Hapag-Lloyd AG

Customer Support

• Ensure adherence with all Booking, Dangerous Cargoes regulations
• Ensure daily CRM case handling, review productivity. 65 cases, per day
• Follow-up with customers via phone and email on missing DG / Booking information
• Handle timely escalation of GSC teams
• Work to ensure no cargo dwells over 7 days
• Work with PTO / OPS team to coordinate loading of cargoes
• Coordinator with DG – Cargo Patrol team, DG GSC teams to ensure timely approval of DG.
• Ensure IMO documentation is received for loading
• Work with GSC Vessel Balancing team to ensure proper handling booking cancellations, rolls – with correct remarks (Vessel balancing).
• Trace cargoes dwelling, work with GSC to ensure all requirements are met to load cargoes
• Ensure highest quality is offered to our customers, external and internal
• Handle COD’s request – and coordinate with GSC where required

Coordinator, Customer Service – Vessel Balancing

Account Executive

• Lead, manage, develop and support a team of high-performing Account Executive, Sales Coordinators Manager and Sales Coordinators, to deliver consistent results and ensure high performance of the OOG segment.
• Understand OOG, BB and project cargo requirements and communicate such internally effectively to achieve best results for improvement of business participation, reaching and exceeding budget targets.
• Negotiate with clients to retain and grow current business and secure new OOG and BB, project cargo business.
• Make sales calls individually and with the sales team to ensure quality representation and proper customer approach according to sales manual standards.
• Provide staff with guidance in handling difficult or complex problems and in resolving complex, escalated complaints or disputes.
• Drive the hiring and performance management process.
• Work with the finance team to keep accounts current and
• Develop commercial strategies to increase business.
• Manage the effectiveness of new business, retention, and account growth sales efforts, and ensure that they are aligned with the overall business objectives.
• Ensure that the sales territory meets or exceeds volume/revenue/contribution objectives.
• Effectively communicate all account specifics to the Customer Service and Sales departments to ensure top level service, competitive pricing and process improvement based on feedback from stakeholder and customers.
• Ensure consistent application of Hapag-Lloyd policies to all personnel actions.

Senior Manager, Sales Execution

Manager

• Own all DAP inputs on regional level (full export & import forecast, costs, capacities, move counts, schedules, lanes, etc.).
• Drive weekly DAP inputs with respective Regional and Area/QSC stakeholders and ensure complete, accurate, and timely delivered information.
• Champion weekly DAP proposals by ensuring reflection of regional specifics, and by fostering understanding, adherence, and execution.
• Drive required system developments by collecting and channeling regional feedback to global development teams.
• Review and challenge global and regional EQ steering strategy basis system proposals and cost impact.

Regional System Manager

Operations

• Shape and enhance our global shipping network
• Collaborate closely with various stakeholders
• Utilize analytical skills to design and optimize services
• Conduct cost studies and negotiate with partner lines
• Build sustainable relationships to contribute to growth and expansion of Transpacific trade presence

Manager, Network & Cooperations

• Own regional S&D cost saving measures and drive target fulfillment with respective global, regional, and local stakeholders.
• Support planning of regional S&D budget in close cooperation with global and regional stakeholders (Controlling, Container Steering, Regional Operations, …).
• Analyze S&D cost drivers and deviations vs. BU/FC targets and drive monthly S&D result discussions with global and regional teams and determine direct actionable initiatives.
• Challenge Container Flow Planning & Steering and Flow Execution teams on supply and evacuation plan and resulting cost impact.
• Support global and regional initiatives to increase cost awareness and improve cost based decision making.
• Prepare KPI reporting on cost per MT TEU move and cost per MT sitting box and update monthly S&D measure tracking.
• Cover ad-hoc requests from global and Regional Container Flow Planning & Steering, Flow Execution, and S&D Analysts to support cost-optimal decision making.

Manager, S&D Analytics

• Leading and managing the team in TM Uptake Management Middle East, based in Dubai.
• Responsible for optimization of vessel/voyage utilization on designated services and trades based on commercial guidelines.
• Maintain close collaboration and cooperation with Regional Commercial, Regional Operations, Area Commercial Steering, Customer Service / GCC and Cargo Operations.
• Analyse optimization potential and costs and work on proposals together with TM Pricing&Steering.
• Ensure adherence to global processes and guidelines within the team.
• Regular exchange with other team leads on best practices and expertise.
• Regular evaluation of system and process knowledge of the team members, coordination of training requirements with the Director TM Uptake Management.
• Initiate FIS Allocation Management development needs, participate in projects and roll-out.
• Organize working time requirements and workload in the teams and appropriate distribution of services, as well as back-up or replacement arrangements.
• Alignment on team relevant topics with all stakeholders.
• Point of entry for general trade related issues.

Senior Manager, TM Uptake Management

• Provide full customer service on all inbound questions including arrival information, charges due, delivery location of cargo and information on Bill of Lading and Manifest to consignee.
• Adhere to PREX, Process Excellence, as available in HIP.
• Prepare Customs Manifests and Freight Manifests where applicable.
• Collaborate with GSC Global Service Centers on import document preparation and release as required.
• Capture any import disputes communicated directly by customer or GSC.
• Review and attend to any queries presented by GSC Global Service Center regarding import cargo issues.
• Communicate with internal and external customers via e-mail and phone when additional information is necessary for a shipment.
• Facilitate the release of cargo including clearance for in-bound moves, customs clearance in
• - Terminal systems, notification of
• - Customs for cargo ordered to General Order, and filing Customs entry for empty containers.
• Arrange Mini Land Bridge transportation and bookings on carriage in conjunction with GSC team as necessary.
• Prepare cargo release, issue delivery orders and support customers with proper information and processes in conjunction with the GSC team as **necessary.
• Contact customers if goods are placed on hold by Customs or Agriculture.
• Keep proper archives and maintain files of data as required by ISO9002 where applicable.
• Investigate and resolve problems.
• Communicate with Customs regarding correction letters and/or other relevant information pertaining to a shipment.
• Prepare invoices for any additional charges that may have been incurred on a shipment.

Customer Service Coordinator

• Prepare, analyze, and present departmental performance metrics, statistics, and KPIs to various levels of management.
• Provide analytical support to the leadership team through regular and ad hoc reporting, delivering insights to support operational and strategic decision-making.
• Design, create, and maintain interactive dashboards to support dynamic operational monitoring and performance management.
• Works with Department Directors and Managers to identify opportunities to improve operational efficiency while ensuring adherence to company policies and compliance standards.
• Develop and enhance business processes through Automation and drive continuous process improvement.
• Foster the development of state-of-the-art data analytics solutions for continuous steering and pro-active decision making.
• Support the development and implementation of modern data tools and analytics capabilities to enhance operational performance.
• Monitors and track various cost savings initiatives.
• Participates in domestic and global working groups.
• Acts as point of entry for various Internal and external organizations.
• Should be or will strive to be a Subject matter expert for all Operations systems and analytical tools, and is the primary contact person for the Operations department.
• Ensures consistent application of Hapag-Lloyd policies to all personnel actions.

Coordinator, OPS Performance Management

Product Manager

• Configure and analyze CRR systems, collaborating with IT and business experts to enhance existing solutions
• Upskill and train our global equipment organization on CRR systems, utilizing diverse methods for effective knowledge transfer
• Provide support and challenge to execution teams and related departments, leveraging your process and system expertise
• Identify and implement process and system improvements through analytical and methodical approaches
• Prepare comprehensive management presentations and decision memos, ensuring effective communication of CRR initiatives
• Foster a data-driven culture, utilizing insights to optimize container fleet management and reduce costs
• Collaborate with cross-functional teams to align CRR strategies with overall business objectives
• Stay updated on industry trends and best practices, ensuring our CRR systems remain competitive and efficient
• Mentor and guide junior team members, fostering a culture of continuous learning and improvement

Business Product Owner, Container Releases and Returns

Business Development Rep

• Perform and take ownership of high-quality market and financial analyses related to the renewal of existing container terminal concessions and new terminal portfolio expansion projects
• Support the preparation of business cases for terminal investments, expansions, or partnerships, including financial modelling and risk assessment
• Conduct market research and competitive analysis to identify trends, strategic gaps, and growth opportunities for the company
• Prepare clear and compelling internal and external project presentation materials
• Provide guidance and support to (possible/future) junior team members
• Support the Business Development team during field visits and site trips
• Act as a liaison between regional teams and corporate departments (Legal, Finance, Strategy, Public Affairs), as well as Port Authorities and clients, to ensure alignment on project-related matters
• Contribute to the development and maintenance of a comprehensive global concessions database, tracking expiring, upcoming, proposed, and potential opportunities

Business Development Manager

Payroll

• Manage monthly payroll execution, reconciliations, and documentation as per defined timelines
• Ensure 100% compliance with statutory obligations like PF, ESI, TDS, PT, LWF, and other labor laws
• File quarterly and annual Income Tax returns accurately and within due dates
• Maintain half-yearly Professional Tax workings
• Own the compliance tracker and ensure updates are submitted each month
• Drive HR automation initiatives on HRMS in alignment with internal stakeholders
• Maintain accurate SAP entries for all HR transactions and employee changes
• Ensure timely addition and deletion of employees in Mediclaim and process reimbursement claims within SLA
• Submit dashboards for Headcount, Attrition, Confirmations, and Mediclaim as per defined schedule
• Monitor vendor agreements and renewal statuses; ensure updates to be shared on monthly basis
• Maintain accurate employee documentation and file records
• Manage HRMS Helpdesk tickets and ensure SLA adherence
• Ensure smooth execution of Full & Final settlements in coordination with payroll and legal
• Conduct VOC (Voice of Customer) analysis to evaluate service effectiveness
• Support smooth onboarding experience with proper documentation and SAP ID generation
• Prepare and review the HR Budget on a monthly basis; ensure alignment with business needs
• Support creation of monthly Management and Compliance PPTs
• Participate in global reporting for CSRD (Corporate Sustainability Reporting Directive) and ensure quarterly submissions
• Facilitate compliance with internal and global audit requirements
• Provide data support and governance for internal Reward & Recognition and confirmation dashboards
• Ensure timely submission of Management reports.
• Develop and maintain HR dashboards and scorecards for leadership reviews
• Analyze trends in attrition, headcount, performance, and engagement to support strategic decisions
• Provide predictive analytics to forecast workforce needs and risks
• Collaborate with business leaders to interpret HR data and recommend actionable insights
• Ensure data integrity and consistency across HR systems and reports.

Manager – HR Operations, Payroll

• Lead, coordinate, and oversee day-to-day operations across our portfolio of container terminals
• Support the development, drive the implementation and govern global operational strategies and frameworks to optimize efficiency, productivity and throughput while optimizing cost
• Ensure terminals meet or exceed defined operational KPI’s and targets
• Support shaping the global excellence center, targeting retainment and sharing of knowledge and people across the portfolio of terminals
• Support the development of high-performance, cross-functional operational teams across regions
• Establish clear performance metrics and reporting protocols for operational management teams and regional operations leads
• Conduct regular performance reviews, address operational challenges, drive efficiency improvement, develop and govern action plans
• Oversee quality control processes to ensure consistent service delivery and customer satisfaction.
• Promote a strong safety culture across all terminals; support environmental sustainability initiatives
• Collaborate with senior management to shape mid- and long-term operational strategy and investment planning.

Director of Operations

• Conduct and coordinate budgeting, financial planning (integrated business planning), investment coordination and consolidation activities in alignment with the Hapag-Lloyd Group.
• Analyze and comment on variances between actual and forecast.
• Monitor key performance indicators and business performance and creates regular reports to management.
• Constructively critique senior management in relation to asset performance.
• Advise management and make suggestions based on regular analysis of trend, variance, and structure of volume, revenue, costs and investment utilization.
• Perform and review business models for valuations/divestment purposes.
• Comfortable with conducting return on investment calculation for group consolidated entities.
• Ensure month end closing activities are completed accurately and on-time.
• Provide support in terms of analysis and consulting to management, particularly in commercial, operational and financial matters.
• Prepare and present financial reports.
• Support ad hoc requests as needed to drive organizational performance.

Senior Manager, Business Controlling

Marketing

• Support the development and activation of several priority projects within the Marketing & Communications department, including but not limited to: Digital Communications.
• Support to establish a concrete strategic approach to digital communications and HGT’s presence in this space.
• Contribute to digital campaigns and content planning.
• Support email communications and digital storytelling initiatives.
• Help develop social media content strategy + activation.
• Work together with the agencies to align editorial calendar and initiatives.
• Assist in content creation, planning, and publishing.
• Monitor engagement and suggest optimization opportunities.
• Assist to establish global intranet/portal and user-friendly and interactive user interface to promote and stimulate employee engagement.
• Support the creation of internal newsletters, announcements, and staff updates.
• Help maintain consistent messaging and improve employee engagement.
• Support the development of the corporate website ensuring alignment with our global business.
• Assist with website updates, content management, and copywriting.
• Support the development of user-friendly and on-brand digital experiences.
• Support brand awareness initiatives that help build the brand from the ground up.
• Ensure brand consistency across materials and channels.
• Assist in merchandise coordination, vendor communication, and brand asset management.
• Support building brand global brand awareness at strategic industry events and conferences.
• Support brand presence, marketing materials, and merchandise coordination.
• Manage the coordination of events and logistics with the event agencies.

Trainee Marketing and Communication

• Support the development and activation of several priority projects within the Marketing & Communications department, including but not limited to:
• Digital Communications: Support the head of department to establish a concrete strategic approach to digital communications and HGT’s presence in this space. Contribute to digital campaigns and content planning. Support email communications and digital storytelling initiatives.
• Social Media: Help develop social media content strategy + activation. Work together with the agencies to align editorial calendar and initiatives. Assist in content creation, planning, and publishing. Monitor engagement and suggest optimization opportunities.
• Internal Communications: Assist the Head of Department to establish global intranet/portal and user-friendly and interactive user interface to promote and stimulate employee engagement. Support the creation of internal newsletters, announcements, and staff updates. Help maintain consistent messaging and improve employee engagement.
• Website: Support the development of the corporate website ensuring alignment with our global business. Assist with website updates, content management, and copywriting. Support the development of user-friendly and on-brand digital experiences.
• Brand Management & Merchandise: Support brand awareness initiatives that help build the brand from the ground up. Ensure brand consistency across materials and channels. Assist in merchandise coordination, vendor communication, and brand asset management.
• Events and conferences: Support building brand global brand awareness at strategic industry events and conferences. Support brand presence, marketing materials, and merchandise coordination. Manage the coordination of events and logistics with the event agencies.