Manager -Business Customer Support

Job Description

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.
  
  

• 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.