Customer Experience Manager - Claims

CX Manager - Claims About Maersk A.P. Moller - Maersk is a global logistics company whose purpose is “Improving life for all by integrating the world”. We are committed to an industry-defining digital transformation that will revolutionize global trade, and this will require a team that both understands and can lead the way in world class service and operations. Do you see yourself enjoying lots of opportunities to collaborate with colleagues around the globe, expanding your skills in an atmosphere that prioritizes employee growth and being a part of an inspiring work environment? Then join us as we reinvent the future of integrated logistics. As CX Manager - Claims, you will lead the resolution of cargo, trucking, freight & storage claims for Maersk- India Bangladesh and Sri Lanka, along with two senior associates. You will develop and implement programs and initiatives that drive reduction in claims origination through improvements in business activities. This role reports into Area Continuous Improvement Head. We Offer An experience working for the world´s leader, in a dynamic, global industry. Work with colleagues across the world. Excellent training development opportunities and global career prospects. Enhance your communication, problem solving and relation building skills. Key responsibilities Oversee the overall management of the claims department Escalate claims that require additional authority through management chain of command. Keeps current on customer contracts and transportation and cargo laws. Create a framework for managing claims across all product offerings & set the claims protocols, settlement authorities, and exposure levels. Manage Claims across Ocean Cargo, Transportation, Customs House Brokerage, Supply Chain, Consolidation, Warehousing and Air Transport. Establish a standardized approach to claims and management of claims database and systems with an ambition to reduce overall claims Establish and maintain performance metrics around the claims process and conduct regular audits for claims cases handled. Manage stakeholder relationships with internal and external legal counsel and understand basics of litigation & impact of legal actions and consult with business leadership based upon analysis and interpretation of claims results, scorecard interpretation Develop settlement authority levels within internal claim function according to staff experience. Serve as a primary point of contact for questions on operations’ best practices, broker and carrier liability, and all overage, shortage, and damage issues. Skills and Experience required: First-hand experience handling claims in logistics and supply chain with civil & commercial litigation background. Experience with program & change management is a plus. Functional Skills: Minimum 8 years of involvement with handling freight claims, understanding the transportation and/or logistics industry practices. Good knowledge of the LTL industry including handling of freight, loading trailers, and proper documentation. Intellectual skills : Analytical and problem solving. Customer service Project management and applicable technical skills. Effective oral/verbal and written communication Organization skills: Business acumen Market knowledge. Cost consciousness, Organizational values organizational support. Meets productivity standards. 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 status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements. We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com . Experience Level Mid Level