Sr. Manager, Crew Support & Experience

Position Summary:

The Sr Manager of Crew Support & Experience is a Sr Manager of managers role. It reports directly to the Sr Director of Crew Support & Experience. The role is responsible for driving change and innovation, along with implementing strategic initiatives and tactical initiatives that will ensure that the Crew Support & Experience team members are meeting and exceeding business objectives while consistently achieving all financial and operational targets. The Sr Manager is expected to collaboratively partner with other members of the wider team in HR to deliver outstanding crew support & experience. This role, together with the Sr Director is the main liaison with operations and the executive teams. They are also responsible for managing the highest volume shift of supervisors, tier 2 and tier 1 agents, ensuring all crew and crew customer inquiries are handled correctly and in a timely manner.

Essential Duties and Responsibilities:

• Accountable for the overall output and performance of the Crew Support & Experience team including, but not limited to, delivering KPI targets on day-to-day basis, service levels, customer experience, quality measures, and compliance measures
• Responsible for managing largest volume shift ensuring all crew and crew customer inquiries are being handled correctly and timely
• Proactively maintain regular engagement with key contacts and stakeholders
• Business liaison together with the Sr Director, working together with operations on continuous process improvement as well as delivering clear results to leadership
• Ability to work with high volume intake, high level stress, and manage high complexity cases
• Responsible for the development of the operational talent by optimizing the skills of the team
• Responsible for the development and execution of a sustainable business continuity plan; and Succession planning to ensure key roles are filled and individual talent is recognized
• Motivate and effectively manage, and regularly coach team leaders and supervisors within the crew support & experience team to ensure delivery of overall targets and business plan
• Manage and develop the operational customer relationships by conducting (where appropriate) operational review meetings and day to day ops liaisons
• Create a culture that promotes and highlights further opportunities for services and process improvements
• Create, lead and manage transformational strategies within the department to enhance the crew experience

Financial Responsibilities

• Meet / Exceed financial targets set by the company
• Proactive financial management by working closely with the Sr Director and aligning and effectively

controlling operational costs and avoiding unnecessary / unplanned spends

Qualifications:

• Graduate of a 4-year degree from an accredited college/university in a related field and/or previous related professional level experience in one or more of the following functions: workforce scheduling, succession planning, recruiting and/or logistics services, HR Operations
• At least 10 years' experience in managing people managers and a team of at least 60 headcounts
• Experience of working in an Outsourcing or contact center operation.
  • Essential Experience/Skills: Extremely strong contact center management experience is essential to be a success in this role
• Understands complexities of contact center operations (technology, process, schedule, etc.)
• Experience in reporting, trends analysis, and presentations
• Experience in workforce and staffing management for a 24/7 operation.
• Knowledge in immigration and visa requirements related to seafarers in various geographical areas; and applicable flag state/port state regulations relative to seafarers training, licenses, and certifications.
• Proficient in MS Office (Word, Excel, PPT) with experiences in MS Project and MS Visio
• Flexibility to work in a shifting schedule, primarily in the graveyard shift, and during local holidays

Knowledge and Skills:

• Excellent leadership, people management, communication and influencing skills at a senior level

• Ability to demonstrate achievement of results e.g. business improvements, cost savings, efficiency gains, productivity improvements
• Ability to demonstrate been able to translate business strategy into day-to-day delivery
• Proven ability to train, coach, and mentor direct reports
• Able to set up the correct metrics for the team to ensure ultimate crew support and experience
• Process documentation and Governance skills: Process Mapping, Desktop Procedures, Segregation of Duties, Risk and Issues Tracking, Compliance Testing, Back-up and Succession Planning
• Knowledge of any GDS system and how it works