Job roles & responsibilities:
Relationship management
- Establish, maintain, and develop relationships with key contacts within the customer organization and obtain a clear understanding of the customer’s strategy and their operational challenges.
- Establish and maintain active and constructive relationships with other teams in the organisation.
Customer success & service
- Work closely with the Fleet Group and Crewing Operations to ensure service delivery as per contract with the customers and escalate performance issues where required.
- Prepare/participate in, developing customer specific strategies with respect to crew performance, crew retention, future business growth. Review and prepare options for future crewing strategies for assigned customers.
- Develop and deliver effective onboarding and transition plans for new clients / new vessels.
Operational management
- Function as the point of contact in escalation of all crew matters between the Fleets and the Crewing Operations.
- Support the Fleet in managing the crew in respect of on-board performance and procedures and maintaining an overview of compliance.
- Ensure that Crew Management deliver upon the KPI’s agreed between customer, Fleets and Crew Management.
- Assure prompt actions and resolutions are taken upon customer complaints and responded to according to the expectations of the customer.
- Manages promotion pipeline of officers under the BU.
- Start-up reports in OSM’s Improvement Reporting Information System (IRIS) whenever there are customer complaints/deviations/accidents where OSM crew have been involved or reason for entering a suggestion for Improvement.
- Monitor accidents/incidents/diseases (IRIS) reported in the team.
Budget Management
- Prepare, discuss, and secure owners approval for budget revision every year. To share and monitor the client feedback with CM on budget numbers and monthly/ annually spent.
Emergency and Contingency Planning
- Tasks related to Company’s Emergency Contingency Plan
Education and qualification
- University degree/diploma University Degree or Maritime College/Diploma within related field.
Experience & skills
- Minimum 5 years’ proven track record in shipping/ related experience in crewing operation.
- Organised and strong planning/time management skills
