Reporting structure

Reports To:

Operational Excellence Supervisor

Direct Reportees:

None

Job Summary and Purpose

Support the continuous improvement of Nakilat Agency policies, processes and procedures to improve the efficiency of its operations and processes. 
In addition, the role is responsible to analyse Nakilat Agency corporate and operational objectives/KPI’s, OPEX potential optimization initiatives, and customers’ feedback and complaints, in coordination with the direct manager, and to support achieving the company’s best interest. 

Accountabilities

Key Accountabilities: 

Operational Excellence and Continuous Improvement:
1.    Assist in ensuring that operational services are provided as per the standards to meet Clients’ expectations.
2.    Promote the continuous improvement process as a core value in the day-to-day operational activities for better procedures and efficient workflow.
3.    Assist in applying DMAIC (define, measure, analyze, improve & control) methodology during process improvement and while creating new processes to achieve Customer’s needs and resolve complications. 
4.    Provide ongoing process evaluation support and hands-on expertise in Process Improvements, Delivery, and Implementation.
5.    Develop and design appropriate tools to collect/measure and analyze Customer’s feedback & complaints.
6.    Support Management on optimizing OPEX and achieve business excellence by cost reduction initiatives. 
Audits, Incident Investigation and Risk:
7.    Carry out internal audits as appropriate to improve process and represent Nakilat Agency during internal and external audit and ensure timely closure of audit findings. 
8.    Facilitate incident investigations, corrective actions, disseminate circulars, carry out inductions & inspections.
9.    Liaise with Corporate Risk & Information Security team on Business continuity plan, role matrix & risk assessments as directed by the Operational Excellence Supervisor. 
10.    Review and update Procedures through Management of Change process.  
Initiatives’ Management & Support:
11.    Support Operational Excellence Supervisor to ensure accurate and timely billing of Ships Disbursement Accounts, and invoices collection and closure. 
12.    Assist in compiling business plans and budgets and in coordination with the Operational Excellence Supervisor. 
13.    Ensure maintenance of Nakilat Agency commercial licenses and their timely renewal in liaison with the respective functions and in coordination with the Operational Excellence Supervisor.
14.    Ensure proper management of vendors agreement in coordination with supply team, 
15.    Support the information technology initiatives in coordination with the Information Technology department.
16.    Oversee the general administrative support activities/services related to hotel accommodation, fleet (vehicles) management and any other administrative support to run Nakilat Agency operations efficiently.  
17.    Support the KPIs setting process for Nakilat Agency as well as the reporting against these KPIs in coordination with the Operational Excellence Supervisor and Nakilat Agency manager. 

Generic Accountabilities:

Quality, Health, Safety & Environment (QHSE):
18.    Adhere to all relevant IMS policies, procedures, instructions, and controls so that NAKILAT provides safe, world class, secure and environmentally responsible service to customers, the public, and its own people.
19.    Ensure NAC Employees compliance with Quality, Health, Safety and Environment elements in coordination with Corporate SHEQ. 

Policies, Systems, Processes & Procedures: 
20.    Implement approved policies, processes, and procedures, and provide instructions to subordinates to ensure their proper implementation.

Others:

21.    Carry out any other duties as directed by the immediate supervisor.

Key Result Areas

•    Manage Continuous improvement of Nakilat Agency processes, procedures, and workflows. 
•    Manage Nakilat Agency OPEX as per budget and plan. 
•    Enhance Nakilat Agency customers’ experience - Manage Customers’ feedback & complaints. 
•    Set Nakilat Agency KPIs and track their implementation.

Interactions and Working Relations

Internal:
•    Nakilat Agency Manager and Supervisors of Operations and Government Liaison. 
•    Nakilat Head Office - HR / SHEQ / IT / Immigration, Legal, GS, etc.

External:
•    Port Authorities and Principles.
•    Current and potential Customers

Qualifications, Experience and Job Skills

Qualifications:
•    Bachelor’s degree in Business Administration or any other related field.

Experience:
•    Minimum of 3 years in a Shipping Agency or Maritime industry (Middle East experience is an advantage).

Job Specific Skills:
•    Good knowledge of safety, commercial and statutory requirements, and regulations applicable to ports and vessels.
•    Good knowledge of Windows Software and Microsoft office suite. Knowledge of SAP application will be an added advantage.
•    Fluency in English (speaking, writing, reading).  Arabic will be an advantage.