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.

We are looking for a Hub Agent Team Lead for Navi Mumbai location, to join our company.

In Wilhelmsen Port Services, we provide our customers with peace of mind while we handle their cargo, their vessels and their crew.

We handle 75,000 port calls per year, which means that every 7 minutes, anywhere around the world, we send a ship safely out to sea again to fulfil its purpose.

We match local expertise with strict global standards, making sure we consistently make our customers’ port calls as efficient and safe as possible.

• Graduate with a minimum of 5 years’ relevant experience in ships agency operations or the shipping industry, including at least 2 years in a supervisory or team leadership role.
• Strong working knowledge of port agency operations, Hub Agreements, Disbursement Accounts and applicable regulatory requirements.
• Proven ability to lead, coach and develop a team while maintaining high standards of performance, service quality and accountability.
• Excellent verbal and written communication skills, with full fluency in English.
• Strong planning, prioritisation and decision-making skills, with the ability to manage multiple port calls and meet demanding deadlines.
• Ability to work independently, resolve operational issues and escalate critical matters appropriately.
• Customer-focused approach with strong stakeholder management and relationship-building capabilities.
• Commercial awareness and the ability to support pricing, budget achievement and fulfilment of contractual obligations.
• Strong analytical and problem-solving skills, including the ability to investigate disputes, complaints and non-compliances.
• Competence in using company IT systems and platforms for operational execution, monitoring and reporting.
• Organised, collaborative and adaptable, with the ability to work effectively across the WPS network, Sales, Key Account Management, customers, vendors and local agents.

What you will be doing:

• Assist the Hub Agency Manager in implementing and coordinating Hub Agreements with customers, ensuring all appointments are handled without delay and port calls are executed in line with customer expectations.
• Support the Hub Agency Manager in coaching, training and developing Hub employees.
• Ensure all appointments are promptly assigned to Operations and handled without delay.
• Monitor port call execution and work closely with Operations to meet customer expectations.
• For Hub Agreements, actively follow up with relevant agents regarding operational and Disbursement Account requirements.
• Support performance assessment, coaching, training and development within Ships Agency Customer Services.
• Provide ships agency support and advice to customers, the Hub team and Sales.
• Assist and support the Ships Agency group on administrative, technical and commercial matters.
• Use customer-specific ships agency information to proactively promote relevant products and services and help identify solutions to customer challenges.
• Assist Sales in conceptualising and pricing Hub Agreements.
• Register and maintain agency agreement information accurately in the available IT systems.
• Report performance and coordinate corrective action with the Key Account Manager or Sales Executive to support achievement of sales budgets and fulfilment of contractual obligations.
• Ensure adherence to regulatory requirements applicable to Ships Agency activities.
• Provide regular feedback on technical, service quality and commercial matters raised by customers to the Ships Agency Manager, Hub Agency Manager, Global Hub Operations Manager, Global Hub Director and Sales.
• Gather the information required to support the investigation and resolution of Final Disbursement Account settlement disputes.
• Follow up complaints and non-compliances through the applicable improvement and complaint management system.
• Assist in arranging business reviews and prepare the required analyses in advance, including KPI reporting.

Sounds interesting?

If you can see yourself in this role, please let us know why you are our new Hub Agent Team Lead.

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