Who we are?
At Inchcape, our vision is to have a connected world, in which our customers trade successfully and make better decisions in every port, everywhere. We use technology and our global network to help our partners connect to a smoother, smarter ocean. Inchcape combines its worldwide infrastructure with local expertise through our global network of over 240 proprietary offices, across 60 countries and a team of more than 2,500 committed professionals. Our diverse global customer base includes owners and charterers in the oil, cruise, container, and bulk commodity sectors as well as naval, government and intergovernmental organizations.
We have an ambitious growth model and a career here is certainly going to be a rewarding one that will allow you to bring your skills & experience. We embrace change and are open to new thinking and pushing for positive change in our industry.
Sound like the place for you?
Business Need / Purpose of Role
Based in Valparaiso, Chile with reporting line to AGM, the primary responsibilities of the role holder are to manage "Excellence in Service Delivery” of Regional Operations Centre (ROC) in accordance with Customer’s Service Level Agreement (SLA) and company’s Standard Operating Procedures (SOP) and aligned to Group and Operational strategy. This is a key role in stabilizing existing and new processes being migrated to central facilities including setting up of performance metrics and monitoring. The Regional Operations Center Manager will create a strong matrix partnership with DA Center and operations head / Business heads in the organization across locations regionally. Responsible for managing and developing a team of service delivery leaders / operations managers that are always focused on service delivery. Meeting operational cost targets and overseeing the management of the day-to-day affairs of ROC with operations / managers. Project management and leading creation of pilot projects including role out. Adhere to and promote group policies and processes, ensuring compliance is achieved. Gathering and input into development of new system.
Objectives & Measurement – Key Responsibilities
Service Delivery
- Ensure service delivery is provided to the highest standard by bringing solutions to the forefront
- Communicate, share and partner with Marine Service Managers (MSMs) in order to share best practices
- Implement, improve and drive regional solutions for key operational tasks including but not limited to PDA generation, appointment creation, Prefunding chasing, System updates, Invoice collection/coding and FDA queries.
- Liaise with clients and port services daily and attend regular meetings with ports, terminal and suppliers
- Accountable for ensuring that an appropriate assessment of health, safety, security and environment (HSSE) risk is included as part of work planning
Operations
- Manage a team to achieve the internal and external customer drivers
- Ensure excellent ships agency services are rendered to all customers
- Area Port Updates – providing updated information on local rules and regulations and any changes as and when notifications received, enabling a quick adaptation of the operational and documentation procedures to the new regulations and ensure no service failure to the customers
- Establish and maintain relationships with relevant government departments and agencies, local authorities, and stake holders as needed
Process Improvement
- Review, develop and drive regional strategies to adhere to the company and regional operational model delivering an excellent customer experience
- Manage the OSS team to support such initiatives
- Engage internal stakeholders ensuring we have a seamless operational flow and a high customer experience
Knowledge, Skills, and Abilities
- Significant operational experience in the shipping industry, with the ability to run a cost-efficient operation across a large geographical area.
- In depth understanding of port agency operations and market dynamics of the shipping industry.
- Excellent understanding of Quality/Compliance & HSSE regulations.
- Excellent work ethic and proven grounding of discretion and confidentiality.
- Excellent organizational and analytical skills including ability to prioritize and coordinate multiple competing priorities.
- Excellent verbal and written communication skills, with the ability to convey issues in a clear, concise and effective manner.
- Ability to lead strong cohesive teams, and to improve individual capabilities through mentorship and training.
- Ability to establish and maintain good relationships with internal and external stakeholders at all levels
- 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.
- Proven ability to implement and manage change.
- Experience in process improvement and/or lean six sigma processes.
- Inspirational leader and effective team player, experienced in facilitating collaboration and change in complex organizations.
- Must possess an advanced proficiency with Microsoft Word, Excel, PowerPoint, SharePoint, and Outlook.
Education, Qualifications, Certifications, and Licenses
Education/Experience:
- Bachelor’s degree in Maritime Administration, Business Administration, or related major from a public or accredited private academic institution desired.
- Advanced degree preferred.
- 7+ years of Maritime industry with experience in a shipping / port services environment.
- 3 - 5 years of supervisory or management experience required.
- Expertise in international, federal, state and/or local laws, rules and regulations for operations and security (USA & IMO).
Licenses:
- Process Improvement certification (Lean Six Sigma or similar preferred
Why Inchcape Shipping Services?
We believe in building a diverse and high performing workforce, that works together to provide our customers with the exceptional service they deserve. To reach the highest standards we depend on our people, their welfare, training, and expertise. We realize the value of our staff and know that your unique experiences, skills, and passions will help you to build a rich and rewarding career in our dynamic industry.
Our values are at the center of everything we do, and the successful candidate will be expected to demonstrate and fully adopt these:
Global Perspective - we connect the world and see the bigger picture.
The Power of People - we rely on the strength of local agent knowledge and relationships.
Progress - we adopt new thinking and push for positive change in our industry.
In return, we will offer you:
A diverse range of benefits, depending on your geographical location. At this instance, you will enjoy:
- A place to grow your career - We’ll help you set big goals and exceed them.
- Competitive salary package and performance-based bonus scheme
- Premium medical health insurance coverage
- Work with talented, committed, and supportive teammates.
- Value Award celebration events
Plus, much more!
Inchcape Shipping Services is looking for people who are willing to think about the future...and think big. We're looking for people who are ready to take on the most significant challenges of their careers.
If you think that you have the right skills, knowledge, and attitude to join our team, then we invite you to apply to this advert!
#ISSthebiggerpicture
Inchcape Shipping Services is an Equal Employment Opportunity Employer and equality; diversity and inclusion are at the center of everything we do. We recognize that our customers, colleagues, contractors, and other partners are central to our success and that we work in a diverse society. We acknowledge not only our legal, but also our moral responsibility to ensure all groups have equality of opportunity.
