Ocean Doc- Customs, CRVR & Agent View Team Lead

A.P. Moller - Maersk

A.P. Moller - Maersk is an integrated logistics company connecting and simplifying customers' supply chains. As a global leader in logistics services, Maersk operates in more than 130 countries and employs over 100,000 people worldwide. Through integrated logistics solutions, digital services, and a world-class delivery network, we enable our customers to trade and grow by transporting goods anywhere in the world.

We Offer

Working at Maersk provides the opportunity to be part of a company with a rich heritage while contributing to a fast-paced, customer-centric logistics organization. We foster an environment that encourages collaboration, innovation, continuous learning, and operational excellence.

As a Team Leader – Import Customs Manifest (ICM), you will lead a team responsible for ensuring timely, accurate, and compliant customs manifest submissions across multiple countries while driving operational excellence, customer satisfaction, and continuous improvement.

Roles & Responsibilities

People Leadership & Team Management

• Lead, coach, and develop a team of ICM specialists to achieve operational excellence.
• Drive daily huddles, workflow planning, shift management, and resource allocation.
• Monitor team productivity, quality, accuracy, utilization, and SLA adherence.
• Conduct regular coaching sessions, performance reviews, and development conversations.
• Ensure successful onboarding, competency development, and cross-training of team members.
• Foster a culture of collaboration, accountability, and continuous learning.

Import Customs Manifest Operations

• Lead the execution of import customs manifest filing activities, ensuring compliance with country-specific customs regulations and service commitments.
• Ensure timely and accurate submission, amendment, and cancellation of import manifests within regulatory timelines.
• Monitor daily vessel schedules, customs filing deadlines, and operational risks to ensure uninterrupted service delivery.
• Manage exceptions, customs rejections, system issues, and escalations to minimize customer and business impact.
• Ensure adherence to Standard Operating Procedures (SOPs), Work Instructions (WIs), and regulatory requirements.

Performance & KPI Management

• Monitor and drive key operational metrics, including productivity, accuracy, turnaround time (TAT), quality, and compliance.
• Review daily, weekly, and monthly dashboards to identify trends and performance gaps.
• Conduct root cause analysis for operational issues and implement corrective and preventive actions.
• Present operational performance updates to Execution Managers and Area stakeholders.

Stakeholder Management

• Act as the primary operational contact for Area teams, Customer Experience (CX), Customs authorities, Global Service Centres, Product teams, and other internal stakeholders.
• Proactively communicate operational risks, service disruptions, and mitigation plans.
• Participate in governance meetings, operational reviews, and customer-impact discussions.
• Build strong relationships with regional and global stakeholders to support seamless customs operations.

Process Excellence & Governance

• Ensure compliance with customs regulations, internal policies, and global process standards.
• Drive standardization, process health checks, governance reviews, and compliance audits.
• Lead continuous improvement initiatives, automation opportunities, and operational excellence projects.
• Support implementation of new customs regulations, digital solutions, and process enhancements.
• Promote Lean methodologies, Visual Management Systems (VMS), and Maersk Operating System (MOS) practices.

Risk Management & Continuous Improvement

• Identify operational risks and ensure timely escalation and resolution.
• Lead contingency planning during system outages, volume surges, and regulatory changes.
• Drive automation and simplification initiatives to improve efficiency and reduce manual effort.
• Share best practices across teams and contribute to global process improvement initiatives.

We Are Looking For

• Graduate or Postgraduate with strong communication and interpersonal skills.
• Minimum 5–7 years of experience in shipping, logistics, customs operations, or import documentation, including experience in people leadership.
• Strong understanding of import customs manifest filing processes, customs regulations, vessel operations, and documentation.
• Proven experience in leading operational teams and driving performance improvements.
• Strong analytical, problem-solving, and stakeholder management skills.
• Experience in process improvement, Lean, Kaizen, or automation initiatives is preferred.
• Ability to work in a fast-paced global environment while managing multiple priorities.
• Excellent verbal and written English communication skills.
• Customer-focused mindset with a passion for operational excellence and continuous improvement.

Success Measures

The successful candidate will consistently:

• Deliver high levels of customs compliance and regulatory adherence.
• Achieve operational KPIs for productivity, quality, accuracy, and turnaround time.
• Lead a highly engaged and high-performing team.
• Strengthen stakeholder relationships across global and regional functions.
• Drive process improvements, automation, and operational excellence initiatives.
• Ensure timely and compliant customs manifest submissions with minimal operational risk.

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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