Regional Customs & Regulatory Manager
CEVA Logistics
Total years of experience :20 years, 2 Months
Efficiently manage and administer the Customs Brokerage Departments across the MENACA region, evaluate of all these departments and handle overall direction, training, coordination. Outline and provision the Regional Broker Strategy, direct and oversee the MENACA region for leading the Customs Brokerage staff members. Confirm they accomplish the department's objectives and made all requisite personnel decisions with the Human Resources of each business unit group regarding acquisition, retention and/or development of talented individuals. Establish and cultivate the labels and claims options to alleviate the risk while guaranteeing acceptance and compliance to regulatory requirements.
Piloted and stimulated a broad range of complex customs operations activities for CEVA Logistics and to classify the opportunities for process improvement interrelated to Customs Operations/brokers, to grow recommendations, and to convert recommendations into operational excellence.
Initiated, drove and administered the customs operations process improvement and controlled/settled the recommendations and delivered insight for management.
Synchronised with the station and operations management to assure optimal cargo flow and planning. Effectively controlled the costs with full concentration on cultivating the yield through association with other internal operating teams. Inspected and administered the professional development and productivity of staff members to confirm the proper goals, training, development and project requirements are met. Actively contributed in the professional organizations and up-to-dated with the emerging technology changes and innovations through formal or informal study, interpreted business and professional publications, networking.
Delivered leadership and supervised the customer service department to guarantee a high level of service, efficient and timely delivery of outbound shipments to maintain strong relationship.
Successfully managed and oversaw the overall operations of the Contact Centre (front office, back office, customer care and retention, provider network team) within the Operations department. Collaborated effectively with the IT department to select an appropriate technology and other resources to maximize and exploit the Contact Centre's effectiveness. Partook and worked proficiently with the engineering professionals who are charged with producing timely and high quality technical work. Guaranteed the cross functional development and supported in the consolidation and assimilation of the engineering functions. Carried out continual analysis and assessed the strategic information (revenues, car replacement margins, towing cost and budgeting for the provider's network).
Progressed and improved the operational systems, processes and policies in support of organizations mission specifically, supported better management reporting, information flow and management, business process and organizational planning.
Built strong internal and external relationships, established and implemented methodologies to cultivate the first call resolution, administered the customer perceptions.
Successfully applied an innovative staffing and scheduling models for the best and exceptional coverage at the lowest possible costs.
Established and advanced the full competence of the customer service area by actively contributing in the development, evaluation, design and implementation of the training and staff development programs. Efficiently prepared and maintained the reports which clearly show the impact of training on the business. Analysed and evaluated the service KPI's to classify the key development areas and carried out the training needs analysis in partnership with Heads of Departments.
Played a key role as an internal training consultant to facilitate the operation managers to acknowledge the technical training needs of the business for all service related employees.
Proactively participated in the regular management meetings to deliver specialist input and help classify the new training requirements.
Executed the all operations of the customer guarantee transversely the entire "Du" Consumer Department and general management of the following functional areas: contact centre, activation team, mobile general inquiries, billing queries and technical support. Cultivated and sustained the service standards to qualitative results such as Service Level Agreement (SLA) above 85%, Call Quality 95% average, Average Speed of Answer (ASA) within 30 seconds. Guaranteed the complete focus on the achievement of income generating activities and the maintenance of performance service standards.
Proficiently generated procedures and aligned the processes for the entire Commercial Department in a professional manner, convoluted in pre-launch of Du products and services and successfully set up the Operations from start to end.
Engaged in as a member of the project team, supervised the operations and handled preparation for the launch of the second major outsourced Contact Centre for Du at IBM India. The project was a success and the launch was carried out according to the set schedule.
Recognized, categorized and prioritized training and follow up on learning implementations, functioned with the regional operational managers, team managers and operational teams. Directed and steered the Assessment Centres for new recruits on an ongoing basis. Efficaciously matured and regulated Showtime's "Induction" program for new recruits. Categorizing and ascertaining the suitable courses that enable the trainer to either improve or enhance the current structures.
Guaranteed the communication of all the product developments and marketing promotions are effectively trained and built into the call standard and understood the internal system changes, developments by the team at a competent level.