Operations Manager

Job Code: 106/001/349
Industry: Port & Logistics

Job Purpose:
The role will assist the Head of Operations – UAE in carrying out Port operations and all activities at the Port, to ascertain that established operational policies and procedures are adhered to by performing the following duties. Drive Operational & Service improvement at the Port by working with Commercial Teams to proactively identify and resolve all operational and customer service issues for shipping lines, hauliers, and other port users. The role will lead and manage the operations and customer service team to achieve department objectives in all aspects of operations and customer care management.

Job Responsibilities:

• Responsible for managing and executing all operational activities with due diligence and in a safe environment.
• Take care of all operational staff’s well-being and appropriate deployment under the company’s guidelines and scope.
• Responsible for client satisfaction by ensuring that services are delivered according to agreed Service Level Agreements (SLA) and other contractual obligations that are deemed necessary to the client, these obligations may reflect operational or commercial.
• Manage the Customer Service, BOE Documentation, and Warehouse team’s daily operations and ensure main responsibilities.
• Accomplished within agreed KPI and within agreed time frames.
• Manage stakeholders by maintaining good relationships, address issues and expectations, and recommend possible solutions.
• Overlook customer’s grievances and set up procedures for better customer satisfaction.
• Develop strategies for Complaint management and handling of repetitive Complaints in order to maintain high customer satisfaction.
• Develop and manage creative and effective ways to enhance engagement with customers & stakeholders as well as the wider public with an effective digital & social media plan.
• Ensure operations and customer service departments follow the company’s policies and requirements by monitoring corporate standards.
• Liaison with the Government Relations team to resolve complex issues addressed.
• Manage and ensure the implementation of the annual Customer Satisfaction Survey.
• Effectively lead the team and nurture a culture of responsibility offering learning & development opportunities.
• Assist in planning, implementing, and controlling the budget by ensuring all decisions are taken within the allocated budget.
• Review and enhance Customer Relationship Management (CRM) to incorporate all commercial processes and systems as part of the overall commercial strategy to attract and retain customers.
• Define and prioritize new processes that add value to CRM by providing faster and more efficient customer services.
• Periodic training for all staff under operations, warehousing, and documentation.
• Clearly define the role of operations and customer help desk by identifying and emphasizing key functionalities that provide value-added services and meet the requirements of customers as well as day-to-day management of operations and helpdesk activities.
• Manage revenue from services, and charges, including sign-off approval of refunds or changes.
• Maintain service to all customers, Shipping, Customer inspection and clearance, and Hauliers, actively communicating on issues and managing traffic flows arriving at the port.
• Manage escalated queries including user access, communications & data management.
• Organise, chair, produce action plans, and take Port accountability for regular customer meetings & forums, weekly, monthly & quarterly, including all aspects of the Port customer base – Shipping, Examinations, and Road.
• Work closely with the commercial team to resolve service issues.
• Implement and manage internal commentary through regular analysis and reportings to management and the Commercial department.

Job Requirements:

• Master's or bachelor’s degree in Operations Management or related field from a recognized University.
• 5 years of experience at the Senior Management level within a medium /large size seaport.
• Proven regional experience in seaport operations.
• Proficient in MS Office including, Word, Excel, PowerPoint, and Outlook.
• Good communication skills and proficiency in spoken and written English Language.
• Any subcontinent languages would be an added advantage.

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