GBS Center Head - Costa Rica

Led by Rodolphe Saadé, 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.

The Center Head plays a critical role in driving operational excellence, fostering collaboration and contributing to GBS overall success. As such, he is accountable for the quality of services delivered by the Center and responsible for center alignment with Group directives.

MAIN RESPONSABILITIES

Teams Management

• Set goals, develop opportunities, provide leadership and general counsel to managers and staff on the management and performance of all services provided by the center
• Design, refine organization structure and optimize human resources.
• Lead change initiatives, adapting to evolving business requirements, and driving transformation efforts within the center.
• Promote a culture of continuous learning, skill development, and professional growth within the center.
• Build a positive and respectful working environment that fosters productivity and efficiency.

Service delivery excellence

• Strategize, plan, provide direct leadership and drive to meet the center performance targets.
• Ensure service delivery of SLA, and high level customer satisfaction.
• Quality Assurance: Ensuring high-quality service delivery through process adherence, quality control measures, and regular audits.
• Conflict Resolution: Works with the relevant teams and stakeholders in addressing conflicts, issues, and escalations in a timely and effective manner. Design mitigation plans considering root cause analysis performed.

Communication and Stakeholder management

• High level communication and collaboration with stakeholders in an operational management capacity throughout the CMA-CGM and CEVA Logistics Network.
• Communication: Effectively communicating the center’s achievements and challenges to senior leadership and other stakeholders.

Optimizing processes

• Process Improvement: Identifying opportunities for process optimization, standardization, and automation to enhance service quality and reduce costs.
• Innovation and Technology: Staying updated with industry trends and emerging technologies to drive innovation and enhance service capabilities.

Strategy alignment

• Strategic Leadership: supports the development and executes the center’s strategic vision, aligning it with the overall business goals and objectives.
• Risk Management: Identifying and mitigating operational, and compliance, risks associated with the delivery’s activities.
• Develop strategy, plan, systems and processes on business continuity.
• Reporting and Analysis: Generating regular reports, analyzing data, and providing insights to support data-driven decision-making.

Cost optimization

• Establish annual budget for the delivery teams, defining the right balance between costs reduction and excellence delivery
• Financial Management: Managing manpower and other operational costs, and identifying cost-saving initiatives to ensure efficient resource allocation.

IDEAL CANDIDATE

• 10+ years of multi-functional experience in large size shared service centers (500+ employees), in which 5+ years in senior leadership roles.
• Strong leadership skills with the ability to inspire a diverse team.
• Strong experience on KPI driven performance management
• Ability to engage a diversity of stakeholders at various levels, strong communication skills
• Familiarity with process management, continuous improvement, Strong interest for digital solutions
• Solid customer focus orientation.
• Proven experience and achievements in project management.
• Strong background in Lean Management / Six Sigma (Green or Black Belt) preferred
• Familiarity and/or understanding of shipping & logistics industry will be a plus
• Strong problem-solving skills and creativity with the ability to hear everyone’s opinions.
• Ability to handle stress and work with a multi-cultural team across geographies.
• Ethics, integrity and respect for the confidentiality of information.

Come along on CMA CGM’s adventure !