Manager -Business Customer Support

Core Responsibilities:

• Lead and oversee daily operations of all marinas and public marine assets in Abu Dhabi, ensuring alignment with AD Ports Group’s operational standards and strategic objectives.

• Monitor operational performance, prepare reports for senior management, and drive corrective actions to achieve continuous improvement.

• Coordinate with cross-functional teams to ensure seamless facility operations and effective resolution of operational challenges.

• Manage the customer service department, ensuring efficient handling of inquiries and complaints while fostering a customer-centric culture.

• Establish, implement, and enhance customer service procedures, policies, and standards to elevate service delivery.

• Define and track customer satisfaction targets, analyze feedback, and lead initiatives to improve overall customer experience.

• Ensure compliance with local regulations, HSE requirements, and company policies across all operations.

• Evaluate and strengthen the effectiveness of the Compliance Program, embedding ethical practices into daily operations.

• Champion AD Ports Group’s compliance culture by providing leadership, guidance, and training to staff.

• Responsibilities: People Management Responsibilites:
  
  Collaborate with the Vice President - Public Marine Facilities and other leadership to align on strategic objectives.
  
  Support team development through coaching, performance management, and fostering a culture of continuous improvement.
  
  Keep senior management informed of regulatory and best practice changes and their impact on the organization.
  
  Liaise with internal and external stakeholders to ensure alignment on compliance matters.
  
  Strategic Responsibilities:
  
  Develop and deliver training programs to build risk awareness and emphasize the importance of compliance and ethics.
  
  Support staff education initiatives to ensure understanding of compliance requirements.
  
  Promote a culture of continuous improvement and learning within compliance teams and the wider organization.

Qualifications: Bachelor's degree in Business Administration, Maritime Studies, Logistics, or related field.

10 years of experience in Compliance, risk management, and customer service in ports, logistics, or maritime sectors