.Manager - Incident Management (West)Apply locationsMX - Mexico City posted on Posted 4 Days Ago job requisition id R130354Maersk 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 OfferAs 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 SummaryIn 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 ResponsibilitiesTeam focus:Manage the handling of vessel and shipment incidentsLiaise with CEN Legal and the team's functional manager in ML Center Legal Team (CENLAW)Participate in Casualty Management Team (CMT) meetings as functional expertEnsure liaison with P&I network (correspondents, law firms, GA adjusters, salvage traders)Provide information, guidance and support to internal and external stakeholdersReview and adjust processes to new ML systems and applications with a view to ensure simplification and maximum automation and to apply best practicesIndividual focus:Assume the BPO role for vessel incident managementEnsure internal SOP and guidelines in place for vessel incident managementIdentify stakeholders and demarcation linesEngage with internal stakeholders to constantly improve and share best practices in relation to vessel incident handling, loss mitigation and claims preventionAssume the BPO role for pre-claims handlingEnsure internal SOP and guidelines in place for pre-claims handlingFacilitate support and training to frontline Customer Experience (CX)Support and coach frontline CS in relation to incident management and loss mitigation issuesIdentify and share learnings and best practices with a view to ensure claims preventionIdentify parties in need of training on pre-claims issuesPrepare annual and ad hoc training plans for incident management and pre-claims issuesDevelop training programmes and materialPerform training according to plan approved by ML Legal/CENLAWException handlingSupport and coach frontline CX on exception handling issuesIdentify stakeholders and demarcation linesLiaise with other BPOs regarding processes and SOPsConsistent focus:Always act in a manner consistent with and loyal to the A.P