Who we are?
At Inchcape Shipping Services, our vision is to have a connected world in which our customers trade successfully and make better decisions in every port, everywhere. We use technology and our global network to help our partners connect to a smoother, smarter ocean. Inchcape combines its worldwide infrastructure with local expertise through our global network of over 240 proprietary offices across 60 countries and a team of more than 2,500 committed professionals. Our diverse global customer base includes owners and charterers in the oil, cruise, container, and bulk commodity sectors as well as naval, government, and intergovernmental organizations.
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.
Job Purpose:
Responsible for leading the new Onboarding team in the Husbandry hub facilitating seamless integration and onboarding of new and existing customers into the OneCape (OPTIC) system.
The role is customer-facing, requiring the person to understand the customer’s workflow & business requirements which need to be adapted to the onboarding process and workflow.
The role collaborates with the Partnership Integrations team to oversee technical integration and handles query resolution, effectively addressing and resolving customer issues to maintain high service standards.
Additionally, the role will oversee end-to-end DA processing during an initial Hypercare period to provide an excellent customer experience and ensure a smooth transition and successful handover to ongoing operations.
The role will require some travel to customer locations to meet with clients & understand and manage their expectations with regards to DA management services
Duties and Responsibilities:
Pre-Onboarding:
• Master the new OPTIC system and lead training initiatives.
• Support UAT of the new system and collaborate with the Transformation team for end-to-end work process implementation.
• Lead the production of SOPs to be adopted by the team and future DA team.
• Liaise with the commercial team for sales support and demonstrations of the OPTIC DA management system.
• Manage customer relations and ensure full business understanding and needs.
• Train Husbandry hub staff on system functionalities and processes.
Onboarding:
• Ensure the comprehensive implementation of new Hub and DA Management customers in the OPTIC system.
• Analyze and integrate customer processes with OPTIC workflow, ensuring SOP updates and integrations.
• Manage customization expectations & requests in collaboration with the Husbandry Hub manager, Commercial, contracting, and IT teams.
• Oversee training and query resolution, ensuring a smooth transition to BAU operations.
DA Production:
• Supervise daily allocation and monitoring of Open PDA, Final DAs, and SDAs.
• Step in when required and work on processing Open PDA, Final DAs, and SDAs.
• Manage, resolve, and escalate customer queries to ensure resolution and continuous improvement.
• Ensure quality control, invoice processing, and DA accuracy.
• Coordinate with clients for regular progress meetings, addressing training and process adjustments.
• Review and manage compliance and overall processes as agreed with the client.
System Utilization:
• Promote full utilization of Inchcape systems following ISS Standard Operating Procedures.
• Ensure accurate and timely data input by the team into all relevant systems.
• Speak to clients to ensure their satisfaction with the system and service.
Training:
• Train team members in the BAU for smooth handover of end-to-end client process
• Introduce BAU team members to a client to ensure a smooth transition.
Knowledge Skills Experience
• Educated to bachelor’s degree level with post–graduate completion in Accounting/Finance desirable.
• Comprehensive knowledge of shipping operations, including port experience, ship operations, and DA management.
• Understanding of basic DA accounting principles.
• Strong People Management Skills.
• Excellent Customer Services Skills.
• Problem Solving & Analytical Skills.
• Strong communication skills and the ability to travel for customer training as needed.
• Leadership ability to motivate and guide the team.
• Post-sales experience with a focus on system implementation.
• Experience in UAT and system training.
• Familiarity with SOP development and process integration.
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