Hub Agent Team Lead

Join our global team for a career filled with opportunities to solve challenges both small and large, local and global, simple and complex.

Purpose

To manage the customers’ requirements as per the established Hub Agreement and to monitor customer service needs, follow up port calls and provide support to the customer.

Interrelations

This position reports to Hub Agency Manager and leads a team of Hub Agents. Close cooperation with Sales and Operations is required.

Formal authorities

The position has the authority to act within this Functional Description, agreed budgets and within the chart of authority as outlined in the company’s Global Integrated Management System (GIMS).

Main responsibilities

• Assist Hub Agency Manager to implement and coordinate HUB agreements with customers to ensure all appointments are handled without delay and monitor execution of port calls according to customer expectations. 
• Support the Hub Agency Manager in coaching, training and developing Hub employee.

• To ensure that all appointments are handled without delay and assigned to Operations. 
• To monitor the execution of the port call and work closely with Operations to ensure that we meet the customers’ expectations.  
• For Hub Agreements, actively follow up the relevant agents for operational and DA requirements.  
• Responsible for performance assessment, coaching, training and development of Ships Agency in Customer Services
• Provide ships agency support and advice to customers, Hub team and Sales. 
• To assist and support the Ships Agency group on administrative, technical and commercial issues. 

• To use customer specific information related to Ships Agency in order to pro-actively promote our products and services to customers and engage actively in finding solutions to customer’s challenges. 
• Assist with conceptualising and pricing of Hub Agreements together with Sales. 
• To register and maintain agency agreement information into the IT systems available.  
• To report and take corrective action together with Key Account Manager or Sales Executive to ensure sales budgets are achieved and contractual obligations are fulfilled. 
• To ensure adherence related to regulatory issues pertaining to Ships Agency. 

• To provide regular feedback on technical, service quality and commercial issues raised by customers to the Ships Agency Manager, Hub Agency Manager, Global Hub Operations Manager and Global Hub Director and Sales. 
• To gather information required to help investigation and resolution in Final DA Settlement disputes. 
• To follow up complaints/non-compliances through improvement/complaint system in place. 
• To assist in arranging business reviews and prepare all analyses in advance, inclusive KPI reporting.

Accountabilities

This position will be measured against: 

• Response to customer as per agreed targets, especially related to port call follow up and sending Disbursement to customers within agreed timelines. 
• HUB Team results towards delivering contractual service to customer.
• Target KPI for local agent Disbursement Account 
• Work process efficiency 
• Responsible for up keeping good QHSSE (Quality, Health, Safety, Security & Environmental) practices as laid down by the company during your employment at all time 

Health & Safety

As a manager:

The manager provides a healthy and safe* working environment for employees, contractors and visitors under his/her direct supervision by:

ensuring all relevant risk management processes are implemented and applied to demonstrate risk reduction. ensuring employees, contractors and visitors are trained and competent to perform their tasks safely & effectively. ensuring the appropriate personal protective equipment (PPE) are available, used, inspected and maintained. ensuring all accidents, incidents, injuries, near misses, safety risks and issues of non-compliance with health and safety procedures are reported, investigated and managed to prevent recurrence. managing and developing safety proactively; engage yourself and lead by example.

As an employee:

The employee is responsible to adhere to the company’s health and safety* requirements to ensure their own safety and the safety of their colleagues by:

• participating in risk assessment processes in the workplace
• completing required health and safety training and certifications
• following safe work practices and procedures and use personal protective equipment (PPE) when required
• inspecting equipment and the workplace regularly and actively eliminating hazards
• reporting accidents, incidents, injuries, near misses, safety risks and issues of non-compliance with health and safety procedures according to internal procedure
• Developing the safety culture at own workplace and cooperating with others on matters relating to health and safety

* this includes physical as well as psychosocial health and safety

Main Qualifications

• Formal education in business administration or at least 5 years relevant work experience. 
• Experience from ships agency operational work or other relevant shipping experience. 
• Fluent English – both in writing and speaking. 
• Ability to systematically work independently and in a team.  
• Able to meet deadlines through good time management and allocation of priorities. 

• Computer literate 

​You may submit your application to the following contact: WPS.MNL.HR@wilhelmsen.com