At MSX, we exist to empower movers and makers to thrive in an ever-changing world by harnessing our expertise and creativity to deliver exceptional services powered by technology and innovative solutions.
The Country Project Manager – Level 1 Agent Team is responsible for the successful deployment and performance of the Level 1 Agent operations in their assigned country.
Working on a project of limited scale (annual revenue/budget typically < $1m, team size < 5), the Country Project Manager leads the Level 1 Agent team only, ensuring that processes, KPIs and service quality are fully aligned with both MSX standards and client expectations. The role focuses on:
- Managing the end-to-end delivery of the Level 1 Agent service in-country.
- Coordinating and coaching the Level 1 Agents to secure high quality support to the network.
- Ensuring strong collaboration with the client’s national team, the Technical Delegate organisation and central MSX stakeholders.
- Driving continuous improvement, innovation and incremental revenue opportunities within the Level 1 Agent scope.
- This role is the primary in-country point of contact for project performance related to the Level 1 Agent activities.
- Project delivery and governance – Level 1 Agent scope
- Deliver all agreed project KPIs and key objectives for the Level 1 Agent operations in the country.
- Build, maintain and communicate a clear governance model for the Level 1 Agent service, aligned with the central framework and with the Technical Delegate area where relevant.
- Conduct and chair regular performance reviews (internal and with the client) focusing on Level 1 Agent service quality, case handling, response times and customer satisfaction.
- Produce, analyse and present clear and concise operational and analytical reports for the Level 1 Agent activity, ensuring performance is tracking against KPIs, SLAs and targets.
- Use performance data and feedback to identify improvement opportunities, define corrective actions and implement improvement plans where performance is below target.
- Oversee quality control of all Level 1 Agent deliverables, assuring adherence to client requirements, MSX business, brand and safety standards.
- Monitor market and network trends (technical, operational and customer-related) that impact Level 1 Agent operations, ensuring the service remains relevant and best-in-class.
- Manage and coordinate the launch and follow-up of tactical campaigns or specific initiatives involving Level 1 Agents in the country.
- Support central MSX and client teams in defining and piloting enhanced Level 1 Agent services and solutions that support future growth of the programme.
- Team leadership – Level 1 Agent team
- Lead, manage and coach the Level 1 Agent team in the country, providing clear direction, priorities and day-to-day operational guidance.
- Set performance expectations and objectives for Level 1 Agents; monitor achievement and provide regular feedback.
- Conduct annual and interim performance reviews for Level 1 Agents, and develop individual development and performance improvement plans.
- Ensure effective onboarding, training and upskilling of Level 1 Agents, in line with MSX and client standards and procedures.
- Ensure consistent use of agreed tools, processes, documentation and knowledge bases within the Level 1 Agent team.
- Foster a culture of collaboration, problem-solving and continuous improvement, encouraging the sharing of best practices across Level 1 Agents and with the Technical Delegate organisation where appropriate.
- Support Level 1 Agents in handling escalated or complex cases, helping to remove operational roadblocks and managing internal or client escalations related to Level 1 activities.
- Client and stakeholder management
- Act as the primary operational interface for the national team for the Level 1 Agent project in the country.
- Build strong, trust-based relationships with client contacts, dealer/network representatives, the Technical Delegate structure and internal MSX stakeholders.
- Ensure the maintenance of the client’s business, brand and safety standards in all Level 1 Agent activities.
- Understand and capture stakeholder requirements and expectations (client, dealers, Technical Delegate organisation, internal MSX) and translate them into actionable plans for the Level 1 Agent team.
- Prepare and present business cases, performance reviews and recommendations to support the development and optimisation of the Level 1 Agent service.
- Manage Level 1 Agent-related initiatives from initial scoping and planning through to implementation and stabilisation in the country.
- Contribute to medium‑ and long‑term strategic planning for the programme, ensuring Level 1 Agent operations remain competitive and aligned with future business needs.
- Operational excellence and continuous improvement
- Identify process gaps and inefficiencies in the Level 1 Agent workflows; design and implement process improvements to enhance efficiency, quality and customer satisfaction.
- Drive the adoption of standard operating procedures and quality standards defined at central level for Level 1 Agents.
- Promote innovation in tools, reporting, communication and ways of working to improve Level 1 Agent service delivery.
- Benchmark Level 1 Agent performance across regions/countries and implement best practices locally.