India - Service Resolution Manager… at ISS Facility… · Chennai

Who are Inchcape?

At Inchcape Shipping Services, our vision is to create a connected world where customers can trade successfully and make informed decisions in every port, everywhere. We achieve this by combining our worldwide infrastructure with local expertise, through our global network of more than 250 proprietary offices and a team of over 3,000 dedicated professionals. Our diverse customer base includes owners and charterers in the oil, cruise, container, and bulk commodity sectors, as well as naval, government, and intergovernmental organizations.

We have an ambitious growth model, and a career here is certainly going to be a rewarding one that will allow you to bring your skills & experience. We embrace change and are open to new thinking and pushing for positive change in our industry.

Location: Chennai/Mumbai

Job Purpose: As Inchcape is finalizing a major digitization of business processes across our core port agency business processes, we have a critical need to ensure that business process flows run with minimal disruption while we adapt fully to new ways of working across Regions, Hubs and Finance. This is the primary focus of the Service Resolution Manager. The role will be key in imbedding our tiered process and system support model that is designed to operate swiftly and effectively from a blockage identified by the end user to the resolution. The Service Resolution Manager mobilizes the levels in our support setup – from local to global assistance – and engages with our process and system owners to select and prioritize business issues worth solving.

Duties and Responsibilities:

• Work with the leaders in Operational Excellence and IT to finalize design of the tiered support model at Inchcape, including the role of the Super User, the escalation process to IT Application Support, and the sign-posting setup setting clear routes and responsibilities for resolving blockages in the standard process.
• Mobilize and engage the Optic Super User community (with leaders from the functions) as the ‘first line of defence’ to our 2,000 end users working daily with the port agency operating environment centred around Optic.
• Operational Excellence’s PIC for Optic testing needs, including engagement of the SUs.
• Champion / promote self-help/fix within the (Super) user community through repetition - or sharpening – of our global processes and training materials.
• Serve as ‘third line of defence’ on system issues so that we mitigate the current flow to IT Product, i.e. (1) Super User, (2) IT Application Support, (3) Service Relations Manager
• Support and enable IT Application Support to embed the new structure in IT application ticket receipt, handling and resolution.
• Driving a reduction in IT Application Support ticket volumes to remove latency in the job management process that complements delivery of our DA production and cash collection processes, and/or decreasing ticket resolution turnaround time also contributes to removing latency in the job management process. Measured as time from resolution provided until ticket is closed
• The role will mainly work with stakeholders within and outside Operational Excellence, incl. Super Users across functions – Regions, OneCape, Finance, Application Support, IT Platform

Knowledge, Skills, and Abilities: (Essential)

• Extensive understanding of the DA processes; preferably with experience of the Inchcape ways of working and system.
• Capable of navigating processes and systems, and map out the interdependencies of roles, process and systems.
• Able to assess when hands-on intervention is required to process; ‘rolling up the sleeves’, setting the course and driving the resolution path to the end.

Knowledge, Skills, and Abilities: (Desirable)

• Prior exposure to the port agency operational business processes (PDA to Collections)
• Technically and analytically-savvy problem solver

Education and Professional Qualifications:(Essential)

• Highly structured, solid analytical skills – preferably linked to a formal education or extensive hands-on experience with leading business processes; either directly as a process responsible or indirectly as process owner.

Why Inchcape Shipping Services?

We believe in building a diverse and high-performing workforce that works together to provide our customers with the exceptional service they deserve. To reach the highest standards, we depend on our people, their welfare, training, and expertise. We realize the value of our staff and know that your unique experiences, skills, and passions will help you to build a rich and rewarding career in our dynamic industry.

Our values are at the centre of everything we do, and the successful candidate will be expected to demonstrate and fully adopt these:

Global Perspective - We connect the world and see the bigger picture. The Power of People - we rely on the strength of local agent knowledge and relationships. Progress  - we adopt new thinking and push for positive change in our industry.

Inchcape is an Equal Opportunities Employer - equality, diversity, and inclusion are at the heart of everything we do. Working in a diverse society, we recognise that our customers, colleagues, and contractors are central to our success.

Additional Information:

Appointment to this role will be subject to satisfactory references and possession of a valid Right to Work documentation, depending upon your geographical location.

To protect the interests of all parties, Inchcape will not accept unsolicited or speculative resumes from recruitment agencies and will not be responsible for any fees associated with them.

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