Process Owner (m/f/d) Inland Delivery

The task is to drive the restructuring of how Hapag-Lloyd handles Inland transportations. The existing Transport Dispatch function is being transformed to Inland Delivery (IDT) - with a focus on customer care. You will act as the pivotal point for establishing a global IDT process to ensure Hapag-Lloyd customer quality promises for inland transports will be met. In addition you will further develop the process and collaborate with the Transport Management System team, which will replace the current FIS2 Transport screens and will be the leading tool for Inland Delivery going forward. 

• Own, define and document the IDT process, including steps, roles and responsibilities and adapt to future requirements and ensure process fits seamlessly into end-to-end process landscape
• Act as focal point of entry for all Regional IDT enquiries and ensure a streamlined communication between relevant stakeholders 
• Collect, consolidate and assess feedback from local and regional teams and translate them into IT requirements for the Transport Management System (TMS) and SalesForce Case Management
• Closely collaborate with the product team of the TMS and jointly develop in-sync process and system
• Support IDT rollouts in Areas and align with regions on local priorities, host stakeholder forums and facilitate best practice sharing
• Monitor key performance indicators (KPIs) and define targets to measure process effectiveness and drive excellent service delivery and transport quality
• Monitor process adherence and identify areas for improvement
• Develop and maintain process documentation, including procedures, flowcharts, and training materials
• Communicate process changes to stakeholders and ensure consistent implementation across departments
• Analyze process data to identify bottlenecks and inefficiencies
• Mitigate process risks and develop contingency plans

• TD/Operations or Customer Service process knowledge with at least 5 years work experience
• Sales Force Case Management experience is a plus
• Team player with a proactive attitude and distinctive goal orientation
• Excellent analytical and problem-solving skills
• Proven ability to document processes clearly and concisely
• Very good presentation skills in PowerPoint 
• Very good communication skills in English
• Willing to travel globally