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About WPS
Wilhelmsen Port Services (WPS) delivers seamless port experiences to vessels around the world. As a global leader in ships agency and marine services, we ensure safe, efficient, and consistent operations across all port calls through trusted partnerships and a strong global network.
Purpose
To support the Hub Agency Manager in managing customer requirements under established Hub Agreements, ensuring timely execution of port calls, and providing excellent service delivery to our customers.
Interrelations
This position reports to the Hub Agency Manager and leads a team of Hub Agents. Close cooperation with Sales and Operations is essential.
Key Responsibilities
- Support the Hub Agency Manager in implementing and coordinating Hub Agreements to ensure timely handling of all appointments and smooth port call execution.
- Supervise and guide the Hub team, providing coaching, training, and development support.
- Monitor port calls closely and collaborate with Operations to meet customer expectations.
- Follow up with local port agents for operational updates and DA requirements.
- Oversee performance assessment and development of Ships Agency personnel within Customer Services.
- Provide agency support and advice to customers, Hub teams, and Sales.
- Support administrative, technical, and commercial aspects of Ships Agency operations.
- Use customer insights to proactively promote WPS services and develop tailored solutions.
- Assist Sales in conceptualising and pricing Hub Agreements.
- Maintain accurate and updated agency agreement data in company systems.
- Collaborate with Sales and Key Account Managers to ensure budget targets and contractual obligations are met.
- Ensure compliance with all regulatory and company requirements related to ships agency.
- Provide regular feedback on operational, service quality, and commercial matters.
- Support investigations and resolution of Final DA Settlement disputes.
- Manage and follow up on customer complaints and non-compliance cases through established improvement systems.
- Assist in preparing and analysing data for business reviews, including KPI reporting.
Qualifications
- Diploma or degree in Business Administration, or at least 5 years of relevant experience in ships agency operations or related maritime roles.
- Strong command of written and spoken English.
- Proven leadership and team development skills.
- Highly organized, independent, and capable of managing multiple priorities.
- Proficient in Microsoft Office and other digital business tools
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