customer-facing teams, you will help ensure operational excellence while driving process consistency, compliance, and productivity improvements across the business. This role offers the opportunity to influence strategic initiatives, support major customer implementations, and shape how MGF systems and processes evolve across the organization.

Consultation / Knowledge Sharing

• Provide expert advice and guidance to stakeholders across the organization.
• Utilize global networks to share and receive recommendations and best practices.
• Represent the local voice in global process initiatives.
• Provide process expertise and requested documentation to government authorities and Maersk legal team, as needed.
• Serve as the single point of contact for all product-based activities, questions, and processes.

Process Improvement / Compliance Recommendations

• Continuously review and analyze current processes and systems to identify areas for improvement and recommend or take action to resolve.
• Apply the DMAIC methodology to assess and enhance processes, managing risks effectively.
• Manage and reduce revenue leakage; ensure adherence to internal requirements and regulatory mandates.

System and Process Development / Implementation / Changes

• Lead and/or participate in the implementation of new systems and processes impacting CX across the organization, as well as changes to existing systems/processes.
• Collaborate with cross-functional teams to ensure smooth and successful roll-outs.
• Act as gatekeeper when changes are introduced to avoid negative impact to customers or CX productivity/performance.
• Coordinate and/or participate in User Acceptance Testing, as needed.
• Work with Product on customer feasibility to transition to new systems, taking into account customer needs and available system functionality.
• Manage systems issues with CEN to ensure the shortest amount of downtime for any system or systemic process and communicate with CX on status, mitigation/workarounds, and all updates; align with Product prior to coordinating with CEN.
• Ensure any new process/system step or change is updated to all IOPs/SOPs/QRGs and posted in the SME central repository.
• Systems implementation work may include customer interaction and creation of process maps; defining role ownership of all tasks highlighted in process maps; setting up profiles in systems; creating master data; IOP creation.

Stakeholder Engagement

• Cultivate and maintain strong relationships with internal customers/stakeholders.
• Leverage expertise and resources to enhance the department's capabilities and drive value for the organization.
• Ensure strong stakeholder management within CI/CX/Regional levels and deliver customer satisfaction throughout each engagement.
• Deliver regular stakeholder communication providing updates on projects, implementations, process improvements, and health of systems and processes.

Systems / Process Training

• Ensure the integrity of training content for systems and processes.
• Develop and deliver training programs to educate and empower users in conjunction with the Learning and Development team.

Ongoing Internal and External Support

• Serve as the point person for the GSC team handling contracts via Loopio, providing information and answers to specific customer requirements in RFPs.
• Provide oversight and support for Hub and GSC; act as liaison between Hub/GSC and the business.
• Manage vendor relationships for third-party providers such as NYSHEX, Norton Lilly, Emodal, PayCargo, INTTRA, and Naviero to ensure successful service delivery.

Activity / Process Catalogue

• Document and maintain a comprehensive process inventory of all tasks performed by the business, including both onshore and offshore activities and high-level processes for each supported business unit.
• Ensure all customer-specific versions of standardized processes are also documented in the catalogue.
• Create and maintain process documents (QRG, IOP, SOP) housed in a central repository to support the business in execution of related processes, with regular reviews to check for outdated information.
• Responsible for FSM for each product, ensuring process maps are available for each task along with each customer’s deviation to the standard process; manage the timeline of the transition and communicate status out to CX on progress, issues, and mitigations.

Business Continuity Planning and Management

• Support the business with data reporting, process adjustments, and customer advisories when issues arise impacting our ability to maintain standard business activities (e.g., weather events, network outages, major incidents).
• Create and maintain local business continuity process standards (BCP) and stay abreast of global BCP directives and documentation.

Continuous Improvement

• Collaborate with the team to implement process improvements, systems improvements, and overall efficiencies in the business.
• Dedicate a minimum of 2 hours per month to self-learning and professional development.
• Stay updated on industry trends, best practices, and emerging technologies relevant to the role; apply acquired knowledge to enhance job performance and contribute to the growth of the organization.