APL Compliance Manager in Customer Service in Singapore, Singapore
Part of the CMA CGM Group, APL is one of the world’s leading ocean carriers, providing world-class container shipping and terminal services, as well as intermodal operations supported by leading-edge IT and ecommerce.
APL offers transcontinental cargo shipping across Asia, North and South America, Europe, the Middle East, the Indian subcontinent and Australia through more than 90 weekly services, calling ports in over 50 countries worldwide.
This position reports to the Head, CS Process, eCommerce & Compliance and has primary accountability for process improvement and management, coaching, training and leading a Global Compliance Function which include U.S. OFAC and other customs regulatory compliance. This position is also responsible for the implementation of strategy and system development within the company in order to achieve full compliance with government regulatory requirements. In addition, this position is responsible for conducting Control Self Assessment (CSA) testing for all Customer Support related POM and initiating process improvement as a result of the findings from the CSA testing. In addition, the position is also responsible for near 24/7 operation of CCMS Helpdesk (MALCMS) functions to ensure timely email and system support for global applications such as CCMS and GEM.
Key Result Areas
Ensure APL’s compliance with International Trade Regulations – KPIs to include incidents of non compliance, fines and penalties imposed by concerned authorities
To establish KPIs and analyze results for MALCMS team. Coach team to effectively achieve targets.
Implement the CS strategy and system development through collaboration with IT and FLOs to achieve compliance with regulatory requirements for Advance Manifest and other mandatory data submission – system and process to be in place prior to commencement of enforcement by the concerned authorities.
Maintain CS POMs and Ensure FLOs compliance on global basis.
1) Responsible for ensuring APL’s continued compliance with International Trade Regulations, including U.S. OFAC on global basis:
Manage guidelines for dealing with services to and from and/or with denied parties
Implement strategy and system enhancement to cover new areas as and needed
Police bookings to ensure APL does not deal with denied parties
Communicate with FLOs on process improvement & policies on compliance
Contact point for compliance issues , work with legal counsel when required
Work with external insurer/counterpart on shipments to restricted countries
2) Responsible to develop the strategy and work with IT to enhance system to meet customs regulatory requirements for Advance Manifest and other data submission:
Timely and Complete implementation of systems to allow transmission
Avoidance of fines and penalties
3) Responsible for the relevance of the CS related Policy & Operating Manuals (POM) as well as conducting Continual Self Assessment (CSAs) related to them
Ensure availability and accuracy of the POM documents
Initiate process improvement when required from results of CSA test
Initiate changes to POM to reflect actual practice in the fields
Conduct audit in relevance to POM requirements
4) Global Customer Support Work
Ensure process in place to achieve close to 100% commodity coding & cap coding at FLOs/Service Centers through periodic reporting
Actively seek to improve CS processes which are not in control or not effective
5) CCMS Helpdesk Management
Ensure resource planning for near 24/7 operations of CCMS Helpdesk functions
Manage users’ expectations and requirements
Seek clarification from programmers when no workaround exists
Manage assignment of booking numbers to the various booking locations
6) Staff Management
Manage and resolve grievances between team members
Build relationship with direct reports who are in another country
7) Accounts Receivable & Credit Approval
Update Global Commercial Head regularly on overall AR condition for the regions
Identify and work with process owners on improvement opportunities, so as to improve overall AR performance
Review and present appropriate credit application to CCO for discussion and approval
Min 5 years staff management experience
Knowledge in Sales, Customer Service, Documentation, Logistics and Equipment.
Shipping or related industry experience is required
Strong experience working in APL mainframe systems, especially CCMS, GEM and/or Client Services.
Demonstrated experience in developing and maintaining positive customer relationships
Customer focus – maintain a service attitude that improves customer perceptions and satisfaction.
Proven leadership in managing complex situation
Strong in communication, interaction & interpersonal skills.
Team building ability – blends people into team and create strong morale and spirit in his/her team.
Problem solving – ability to anticipate & identify problem.
Desired Competencies (Typical)
Process Management – understanding the key concepts of work processes and seeking ways to improve them. Measure results by using process and quality measures.
Business knowledge – know company’s mission, products & services and key business challenges. Understand how decisions impact company financial results.
Customer focus – maintain a service attitude that improves customer perception and encourages return business
Organization & planning – establish efficient, realistic targets and goals to achieve objective. Coordinate resources to achieve results
Leadership – Building Effective Team. Win & maintain cooperation & commitment. Know when to and how to lead, coach, teach, and/or serve as a team member, especially in a multi-cultural environment.
Communication – deliver accurate, clear, concise information and ideas to individuals and groups. Listen actively. Provide objective feedback and encourage suggestions.
Desired Competencies (Nice to have)
- University Degree/MBA
APL is part of the successful CMA CGM Group, the world's 3rd largest container shipping company