Job Title: Team Leader – Service Delivery

Reports to: General Manager – IML Fulfilment

Location of role: Felixstowe/Southampton/Customer base

Purpose of the role:

Reporting to the GM - IML Fulfilment, you will provide leadership and support to the Service Delivery Management teams reporting to you who will manage customer accounts across the combined Rail and Road platforms. Operating as a key part of the IM Logistics management team, your role will be pivotal in driving the service strategy for the IM Logistics business. You will engage with external and internal stakeholders to ensure reliable end to end IM Logistics solutions are delivered flawlessly to our customer base, as well as ensuring optimal asset fill and efficiency across IM logistics – rail, road and terminals – to ensure we deliver our financial commitments.

You will be responsible for ensuring a seamless customer experience within your customer base in IM Logistics, coordinating and tracking the movement of containers and maximising opportunities for value add revenues and operational efficiencies throughout the process. You will ensure accurate and timely information to the commercial team to assist them in selling and maximising unutilised space.

Main duties and responsibilities:

• Capture and manage specific customer demand in the form of Contract and Non-contract container bookings and secure and allocate bookings in the most optimal way across the E2E IM supply chain i.e. Rail, Terminals, Road;
• Capture booking data as early & accurately as possible to enable efficient and effective asset fill by Route Planning Team and optimal planning by Terminal & Road Ops;
• Transfer booking to the route optimisation team and communicate specific and special customer requirements. Complete customer booking accuracy checks;
• Ensure billing activities adhere to contract and follow defined protocols. Defend revenue and profit by applying all charges for services provided and reduce “free” services such as storage and backfill;
• Ensure SDM roles and responsibilities are clear, targets are set, measured and reviewed and training & development plans are in place for everyone in the team;
• Regularly monitor booking and fill rates for your contract portfolio and liaise closely with the IM Optimisation team to ensure maximum fill rates as well as any specific customer requirements;
• Work jointly and cohesively with the rail, terminals and road offerings to exploit opportunities for end to end services within our customer base and ensure the optimal utilisation and profitability of the combined product offering;
• Manage data and reports, providing standard reports and analysis to your customer base as required and ensure that minimum data and formats are observed by customers in EDI and manual submissions;
• Provide regular updates to the Commercial Account Managers on service levels, issues and changes to services for your specific customer portfolio;

• Capture any new or evolving requirements requested by the custmer and continually look for opportunities within your customer portfolio to provide enhanced services to generate extra revenues from additional services;
• Drive increases in the less popular timeslots, wherever possible;
• Continually look for ways to enhance the operational service offering and improve efficiency within your customer portfolio, ensuring flawless delivery to our customers;
• Build and maintain strong links with customers within your portfolio as well as the internal commercial teams, acting as an escalation point to identify and resolve any service issues timely;
• Establish a high level of credibility and ensure strong working relationships with both customers and internal stakeholders, to ensure open dialogue, sharing of best practice and value add;
• Effectively manage your immediate team to nurture and develop talent, promote apprenticeships and development of junior talent, ensure capable management succession and ensure the team is appropriately motivated and developed so that they carry out their responsibilities to the required standard;
• Ensure a robust recruitment, induction and ongoing development programme is in place for all employees within your remit;
• Consistently promote the principle of customer first and a continuous improvement culture;
• Get involved in any ad hoc projects as may be required, from time to time;
• The above is not an exhaustive list of duties, and you will be expected to perform different tasks as necessitated in pursuance of the overall IML business objectives;

Key job requirements:

• A minimum of three years’ management experience within the Intermodal Logistics/ Transport industry;
• Commercially astute, articulate, technically strong with a dynamic approach to delivery;
• Exceptional customer service skills, with the ability to liaise confidently with your customer base as an ambassador of IML;
• A detailed understanding of intermodal operations and constraints, ability to use logical problem solving to overcome constraints and create opportunities;
• Ability to build healthy working relationships with business stakeholders while exhibiting independence and objectivity in thought and action;
• Excellent analytical and problem solving skills - able to analyse complex and sometimes ambiguous data to evaluate options, use facts and data to implement solutions;
• Excellent interpersonal skills with the ability to interact effectively with all levels of staff across the IM business and throughout the organisation;
• Strong communication skills, both written and verbal;
• Ability to multitask and work well under pressure, prioritising tasks and workload and managing conflicting demands;
• Effective management and delegation with the ability to build trust and motivate a team.

Behavioural Competencies:

• Be a visible role model for the Company’s values and Leadership Behaviours;
• Attack goals and objectives with drive, energy and enthusiasm;
• Proactive approach to work and uses own initiative to implement improvements;
• Embraces new challenges, is hands on and gets things done;
• Sets high standards of work for self and team, and consistently achieves these;
• Energetic, highly motivated, with an enquiring mind and passion for excellence and innovation, in pursuit of business objectives and success;
• Leads by example and provides honest and clear leadership that helps drive results;
• Listens attentively to others’ perspectives and provides constructive feedback and coaching to own and wider team;
• High level of integrity and openness combined with commitment to good governance.

Data Inputs

• Booking information
• Timetable information
• Road, Rail & Terminal capacity status reports
• Port information – Bay plans / ship schematic

Outputs

• Bookings
• Amendments
• Cancellations
• Complaints
• Customer intelligence

Key KPIs

• On time submission of orders with correct data
• Asset fill per week, month
• Train Utilisation
• Terminal Utilisation
• Jobs per truck per day
• Customer Contract volumes vs target
• Customer Non-contract volumes vs target
• Customer “Share of Wallet”

Process Ownership

• Booking process
• Fill rates
• Billing process adheres to contract

Handoffs

• Account Managers
• Optimisation team