Operations Coordinator

About This Role

Hiring: Operations coordinator

Location: Dubai Office

Department: Operations

Reports To: Operations Manager

Overview

The Operations Coordinator plays a critical role in ensuring the seamless execution of operational activities for PSS’ vessel-based armoury services. The incumbent will work closely with vessel-based teams, providing comprehensive support in transfer services, accommodation and armoury services, and logistics coordination of vessel-based operations. This role demands operational excellence, with a focus on continuous service delivery, customer satisfaction, and compliance with internal and external regulations.

Key Responsibilities

1. Operational Support

- Man the Operations Room on a 24/7 shift rotation, ensuring constant support and smooth operations.

- Manage day-to-day platform operations and provide office-based support for vessel transfers and other logistical needs.

- Maintain real-time updates in company logs, trackers, and databases, including the internal asset tracking system and operational records.

- Attend to client inquiries, resolving issues via phone, email, and other communication channels in a timely and professional manner.

- Coordinate with management, staff, clients, and subcontractors to promptly address operational issues and queries, ensuring 24/7 availability.

- Prepare and deliver operational reports, highlighting key performance metrics, incidents, and areas of improvement.

2. Logistics & Coordination

- Plan and oversee the scheduling, booking, and management of transfer operations, ensuring accuracy and compliance with client requirements.

- Act as the first point of contact for client concerns, investigating complaints and escalating them to the appropriate department (e.g., Fleet Manager for technical issues, Admin/HR for crew-related matters).

- Monitor and respond to vessel Estimated Time of Arrival (ETA) updates, validating client transfer requests, and addressing discrepancies.

3. Emergency Response

- Serve as the initial point of response during emergencies, executing established protocols and escalating incidents to the Operations Manager as required.

- Monitor critical operational data and ensure that key personnel are notified of significant events or incidents.

- Assist in risk assessments and support emergency preparedness efforts.

4. Compliance & Standards

- Ensure full compliance with PSS Management System and Standard Operating Procedures, particularly related to transfers and armoury operations.

- Adhere to legislative, regulatory, and industry standards, as well as internal codes of practice.

- Participate in audits and reviews, supporting continuous improvement efforts in line with company policies and procedures.

5. Continuous Improvement & Service Quality

- Identify opportunities for process improvement to enhance operational efficiency and service quality.

- Ensure that all services delivered meet the highest standards, aligned with the expectations of clients and internal stakeholders.

- Provide ongoing feedback to improve operations and assist in implementing new systems and processes.

6. Additional Responsibilities

- Support cross-departmental projects and collaborate with other teams as directed by the Operations Manager or Management.

- Manage special tasks or projects as assigned, ensuring timely and successful execution.

- Provide operational cover and assistance for other team members when required.

Key Competencies

- Strong administrative, organizational, and multitasking skills.

- High level of customer service orientation with the ability to manage client expectations and resolve issues effectively.

- Expertise in logistics management, with the ability to handle complex operational scenarios and make sound decisions under pressure.

- Proficiency with Microsoft Office, Google Workspace, and bespoke company software for asset tracking and operations management.

- Ability to work autonomously and as part of a team in a fast-paced and dynamic environment.

- Technical acumen and adaptability in learning and working with specialized software systems.

Shift Structure

The Operations Coordinator role operates on a 24/7 rotation with three key shifts:

- Morning Shift: Typically managed by the Senior Coordinator/Team Leader, as most bookings, complaints, and client issues arise during this time.

- Mid-Shift: Handles ongoing bookings and updates, continuing from the morning shift’s tasks.

- Night Shift: Responsible for maintaining operational backups and preparing for upcoming transfers, ensuring any unresolved issues from earlier shifts are addressed.

Available to start immediately

Pay: Up to AED4,000.00 per month

Work Location: In person