Operations Manager

About the role

At Inchcape Shipping Services, we don’t just move ships—we help connect the world. With a vision for a connected world, our 3,000+ professionals across 60+ countries and 250+ offices bring together local expertise, global perspective, and deep maritime knowledge to help our partners connect to a smoother, smarter ocean. We are a global team made stronger by the people within it. Wherever you are in the world, you’ll be part of something bigger—working alongside talented colleagues, building meaningful relationships, and helping shape the future of our industry.

Business Need / Purpose of Role

The Operations Manager is responsible for overseeing Service Delivery Excellence to our Principals. Serves as the subject matter expert for operational matters and for support within the Region. Creating opportunities for operational improvement, finding the strengths of team members and sharing best practices within the Port. The Operations Manager books relevant services and undertakes vessel boarding as required to support Operations Representatives.

Responsibilities

• Service Delivery: Ensure service delivery is provided to the highest standard by coaching Operations Representatives on customer service, problem solving and being proactive
• Maintain a positive and collaborative culture
• Establish and maintain relationships with government departments and agencies, local authorities and stakeholders
• Act on escalated matters that require an immediate response and engage in conversation with customers to address any issues or concerns
• Ensure that employees have a common purpose and maintain a culture where the staff supports one another
• Operations: Advise Local Authorities on vessel details and liaise with Vessel Master and Principal Operator daily
• Acknowledge Appointments and Create PDAs
• Always perform accurate and timely updates of systems
• Monitor and manage vessel activities to efficiently schedule Operations Representatives’ work activities
• Participate in recruiting activities to identify and evaluate candidates for promotion and hire as needed
• Develop and maintain relationships with Local Vendors. Review and report their performance on a periodic basis
• Update Daily Handover and monitor email traffic for the office
• Ensure that all work is done meeting compliance and QHSSE standards
• Financial: Continually seek new methods to reduce operational costs and find efficiencies
• Full utilization of the Company’s Operating Systems as per company operating procedures, as directed by line manager

Knowledge, Skills, and Abilities

• Must be Subject Matter Expert on Port Operations
• Must have knowledge of shipping documentation i.e. Bill of Lading
• Must have knowledge of local maritime laws, rules & regulations of US Gulf coast region
• Must be able to obtain a TWIC card
• Must have dependable transportation and possess a valid license
• Expertise in international, federal, state and/or local laws, rules and regulations for operations and security (USA & IMO)
• Strong knowledge about the local market, competitor and industry trends
• Demonstrated results – performance, leadership and organizational wise
• Ability to leverage internal and external relationships to expand business opportunities
• Strong verbal and written communication skills in order to communicate with a multinational network
• Strong business partner and relationship building capabilities across a diverse international group
• Quick thinking and comfortable in working in a fast-paced environment where each day brings new challenges
• A self-starter; happy to pitch into the day-to-day where necessary
• Ability to board vessels via gangway and/or pilot ladder alongside berth and over open water
• Climbing, ascending, descending ladders, stairs, ramps using feet and legs and/or hands and arms
• Must be able to lift and carry 50 lbs
• Subject to inside and outside environmental conditions (cold, heat, wind, rain, snow)
• Must possess an advanced proficiency with Microsoft Word, Excel, PowerPoint, SharePoint, and Outlook
• Balance multiple tasks, changing priorities & operate within a deadline-oriented environment

Education, Qualifications, Certifications, And Licenses

• Education/Experience: Bachelors degree in Maritime or Business Administration or a related major from a public or accredited private academic institution desired
• 2-4 years’ experience in general maritime industry (mostly vessel operations) with exposure to various commodities and vessel types utilized in the port of employment
• Licenses: Expected to travel around specific port/terminal locations and surrounding areas and must possess their own reliable transportation, a valid "non-expired" state drivers' license, and vehicle insurance coverage
• Once selected for employment, federal regulations require that the applicant must either undergo a federal background check as part of the Transportation Worker Identification Credential (TWIC) program or already possess a TWIC. The TWIC must be obtained within 30 days of appointment, and be maintained for the duration of employment