Job Description

Overall responsibility for the management, cost-effectiveness, and efficient performance of the Hapag-Lloyd Quality Service Centre (QSC). Lead the QSC Mauritius organization, ensuring the delivery of high-quality customer-centric service, reducing operational costs, to support Hapag-Lloyd’s Africa business growth.

Hold functional responsibility for Business Administration, Operations, and Customer Service across Africa, working in close coordination with Sub-Region and Area Managing Directors to ensure strong alignment with the commercial strategy and regional business objectives.

Ensure all tasks are delivered within defined KPIs and quality standards, continuously driving service performance and operational excellence through continuous improvement and digital transformation. Take direct accountability for ensuring Hapag-Lloyd processes are adhered to, governance and compliance requirements are met, and all departments operate optimally.

Provide strong leadership and role modelling at all times, ensuring company culture and goals are communicated, embedded, and lived throughout the organization. Guide, coach, and support the team, with a clear focus on people development and sustainable performance.

• Lead the overall strategy, performance and governance of QSC Mauritius, ensuring alignment with Hapag-Lloyd's regional and global business objectives and Africa priorities.

• Foster a strong customer service culture focused on service excellence, quality and continuous improvement.

• Drive operational excellence by improving productivity, efficiency, quality and cost effectiveness across all functions, and continually pursue new operational efficiencies.

• Lead the financial governance of QSC by ensuring robust planning, budgeting, forecasting, financial controls, risk management, and compliance while driving sustainable business growth and operational excellence.

• Develop and execute continuous improvement initiatives, removing operational bottlenecks and embedding PREX and Lean principles.

• Ensure achievement of agreed service levels, operational KPIs and performance targets across all departments, setting clear targets and goals for individual departments and teams.

• Build and sustain a high-performing leadership team through coaching, talent development, succession planning, performance management, and regular performance reviews in line with company policy and Area Management requirements.

• Build, maintain, and develop partnerships with key individuals and groups across the organization; partner with regional/global stakeholders to enhance service delivery; represent QSC Mauritius in regional and global leadership forums and maintain strong internal/external relationships.

• Lead the resolution of complex operational and customer issues, including high-level concerns, ensuring timely, sustainable solutions and effective root-cause prevention.

• Ensure compliance with company policies, governance standards, risk management practices, and all relevant regulatory/governmental rules; ensure QEM principles are followed, promoted, and embedded across the organization.

• Drive digitalization, automation, and process optimization to improve customer experience, service performance, and operational efficiency.

• Manage the QSC budget and resources effectively to deliver agreed financial and operational objectives.

• Manage workflow end-to-end and drive cross-functional collaboration between regional departments, GCC, and Area offices; work closely with other Area Managing Directors on process improvement and communication; remotely manage Area Office functional teams to ensure shared objectives are met.

• Achievement of agreed operational and financial KPIs.

• Customer satisfaction and service quality improvements.

• Productivity and efficiency gains through continuous improvement initiatives.

• Strong employee engagement and leadership capability.

• Delivery of transformation and digitalization initiatives.

• Effective governance, compliance and risk management.

• Positive stakeholder feedback and cross-functional collaboration.

• Strategic Leadership

• Operational Excellence

• Customer Focus

• Commercial & Financial Acumen

• Stakeholder Management

• People Leadership & Talent Development

• Collaboration & Influence

• Project Management

• Minimum 15+ years of industry and people-management experience in the transportation sector.

• Proven exposure to working across multiple geographies, ideally within complex, multi-stakeholder environments.

• Strong Africa market experience and knowledge (preferred).

• Commercial experience (advantage), with the ability to align service delivery to business and customer priorities.

• Strong end-to-end understanding of Business Administration, Operations, and Customer Service processes.

• Solid understanding of the container shipping industry and how operational execution supports commercial outcomes.

• Expert knowledge of internal processes, systems, and controls, including governance and compliance expectations.

• Effective time management and planning skills.

• Excellent command of written and spoken English.

• Master's degree in Logistics or a related field.

• Good knowledge of user application systems (MS Office, Word, Excel).

• Knowledge of Process Mapping and Six Sigma / Lean methods (an advantage).