Chile - Regional Operations Center Manager (Rom)

hace 2 semanas

Santiago, Chile ISS Group Holdings Limited A tiempo completo

**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 "E_xcellence in Service Delivery_” of Regional Operations Centre (ROC) in accordance with Customer’s SLA and company’s 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

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