APM Terminals | Manager

Manager - Incident Management (West)

MX - Mexico City posted on Posted 4 Days Ago job requisition id R130354

Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.

We Offer
As a company, we offer a truly global environment where you will be surrounded by great talent and for the right profile, have the opportunity to thrive and learn both as a person and as a professional.

Job Summary

In cooperation with relevant internal and external stakeholders, following vessel and shipment incidents involving the risk of damage to cargo, manage risk and provide information , guidance and support to affected customers. Ensure consistent application of learning from such incidents with a view to managing risk and preventing loss.

Key Responsibilities

Team focus:

• Manage the handling of vessel and shipment incidents
• Liaise with CEN Legal and the team’s functional manager in ML Center Legal Team (CENLAW)
• Participate in Casualty Management Team (CMT) meetings as functional expert
• Ensure liaison with P&I network (correspondents, law firms, GA adjusters, salvage traders)
• Provide information, guidance and support to internal and external stakeholders
• Review and adjust processes to new ML systems and applications with a view to ensure simplification and maximum automation and to apply best practices

Individual focus:

• Assume the BPO role for vessel incident management
• Ensure internal SOP and guidelines in place for vessel incident management
• Identify stakeholders and demarcation lines
• Engage with internal stakeholders to constantly improve and share best practices in relation to vessel incident handling, loss mitigation and claims prevention
• Assume the BPO role for pre-claims handling
• Ensure internal SOP and guidelines in place for pre-claims handling

Facilitate support and training to frontline Customer Experience (CX)

• Support and coach frontline CS in relation to incident management and loss mitigation issues
• Identify and share learnings and best practices with a view to ensure claims prevention
• Identify parties in need of training on pre-claims issues
• Prepare annual and ad hoc training plans for incident management and pre-claims issues
• Develop training programmes and material
• Perform training according to plan approved by ML Legal/CENLAW

Exception handling

• Support and coach frontline CX on exception handling issues
• Identify stakeholders and demarcation lines
• Liaise with other BPOs regarding processes and SOPs

Consistent focus:

• Always act in a manner consistent with and loyal to the A.P. Moller – Maersk values

Who we are looking for
The ideal candidate has a degree in maritime studies/law or related field , coupled with certification in risk management or crisis response, has worked in legal department within a Shipowner set-up, P&I Club, as a P&I correspondent or 3+ PQE in a maritime law firm.

Furthermore you:

• Minimum of 3 years of experience in similar roles within the industry
• Operations and/or claims handling experience
• Project management skills
• Proven training skills
• Excellent communication skills
• Proficient in English and Spanish – oral and written
• Thrive in a high-pressure environment
• Proactive in addressing challenges and finding solutions
• Strong sense of ownership and accountability, ensuring tasks are completed effectively and expectations are met consistently

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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 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.

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A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 100,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world. For more information click here.