Head Of Commercial & Service Excellence

Head of Commercial & Service Excellence

Overall Purpose of the Role:

To manage organizational commercial matters and ensure service excellence across all sectors of the business.
To support and identify new business opportunities, including new products and services, leading to commercialization.
Analyze client data and create reports to identify areas of business growth.
Manage client relationships, map the key client needs and align a holistic and proactive approach across the various departments to ensure improved service delivery and client experience.

Responsibilities:

Responsible for the commercial management of product development and services.
Responsible for teams working to win new business, to explore new avenues of activity and to seek out opportunities in order to help OneCare and OnLearn to develop and grow.
Financial management of projects and risk assessments.
Compiling tenders and bids to win new business.
Negotiating contracts and liaising with legal for finalizing contractual agreements.
Look to strategically improve procedures by reviewing and developing operational process flows for streamlined organizational performance.
Organize periodical customer service review meetings in collaboration with the relevant departments.
Identify key client needs and expectations, produce and coordinate service deliverables into action plans and actions across relevant departments.
Liaise closely with all department managers to ensure client satisfaction, achievable actions, and deadlines are captured.
Work closely with internal and external stakeholders to ensure service excellence based on service level agreements.
Monitor Key Clients progress and escalate any issues that risk the business expansion or risk of losing business.
Promote OneCare and OneLearn capabilities and services to Group Companies and collaborate with Group colleagues for cross-selling opportunities.
Update CRM in a timely manner for directly owned business opportunities.
To take responsibility of any other coherent responsibilities as they are defined by Management.

Qualifications:

Undergraduate degree in Business Management, Shipping or related fields.
At least 10 years relevant managerial experience and adequate experience in customer facing roles while engaging with senior stakeholders.
Strong negotiation and project management skills.
Understanding of customer development processes.
Creative thinker, capable of delivering innovative client solutions, from concept to implementation.
Able to lead a diverse and remote team members.
Ability to effectively manage conflicting needs of stakeholders.
Excellent communication skills both as a team player and as an individual, to senior management level
Highest personal integrity standards, a positive outlook and be self-motivated to develop & succeed.
Ability to travel on a regular basis based on needs.
Microsoft Office experience, including Excel and Power Point.

Desirable:

MBA or Master’s degree in related field.
Previous experience in the maritime industry, with focus on the human capital dimensions of wellbeing and learning.