Senior Functional Product Owner – Customer Onboarding -TbM/MbM & Others

The functional product organisation is responsible for the E2E processes at Maersk, ensuring we are defining, asking for tech support & governing optimized processes for building world-class user experiences, customer journeys & cutting-edge operational excellence.

The purpose of this role is to ensure the effective and efficient management of project documentation, policies, & standardization & automation of optimized processes. This includes supporting Implementation Managers / customer onboarding colleagues throughout the onboarding lifecycle by providing clarity on what is the standard most optimized process with transparent drivers of onboarding success & visibility on those drivers.

Key Responsibilities

• Responsible for continuous review of Customer Onboarding processes to ensure it stays world class, & best in industry.
• Work with technical teams to develop tech-based solutions for faster – easier & seamless customer onboarding.
• Drive changes to key business processes via work with upstream & downstream process changes to minimize inefficiencies in the existing process.
• Focal for assessing opportunities through the feedback and driving process enhancements in collaboration with Sales, OTCX, CI and FPOs
• Ensure policies are created, validated, globally implemented, change managed & governed in line with resolution of contemporary / chronic customer / Org facing issues like (but not limited to) IQ / disputes / lack of product awareness.
• Roll-out of platform-developed solutions to areas and track adoption.
• Articulate outcomes through structured process enhancements and policy changes supported by data.
• Drive transformation initiatives around strong governance, process automations and process engineering wherever required. (measured through indexes – PSI/PAI)
• Ensure colleagues in Project delivery teams, implementation managers & customers work seamlessly in providing process requirements, review solution design, techno-functional configuration inputs etc.
• Represent Order to Cash in leadership forums related to Customer Onboarding

Size of business handled:

Financial: New business turnover (FFE / Revenue / Gross Margin)

Non-Financial: Transported by Maersk including Air & LcL, Managed by Maersk & other related business.

Primary internal stakeholders

• Cen – Product (BPOs), Platform (PPOs), OTC FPOs, LTA FPOs, CX CIM
• Areas – Sales, Implementation Managers, CX
• GSC – OTCX and Service Delivery
• Tech – Platform / Athena / LTA

Primary external stakeholders :Customer Shipping & Logistics Partner

Required qualification, experience  & skills

• Customer centricity. Balancing customer needs with optimum monetization of service rendered.
• Proficient in stakeholder management with proven capability to build strong networks and influence decision-makers in a matrix organization structure.
• Role requires techno-functional look out on processes and systems with the ability to work with business requirements translated/converted into IT solution/setup
• Strategic approach to problem-solving and process enhancements.
• Ability to manage cross-functional and remote project teams with well-developed capabilities in project management.
• Strong understanding of Customer service process with a good idea of finance and business drivers both upstream and downstream.
• Strong focus on challenging the status quo within the business processes, existing policies, and governance.
• Self-starter with a desire to understand the process & advise innovative solutions.
• Demonstrated experience in sales, customer service & change management.
• Innovative and creative thinker, with strong problem-solving skills and comfort with managing uncertainties
• Excellent communication skills.

Required Business/ Technical Knowledge

• Strong Domain Experience (Ocean / LnS)
• Working knowledge of Maersk tools (GCSS, AFLS, RKEM/Comet etc.)
• Process Design Skills
• At least basic proficiencies in MS office tools especially word & ppt

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Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital st