Durban - Operations Manager at Inchcape Shipping Services

Business Need / Purpose of Role

The Operations Manager reporting to the SA Country Manager shall primarily be responsible for excellent management of the team while coordinating every Operations activity. Oversee team contribution through close contact with colleagues and potential business. Undertake marketing strategy and excellent business management relationship through maintaining data base of business associates/networks in order to generate new businesses.  The jobholder shall also ensure accuracy and promptness of information and excellent vendor management to generate loyalty and business growth for Inchcape Shipping Services. 

Objectives & Measurement – Key Responsibilities

• Streamlining Operations. Recommend improvements to department policy and direct the implementation of procedures and controls covering all areas of activity so that all relevant procedural / legislative requirements are fulfilled while delivering a quality, cost effective services to customers. Assist the Port manager in his cognate duties 
• Supervise and coordinate:  the activities of the operations team and ensure performance standards are maintained all through the execution. This includes port operations and systems. 
• Customer / Vendor Relationship. Establish and maintain effective formal and informal links with major customers, relevant departments and agencies, local authorities, key-decision-makers and other stakeholders generally, to exchange information and views and to ensure that the company is providing the appropriate range and quality of services. Maintain an awareness of customer requirements and any complaints to identify any areas that may need development or improvement. 
• Market Intelligence. Monitor competitor activity and ensure that the appropriate responses are developed to any perceived threats to business.  
• Safety, Quality and Environment. Ensure compliance to all relevant safety, quality and environmental procedures and controls across the department to guarantee employee safety, legislative compliance, delivery of the high-quality products / services and a responsible environmental attitude in accordance with ISS QMS and ISS HSE policies and procedures.  
• Budget & Cost Control. Monitor implementation of the annual budget for the location, to ensure that the budget targets are met, that revenue flows are maximized, and fixed costs are minimized, that areas of unsatisfactory performance are identified and reported. Identify potential performance improvement opportunities. 
• Debt Control. Follow up and monitor the Disbursement Accounts turnaround and debt collection with the purpose of maintaining a low average of DA’s dates, debtors and credit periods within company set guidelines. 
• Data Integrity and Quality. Monitor and evaluate the accuracy and timely updates of POP DA/ New YourISS/ One DA and any other ISS Operational System falling under the scope of the location in order to meet principals’ requirements and key performance indicators within company set parameters. 
• Leadership: Conducting effective motivation with all Operations Executive to build more excellent communication, to understand training and development needs and to provide insight for the improvement of Team and achievement of each departmental goal and to provide formal and informal feedback – in order to maximize the performance of the location. 
• Reporting: Monthly preparation & submission of Business and Operational report to provide updates of performance and any irregularities and to ensure monthly submission of other operation, commercial and Quality assurance reports. 
• Customer Service Excellence: Identify, understand, and meet internal customer needs by demonstrating high level of commitment and applying maximum efforts to achieve results to the highest quality standards thus maintaining and exceeding customer satisfaction. Applying promptly corrective actions to the service failures and ensuring that they do not reoccur in the future. 
• Agency Network. Fostering business relations with existing agency network; nurturing and maintaining international partnerships with agents based on reciprocal business resulting to increased corporate accounts and revenue for company. 

Knowledge, Skills, and Abilities:

• Competent user of the Microsoft Office suite including Outlook, Excel, and Word.
• Being able to communicate verbally/writing in a clear and concise manner.
• Balance multiple tasks, changing priorities & operate within a deadline-oriented environment.
• Good interpersonal relationship in managing people/sub-ordinates, planning, organizing 
• Excellent customer management skill
• Self-driven, organized, good communication skills
• Strong presentation with excellent analytical thinking skills
• Communication and building rapport with all kinds of people
• Authentic (doing the right thing even when no one is looking)
• Have a global perspective and be progressive thinking

Education, Qualifications, and Licenses

• 8 - 10 years’ experience in shipping and ports operations with appropriate exposure to terminal personnel, and government agencies in South Africa.
• An imbedded awareness of the location market shall be desirable
• Enlightened business acumen and strong people management is required for this position.
• Knowledge of tender submission experience in same field is essential for this position.
• Experience in monitoring the quality services provided by vendors and reviewing all related vessel invoices for accuracy in terms of time and published tariff.
• University Degree in Finance/Business related field with competence in business communication shall be required.