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The Operations Manager is responsible for overseeing Service Delivery Excellence to our Principals.  Serves as the subject matter expert for operational matters and for support within the Region.  Creating opportunities for operational improvement, finding the strengths of team members and sharing best practices within the Port. The Operations Manager books relevant services and undertakes vessel boarding as required to support Operations Representatives.

Objectives & Measurement – Key Responsibilities:

Service Delivery

• Ensure service delivery is provided to the highest standard by coaching Operations Representatives on customer service, problem solving and being proactive
• Maintain a positive and collaborative culture.
• Establish and maintain relationships with government departments and agencies, local authorities and stake holders
• Act on escalated matters that require an immediate response and engage in conversation with customers to address any issues or concerns
• Ensuring that employees have a common purpose and maintain a culture where the staff supports one another

Operations

• Advise Local Authorities on vessel details and liaise with Vessel Master and Principal Operator daily
• Acknowledge Appointments and Create PDAs
• Always perform accurate and timely updates of systems
• Monitoring and managing vessel activities to efficiently schedule Operations Representatives’ work activities
• Participate in recruiting activities to identify and evaluate candidates for promotion and hire as needed
• Develop and Maintain relationships with Local Vendors. Review and report their performance on a periodic basis
• Update Daily Handover and monitor email traffic for the office
• Ensure that all work is done meeting compliance and QHSSE standards

Financial

• Continually seek new methods to reduce operational costs and find efficiencies
• Full utilization of the Company’s Operating Systems as per company operating procedures, as directed by line manager

Knowledge, Skills, and Abilities:

• Must be Subject Matter Expert on Port Operations
• Must have knowledge of shipping documentation i.e. Bill of Lading
• Must have knowledge of local maritime laws, rules & regulations
• Must have dependable transportation and possess a valid license
• Expertise in international, federal, state and/or local laws, rules and regulations for operations and security (USA & IMO).
• Strong knowledge about the local market, competitor and industry trends
• Demonstrated results – performance, leadership and organizational wise
• Ability to leverage internal and external relationships to expand business opportunities
• Strong verbal and written communication skills in order to communicate with a multinational network
• Strong business partner and relationship building capabilities across a diverse international group
• Quick thinking and comfortable in working in a fast-paced environment where each day brings new challenges
• A self-starter; happy to pitch into the day-to-day where necessary
• Must possess an advanced proficiency with Microsoft Word, Excel, PowerPoint, SharePoint, and Outlook
• Balance multiple tasks, changing priorities & operate within a deadline-oriented environment

Education, Qualifications, Certifications, and Licenses

Education/Experience:

• Bachelors degree in Maritime or Business Administration or a related major from a public or accredited private academic institution desired.
• 2-4 years’ experience in general maritime industry (mostly vessel operations) with exposure to various commodities and vessel types utilized in the port of employment