Ocean Doc- Customs, CRVR & Agent View Team Lead

Job description

A.P. Moller - Maersk A.P. Moller - Maersk is an integrated logistics company connecting and simplifying customers' supply chains. As a global leader in logistics services, Maersk operates in more than 130 countries and employs over 100,000 people worldwide. Through integrated logistics solutions, digital services, and a world-class delivery network, we enable our customers to trade and grow by transporting goods anywhere in the world. We Offer Working at Maersk provides the opportunity to be part of a company with a rich heritage while contributing to a fast-paced, customer-centric logistics organization. We foster an environment that encourages collaboration, innovation, continuous learning, and operational excellence. As a Team Leader – Import Customs Manifest (ICM), you will lead a team responsible for ensuring timely, accurate, and compliant customs manifest submissions across multiple countries while driving operational excellence, customer satisfaction, and continuous improvement. Roles & Responsibilities People Leadership & Team Management • Lead, coach, and develop a team of ICM specialists to achieve operational excellence. • Drive daily huddles, workflow planning, shift management, and resource allocation. • Monitor team productivity, quality, accuracy, utilization, and SLA adherence. • Conduct regular coaching sessions, performance reviews, and development conversations. • Ensure successful onboarding, competency development, and cross-training of team members. • Foster a culture of collaboration, accountability, and continuous learning. Import Customs Manifest Operations • Lead the execution of import customs manifest filing activities, ensuring compliance with country-specific customs regulations and service commitments. • Ensure timely and accurate submission, amendment, and cancellation of import manifests within regulatory timelines. • Monitor daily vessel schedules, customs filing deadlines, and operational risks to ensure uninterrupted service delivery. • Manage exceptions, customs rejections, system issues, and escalations to minimize customer and business impact. • Ensure adherence to Standard Operating Procedures (SOPs), Work Instructions (WIs), and regulatory requirements. Performance & KPI Management • Monitor and drive key operational metrics, including productivity, accuracy, turnaround time (TAT), quality, and compliance. • Review daily, weekly, and monthly dashboards to identify trends and performance gaps. • Conduct root cause analysis for operational issues and implement corrective and preventive actions. • Present operational performance updates to Execution Managers and Area stakeholders. Stakeholder Management • Act as the primary operational contact for Area teams, Customer Experience (CX), Customs authorities, Global Service Centres, Product teams, and other internal stakeholders. • Proactively communicate operational risks, service disruptions, and mitigation plans. • Participate in governance meetings, operational reviews, and customer-impact discussions. • Build strong relationships with regional and global stakeholders to support seamless customs operations. Process Excellence & Governance • Ensure compliance with customs regulations, internal policies, and global process standards. • Drive standardization, process health checks, governance reviews, and compliance audits. • Lead continuous improvement initiatives, automation opportunities, and operational excellence projects. • Support implementation of new customs regulations, digital solutions, and process enhancements. • Promote Lean methodologies, Visual Management Systems (VMS), and Maersk Operating System (MOS) practices. Risk Management & Continuous Improvement • Identify operational risks and ensure timely escalation and resolution. • Lead contingency planning during system outages, volume surges, and regulatory changes. • Drive automation and simplification initiatives to improve efficiency and reduce manual effort. • Share best practices across teams and contribute to global process improvement initiatives. We Are Looking For • Graduate or Postgraduate with strong communication and interpersonal skills. • Minimum 5–7 years of experience in shipping, logistics, customs operations, or import documentation, including experience in people leadership. • Strong understanding of import customs manifest filing processes, customs regulations, vessel operations, and documentation. • Proven experience in leading operational teams and driving performance improvements. • Strong analytical, problem-solving, and stakeholder management skills. • Experience in process improvement, Lean, Kaizen, or automation initiatives is preferred. • Ability to work in a fast-paced global environment while managing multiple priorities. • Excellent verbal and written English communication skills. • Customer-focused mindset with a passion for operational excellence and continuous improvement. Success Measures The successful candidate will consistently: • Deliver high levels of customs compliance and regulatory adherence. • Achieve operational KPIs for productivity, quality, accuracy, and turnaround time. • Lead a highly engaged and high-performing team. • Strengthen stakeholder relationships across global and regional functions. • Drive process improvemen