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