Assistant Manager - Quality and Process Management

Led by Rodolphe Saad , the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.

Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050.
Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group s shipping and logistics expertise to bring humanitarian supplies around the world.

Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 155,000 people worldwide, including 4,000 in Marseilles where its head office is located.

JOB DESCRIPTION

Job Title : Assistant Manager

Department : Quality and Process Management

Reporting : Senior Manager

Summary:

• The quality and process analyst, based in Mumbai will be responsible for day-to-day management of the agency process and application support, and Training Transition support system enhancement studies, quality management system and execution of strategic corporate and agency projects, including audits.
• Support QPM on end-to-end management of the agency KPIs, Core Model Compliance.
• Reporting to the quality and process manager, the profile will be responsible activity management at pan India level for India agency.

Core Responsibilities:

• Ensure KPIs performance are monitored regularly and addressed. Analyze, define and follow up improvement actions with related teams.
• Assist functional heads in identifying and analyzing risks and incidents within their departments and making sure corresponding action plans are defined and implemented to mitigate them.
• Perform studies on system enhancement requests and provide potential solutions for the validation of the quality and process manager.
• Perform user acceptance tests for system enhancements, modifications or new releases.
• Day to day management of business user s application support requests and provide first level support for query resolution (and liaison with HO / Regional BPM / Technical teams for complex issue resolution).
• Maintain and review / audit periodically database of end user s system accesses and security Level clearances.
• Schedule and conduct system trainings for new joiners and maintain and execute refresher trainings and assessments for existing users.
• Repository maintenance and manage change requests with regards to quality management system s documented information.
• Assisting the quality and process manager in performing periodic process audits and quality management system audits at Mumbai and at branch level.
• Liaison point for corporate audits initiated by CMA CGM HO QMS audits and to ensure followup and closure of resultant action points / observations.
• Assisting in liaison and support for implementation of strategic projects initiated by HO or locally.
• Developing customized reports using corporate reporting platform as per business needs and requirements.
• Identify business training requirements of Agency staff.
• Ensure Agency staff has all required accesses to the relevant tools, group instructions, processes and how to guides.

Key Performance Indicators:

• Promoting quality achievement and performance improvement throughout the organization in terms of Business processes.
• Manage all company-wide, quality policies, procedures, processes, programs, and practices, to assure the company of continuous conformance with appropriate standards and regulations in compliance with CMA CGM supporting tools.
• Effectively interact with HOD s, Key users and End user s teams to maintain standard procedures.
• Application training to Key users End users (All CMACGM Group corporate application) PAN India.
• Develop and maintain up-to-date database of user technical requests and issues along with provided resolutions to provide effect solutions basis knowledge repositories.
• Maintain and analyze training feedback and assessment results to be shared with HR and respective functional heads to facilitate continuous improvement in end user competency.
• Maintain up-to-date event trackers for all strategic projects handled, including details of requested system and process enhancements.
• Effectively interact with HOD s, Key users and End user s teams to maintain process flows and standard operating procedures.
• Conduct periodic process reviews and suggest enhancements to quality and process manager and respective functional heads.
• Update all concerns about the new application releases. (New business / technical implementation on CMACGM group Corporate Applications).

Qualifications and Skill Sets:

• Graduate degree Holder.
• 5 + years experience in handling Business Process / Quality / Process Engineering domain(s), preferably within the shipping logistics industry.
• Proven experience in providing IT / Application related support handling MS Office tools and applications.
• Good communication interpersonal skills

Please ensure you are familiar with the CMA CGM Corporate Internal Mobility guidelines