India - CLS Operations Manager - (Internal Only)

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 and 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.

Main Purpose of Job:

• Lead and manage the entire Husbandry Hub operations team to ensure service excellence, commercial growth, and operational efficiency across Husbandry Hub.
• Drive strategic planning, performance management, and continuous improvement initiatives to achieve business objectives.
• Act as the senior operational focal point for global and regional stakeholders, ensuring seamless coordination, compliance, and exceptional customer satisfaction.
• Strengthen client relationships, expand business opportunities, and represent the CLS function in management reviews and strategic forums.

Key Accountabilities:

Operational Leadership & Strategy

• Oversee end‑to‑end Husbandry operations-from Service Request receipt to DA approval and closure.
• Develop long-term operational strategies aligned with business priorities and global CLS standards.
• Implement process improvements to enhance efficiency, reduce errors, and increase service quality.
• Ensure strict adherence to SOPs, KPI benchmarks, Client Hint list, HSSE guidelines, and compliance frameworks.

Client Relationship & Service Excellence

• Serve as the senior point of contact for escalations and strategic discussions with global clients.
• Ensure timely communication of operational updates, challenges, and performance insights.
• Drive initiatives that enhance customer satisfaction, retention, and repeat business.
• Collaborate with regional/ /local offices to ensure consistent service delivery and issue resolution.

Team Management & Development

• Lead, mentor, and develop Assistant Managers, Team Leaders, and Operations Executives/Sr Executives.
• Conduct performance evaluations, workforce planning, and succession planning.
• Create and execute annual training and capability‑building programs.
• Foster a culture of ownership, teamwork, and continuous learning.
• Act as escalation point for resolutions on matters to clear out.

Financial & Commercial Oversight

• Monitor DA accuracy, cost control and credit control coordination.
• Secure prefunding as applicable including revision, additional estimates based on services added later.
• Support budgeting, revenue planning, and variance analysis.
• Review and approve client agreements, tariffs, and rate updates.
• Monitor and help in reducing outstanding receivables.

Governance, Reporting & Continuous Improvement

• Ensure full utilization and compliance of all ISS systems and operational platforms.
• Maintain strict document control and audit compliance.
• Review and validate operational KPIs, dashboards, and performance analytics.
• Lead internal audits, operational reviews, and root‑cause analyses.
• Identify and implement process improvements to enhance operational efficiency.

Cross-Functional Collaboration

• Collaborate with Finance, HR, Training, Commercial, and IT teams to meet organizational objectives.
• Participate in global CLS calls, strategy meetings, and new project rollouts.
• Engage with port agents, vendors, and service partners to ensure smooth operations.

Business Development & Innovation

• Identify opportunities to expand CLS offerings and improve margins.
• Support bid preparation, RFPs, and onboarding of new global accounts.
• Promote digital transformation and operational excellence initiatives.

Key Deliverables:

• High customer satisfaction & SLA achievement
• Accurate, error free and timely PDA/CE delivery service based
• Efficient team performance and low attrition
• Strong compliance and audit readiness
• Process improvements and automation adoption
• Revenue protection and cost optimization
• Effective stakeholder communication and issue resolution
• Timely submission of management reports and analytics
• Considering operations availability round the clock to ensure prompt responses.

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