Supervisor Service Delivery

We are seeking a Supervisor Service Delivery to join our Supply Chain Division (Robinson Managed Services) team in Dubai.

In this role, you will be responsible for leading the execution of the service delivery strategy for an assigned customer portfolio, ensuring consistent achievement of customer expectations, service level agreements (SLAs), and business objectives.

You will drive service delivery excellence, enhance customer satisfaction, and lead a high-performing team through effective people management and development.

You will also champion operational excellence by fostering a culture of continuous improvement, optimizing processes, and delivering sustainable performance outcomes across the service delivery function.

Responsibilities:

The duties and responsibilities of this position consists of, but are not limited to, the following:

Business Strategy:

- Drive consistent execution that meets Service Delivery requirements and expectations
- Leverage Operations Dashboards and internal analytics to understand areas of service excellence & service gaps, and work with teams on actions to address identified gaps
- Learning and utilization of continuous improvement methodology in management of KPIs for the service delivery team
- Identify recurring service delivery interruptions & customer issues, drive root cause analysis and resolve via appropriate corrective & preventive actions
- Key customer contact for Service Delivery (Operational) needs
- Collaborate with multiple areas of the business to drive standardization of leading practices

Team Leadership:

- Lead direct reports by providing regular feedback, coaching and guidance based on performance, dashboards, and Personal Development Plan
- Ensure assigned team-members have a solid understanding of customer business objectives and the plans to attain those objectives
- Ensure service delivery team has resources required to execute day-to-day operations
- Coordinate schedules to ensure proper account coverage.  Examples of but not limited to PTO, meals, breaks
- Maintain and utilize Account Specific Onboarding for new team members
- Other duties or responsibilities as assigned according to the team and/or country specific requirements

Required Qualifications:

- Minimum 3 years of experience in operations and/or customer/client service facing role
- Experience mentoring and or coaching small project teams
- Ability to travel up to 7.5% (domestically and international)

Preferred Qualifications:

- Bachelor’s degree from an accredited college or university
- Previous supervisory experience
- Experience executing businesses through Standard Practices and Operational Excellence methodologies
- Proficient in Microsoft Office Suite of programs
- Strong problem-solving and conflict resolution skills
- Ability to adapt and lead in a fast-paced environment
- Strong interpersonal/communication and presentation skills, with ability to communicate effectively in a highly responsive and professional manner
- Ability to develop strong working relationships, both internally and externally
- High level of integrity where personal and professional values are aligned with the company's mission, vision, and leadership framework
- Ability to work collaboratively within the business setting
- Values a diverse and inclusive work environment

Your Health, Wealth, and Self

Your total wellbeing is the foundation of our business, and our benefits support your financial, family and personal goals. We provide the top-tier benefits that matter to you most, including:

- Employee Insurance Benefits
- Variable Pay based on position
- Hybrid Work Model with Flexi Hours
- Paid time off to manage work-life balance
- Paid Maternity & Paternity Leaves
- Paid Public Holidays
- Reward & Recognition Program
- Special Mobility Assistance
- Employee Wellness Initiatives
- Plus a broad range of career development, networking, and team-building opportunities

Equal Opportunity

C.H. Robinson is proud to be an Equal Opportunity Employer. We are committed to a workplace and performance culture that reflects the strengths of our worldwide marketplace. We value unique experiences and diverse backgrounds of our people within our company, our business relationships, and our communities. We’re committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued and respected.