UK - Hub Operational Excellence Executive

Who We Are

At Inchcape Shipping Services, our vision is to create a connected world where customers can trade successfully and make informed decisions in every port, everywhere. We achieve this by combining our worldwide infrastructure with local expertise, through our global network of more than 250 proprietary offices and a team of over 3,000 dedicated professionals. Our diverse customer base includes owners and charterers in the oil, cruise, container, and bulk commodity sectors, as well as naval, government, and intergovernmental organisations.

Role Summary

The Hub Operational Excellence Executive will be responsible for ensuring the consistent, efficient, and high-quality delivery of services to our Hub and DA management clients. You will act as the operational partner for clients, managing escalations, monitoring service KPIs, and ensuring seamless coordination across regional and functional teams.

This position requires strong service management expertise, knowledge of the Optic Hub system and set up, and the ability to build trusted relationships with clients while driving standardized operational excellence across multiple geographies.

Contract: Permanent

Location: London, UK (Hybrid)

Key Responsibilities

• Service Delivery Oversight: Ensure consistent and efficient execution of hub services for assigned clients across all regions both in Hub Operations (covering appointment PDA /CE and prefunding and FDA & settlement.
• Hand over from Onboarding – Work with onboarding to ensure correct system set up & mapping of processes, take handover from Onboarding team to be the first point of contact for clients
• Escalation Management: Act as the first point of contact for service delivery issues; coordinate with internal teams (IT, hub teams and senior management) to ensure timely resolution and transparent communication.
• Performance Monitoring: work with internal teams to track service delivery KPIs, SLAs, and operational metrics; proactively identify gaps and implement corrective measures.

Candidate Requirements

• Able to commute to London office twice a week.
• Ability to prioritise tasks and ensure deadlines are met / maintained.
• Ensuring timely response / resolution to customer queries.
• Detailed understanding of how a centralised Hub team works.
• Understanding of a port call process and the importance / impact of timebars, delays in payments etc.
• Ability to train different departments on systems / hub functionality to ensure closer working relationships and understanding of difficulties in processes.
• Knowledge of shipping and the roles of the customers, local agent, hub teams and how they all work together.
• Ability to prepare and present information to customers in a clear and concise manner.
• Knowledge of how to interpret data to present improvements / process changes to benefit the customer experience.
• Willingness to travel to meet customers face to face to present information and contribute toward discussions in driving improvements to processes etc.

You will receive

A diverse range of benefits, depending on your geographical location. At this instance, you will enjoy:

• A place to grow your career – we’ll help you set big goals and exceed them.
• Competitive salary package.
• Work with talented, committed, and supportive teammates.
• Value Award celebration events.

Why Inchcape Shipping Services?

We believe in building a diverse and high-performing workforce, that works together to provide our customers with the exceptional service they deserve. To reach the highest standards we depend on our people, their welfare, training, and expertise. We realise the value of our staff and know that your unique experiences, skills, and passions will help you to build a rich and rewarding career in our dynamic industry.

Our Values

Our values are at the centre of everything we do, and the successful candidate will be expected to demonstrate and fully adopt these:

• Global Perspective – we connect the world and see the bigger picture.
• The Power of People – we rely on the strength of local agent knowledge and relationships.
• Progress – we adopt new thinking and push for positive change in our industry.

Inchcape is an Equal Opportunities Employer – equality, diversity, and inclusion are at the heart of everything we do. Working in a diverse society, we recognise that our customers, colleagues, and contractors are central to our success.

Additional Information

Appointment to this role will be subject to satisfactory references and possession of a valid Right to Work documentation depending upon your geographical location.

To protect the interests of all parties, Inchcape will not accept unsolicited or speculative resumes from recruitment agencies and will not be responsible for any fees associated with them.