Manager - Global Support Services
Trax
Cebu City,
1d ago

The Role :

The GSS team provides support in creating a normal service operation’ as quickly as possible in the case of any disruption to our customers and their Logistics Service Providers (LSPs).

The team assists other operational functions by managing customer communication and escalating incidents and requests using defined procedures.

The GSS Manager, reports directly to Senior Manager, would be responsible for the timely and accurate delivery of activities plotted in the train schedule.

Working directly with senior leaders in the business and functional department managers / supervisors to prioritize workload, escalate system level issues, identify best practice, and drive for continuous improvement within the team.

The Responsibilities :

  • Responsible for managing a global shared services team providing basic core services to Trax customer base and supports operations service delivery
  • Direct management of a global team and oversight of outsourced vendor contractors
  • Address process gaps in order to standardize processes across regions and develop recommendation for continuous improvement
  • Spearhead process improvement initiatives and conversion of manual reports and processes
  • 100% on time delivery of train schedule manual reports and processes according to agreed SLA for both internal and external customers
  • Accurate and timely response to emails received via cutomersuccess traxtech.com
  • Measure team monthly operational performance against established KPIs and metrics
  • Monitor daily team operations and address potential issues when they arise
  • Prepare for and attend operational reviews and hold team meetings to review previous performance and future improvement planning to include action plans.
  • Create and regularly update process documentation and work instructions in Trax Knowledge Center (Confluence)
  • Ensure vendor contracts are accurate and up to date
  • Coordinate vendor disputes with Vendor and Trax Vendor Manager
  • Monthly vendor billing review
  • Conducts performance review to direct reports; mentor, coach, and provide direction to a team of employees
  • Support and respond to queries relating to Trax Help Center (Jira) and ticketing system
  • POC for Managed Problems and Incidents topic during External Operations Audit (ISAE, SOC)
  • The Qualifications

  • Graduate of a Bachelor’s Degree in Supply Chain / Logistics / Industrial Engineering preferred
  • 2+ years’ experience leading a team in the Logistics or Supply Chain industry.
  • Candidates with strong management experience in a BPO setting also considered.

  • Advanced Excel and MS Office skills
  • Highly organized and meticulous
  • Proven ability to quickly earn the trust of sponsors and key stakeholders; mobilize and motivate teams; set direction and approach;
  • resolve conflict; deliver tough messages with grace; execute with limited information and ambiguity

  • Focused and versatile team player that is comfortable under pressure
  • Ability to communicate at all levels with clarity and precision, both written and verbally
  • Ability to remove barriers and enable teams to complete their objectives
  • Demonstrated, applied experience leading and developing high performing teams
  • Excellent problem-solving and critical-thinking skills
  • Flexible to be assigned on different shifts particularly at 3 : 00pm - 12 : 00 mn or 9 : 00pm - 6 : 00 am, if and when necessary.
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