Hub Agent Team Lead
On-siteManila, Metro Manila, Philippines
Job Summary
Coordinate HUB agreements with customers to ensure appointments are handled without delay and monitor port call execution against expectations. Coach, train, and develop Hub employees and Ships Agency staff while providing support on administrative, technical, and commercial issues. Assist in conceptualizing and pricing Hub Agreements, register agency data into IT systems, and report feedback on service quality and commercial matters. Follow up on operational requirements, resolve Final DA Settlement disputes, and manage complaints through the improvement system. Prepare analyses for business reviews and ensure adherence to regulatory and QHSSE practices. Achieve sales budgets and contractual obligations through regular feedback loops with Key Account Managers and the Global Hub Director.
Required Qualifications
- Experience in coaching, training and developing Hub employees
- Experience in performance assessment, coaching, training and development of Ships Agency in Customer Services
- Ability to use customer specific information related to Ships Agency to pro-actively promote products and services
- Ability to assist in conceptualising and pricing of Hub Agreements
- Ability to register and maintain agency agreement information into IT systems
- Ability to report and take corrective action to ensure sales budgets are achieved and contractual obligations are fulfilled
- Knowledge of regulatory issues pertaining to Ships Agency
- Ability to gather information required to help investigation and resolution in Final DA Settlement disputes
- Ability to follow up complaints/non-compliances through improvement/complaint system
- Ability to prepare analyses and KPI reporting for business reviews
- Responsibility for up keeping good QHSSE (Quality, Health, Safety, Security & Environmental) practices
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