· Responsible to manage and execute all operational activities with due diligence and under safe environment.

· Take care of all operational staff’s wellbeing and appropriate deployment under the company's guidelines and scope.

· Responsible for client satisfaction by ensuring that services are delivered according to agreed Service Level Agreements (SLA) and other contractual obligations that are deemed necessary to the client, these obligations may reflect operational or commercial.

· Manage the Customer Service, BOE Documentation, and Warehouse team’s daily operations and ensure main responsibilities.

· accomplished within agreed KPI and within agreed time frames.

· Manage stakeholders by maintaining good relationships and address issues and expectations and recommend possible solutions.

· Overlook customer’s grievances and set up procedure for better customer satisfaction.

· Develop strategies for Complaint management and handling of repetitive Complaints in order to maintain high customer satisfaction.

· Develop and manage creative and effective ways to enhance engagement with customers & stakeholders as well as the wider public with an effective digital & social media plan.

· Ensure operations and customer service department follows company’s policies and requirements by monitoring corporate standards.

· Liaison with Government Relation team to resolve complex issues addressed.

· Manage and ensure the implementation of the annual Customer Satisfaction Survey.

· Effectively lead the team and nurture a culture of responsibility offering learning & development opportunities.

· Assist in planning, implementing, and controlling budget by ensuring all decisions are taken within the allocated budget.

· Review and enhance Customer Relationship Management (CRM) to incorporate all commercial processes and systems as part of the overall commercial strategy to attract and retain customers.

· Define and prioritize new processes that add value to CRM by providing faster and efficient customer services.

· Periodic training to all staffs under operations, warehousing, and documentation.

· Clearly define the role of operations and customer help desk by identifying and emphasizing on key functionalities that provides value-added services and meets requirements of customers as well as day to day management of operations and helpdesk activities.

· Manage revenue from services, charges, including sign off approval of refunds or changes.

· Maintain service to all customers, Shipping, Customer inspection and clearance, and Hauliers, actively communicating on issues and managing traffic flows arriving at the port.

· Manage escalated queries including user access, communications & data management.

· Organise, chair, produce action plans and take Port accountability for regular customer meetings & forums, weekly, monthly & quarterly, including all aspects of Port customer base – Shipping, Examinations and Road.

· Work closely with commercial team to resolve service issues.

· Implement and manage internal commentary through regular analysis and reporting’s to management and Commercial department.