Incident Management Lead - Marine and Landside (West)

Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.

We Offer

As a company, we offer a truly global environment where you will be surrounded by great talent and for the right profile, have the opportunity to thrive and learn both as a person and as a professional.

Job Summary

In co-operation with relevant internal and external stake holders, following vessel and shipment incidents involving the risk of damage to cargo, manage risk and provide information, guidance and support to affected customers.

Ensure consistent application of learning from such incidents with a view to managing risk and preventing loss.

Key Responsibilities

Team focus:

Manage the handling of vessel and shipment incidents

Liaise with CEN Legal and the team’s functional manager in ML Center Legal Team (CENLAW)

Participate in Casualty Management Team (CMT) meetings as functional expert

Ensure liaison with P&I network (correspondents, law firms, GA adjusters, salvage traders)

Provide information, guidance and support to internal and external stake holders

Review and adjust processes to new ML systems and applications with a view to ensure simplification and maximum automation and to apply best practices

Individual focus:

Assume the BPO role for incident management for the Americas and West region.

Ensure internal SOP and guidelines in place for vessel incident management

Identify stake holders and demarcation lines

Engage with internal stake holders to constantly improve and share best practices in relation to vessel incident handling, loss mitigation and claims prevention

Ensure internal SOP and guidelines in place for pre-claims handling

Facilitate support and training to frontline Customer Experience (CX)

Support and coach frontline CS in relation to incident management and loss mitigation issues

Identify and share learnings and best practices with a view to ensure claims prevention

Identify parties in need of training on pre-claims issues

Prepare annual and ad hoc training plans for incident management and pre-claims issues

Develop training programmes and material

Perform training according to plan approved by CENLAW

Exception handling

Support and coach frontline CX on exception handling issues

Identify stake holders and demarcation lines

Liaise with other BPOs regarding processes and SOPs

Consistent focus:

Always act in a manner consistent with and loyal to the A.P. Moller – Maersk values

We are looking for:

The ideal candidate has a degree in maritime studies/law or related field, coupled with certification in risk management or crisis response, has worked in legal department within a Shipowner set-up, P&I Club, as a P&I correspondent or 3+ PQE in a maritime law firm

Furthermore you:

Minimum of 3 years of experience in similar roles within the industry

Operations and/or claims handling experience

Project management skills

Proven training skills

Excellent communication skills

Proficient in English and Spanish – oral and written

Thrive in a high-pressure environment

proactive in addressing challenges and finding solutions.

Strong sense of ownership and accountability, ensuring tasks are completed effectively and expectations are met consistently

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Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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