ISS Group Holdings—India - Assistant Manager CLS Operations (Internal Only)

Job description

Description: Who we are? At Inchcape Shipping Services, our vision is to create a connected world where customers can trade successfully and make informed decisions in every port, everywhere. We achieve this by combining our worldwide infrastructure with local expertise, through our global network of more than 250 proprietary offices and a team of over 3,000 dedicated professionals. Our diverse customer base includes owners and charterers in the oil, cruise, container, and bulk commodity sectors, as well as naval, government, and intergovernmental organisations. 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. Main Purpose of Job: - Lead the Crew Logistics Services team to ensure the execution of business plan in an efficient way. - Determine long-range objectives and goals to meet business operation expectations. - Facilitate the implementation and evaluation of CLS procedures and policies. - Serve as the primary business contact at the VSC Hub for the client and be responsible for client satisfaction. - Consistently provide excellent customer service to accounts, as well as represent client needs and goals within the organization to ensure quality. - Build relationships with clients to encourage new and repeat business opportunities. Key Accountabilities: - Take overall ownership of assigned customers, vessel calls and operational activities from nomination through Close Estimate approval. - Lead and supervise day to day vessel operations and DA management activities ensuring timely and accurate service deliveries. - Review and validate PDA/CE costs, identify discrepancies, challenge unusual expenses and ensure commercial and financial accuracy. - Monitor operational and financial performance across assigned accounts and proactively identify risks, service gaps and escalation points. - Ensure compliance with company procedures, governance requirements, customer agreements and approved operational controls. - Act as the primary escalation point for customer, vessel, local office and stakeholder issues related to vessel operations and PDA/CE management. - Maintain regular engagement with customers, principals, ISS offices and partner agents to ensure alignment and service excellence. - Drive resolution of operational, documentation, and PDA/CE related disputes in collaboration with local offices and internal review as may be required. - Support debt management activities through follow up and coordination with AP/AR teams to achieve timely collections. - Ensure proper maintenance of operational records, documentation, reporting and audit readiness across assigned accounts. - Analyze operational trends, cost variances and customer feedback to recommend process improvements and enhance service quality. - Provide guidance, coaching and operational support to team members while promoting accountability, ownership, and continuous improvement. - Contribute to business growth through customer retention, relationship management, operational excellence and commercial awareness. Any other duties as are within the scope and purpose of the job from time to time as requested by the Line Manager and ensure full utilization of all ISS systems according to Standard Operating Procedures. Key Deliverables: - Consistent delivery of high-quality vessel operations support with minimal customer escalations. - Accurate and timely preparation, review and closure of PDA/CE jobs in accordance with agreed service standards and internal SOP/instructions/repository. - Reduction of DA variances through proactive cost scrutiny, challenge process and financial control. - Strong governance and adherence to operational procedures, controls and customer-specific requirements. - Effective management and closure of operational and commercial escalations within agreed timelines. - High levels of customer satisfaction through responsive communication and proactive stakeholder management. - Timely submission of operational reports, variance analysis, management updates and performance metrics. - Strong collaboration with local offices, partner agents, finance teams and internal stakeholders to ensure seamless vessel call management. - Improved operational efficiency, process compliance and quality performance across managed accounts. - Positive contribution towards customer retention, revenue protection, profitability and business objectives. - Development of capable and accountable team members through regular coaching, monitoring and performance support. - Demonstration of leadership, ownership, professionalism and sound decision making expected of an Assistant Manager role. - Excellent communication skills and eye to detail mindset. Core: - Customer Focus - Ethics and Integrity - Organisational Commitment - Health & Safety Compliance Key: - Business AdministrationAnalytical ThinkingAdaptability and Change - Managing Work Processes - Team Work Management: - Business Acumen - Managing Performance - Managing Change Eligibility RequirementDemonstrated exposure to end to end vessel port call management, including DA review, operational coordination, various stakeholder management, cost control and escalation handling Proven ability to independently manage customer accounts, operational challenges and commercial requirements while leading teams and driving service excellence. Minimum 6+ years of experience in the maritime industry preferably within Vessel Operations, Port Agency Operations, Crew Logistics Services / DA Cost Management. Why Inchcape Shipping Services? We believe in building a diverse and high performing workforce, that works together to provide our customers with the exceptional service they deserve. To reach the highest standards we depend on our people, their welfare, training and expertise. We realize the value of our staff and know that your unique experiences, skills and passions will help you to build a rich and rewarding career in our dynamic industry. Our values are at the center of everything we do and the successful candidate will be expected to demonstrate and fully adopt these: A diverse range of benefits, depending on your geographical location. Globally as a minimum you will receive: A retirement savings plan - - Life assurance - Holiday starting at 22 days - Healthcare - Competitive salary - Employee Assistance Programmed - Career development and progression opportunities - Values Award celebration events - Team building days Plus, much more!If you think that you have the right skills, knowledge and attitude to join our team, then we invite you to apply by simply clicking at the top of this advert!#ISSthebiggerpictureAppointment to this role will be subject to satisfactory references and possession of a valid Right to Work documentation depending upon your geographical location.Inchcape is an Equal Employment Opportunity Employer and equality; diversity and inclusion are at the center of everything we do. We recognize that our customers, colleagues, contractors and other partners are central to our success and that we work in a diverse society. We acknowledge not only our legal, but also our moral responsibility to ensure all groups have equality of opportunity In return, we will offer you: Progress - we adopt new thinking and push for positive change in our industry. The Power of People - we rely on the strength of local agent knowledge and relationships. Global Perspective - we connect the world and see the bigger picture. #LI-DNI