HUB Agent Team Lead

Wilhelmsen Port Services; Mumbai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Wilhelmsen Port Services is seeking a Hub Agent Team Lead for Navi Mumbai to lead and coordinate port calls, Hub agreements, and team performance. You will coach the Hub staff, manage appointments with Operations, and ensure regulatory compliance across ships agency activities.

The role requires 5+ years in ships agency operations with at least 2 years in supervisory leadership, strong English communication, stakeholder management, and a strategic, results-driven mindset.

Qualifications

• Minimum 5 years in ships agency operations or shipping industry
• At least 2 years in a supervisory or team leadership role
• Strong knowledge of port agency operations, Hub Agreements, Disbursement Accounts and regulatory requirements
• Excellent verbal and written communication skills in English
• Strong planning, prioritisation and decision-making to manage multiple port calls and deadlines
• Ability to work independently, resolve operational issues and escalate critical matters
• Customer-focused with strong stakeholder management and relationship-building capabilities
• Commercial awareness to support pricing, budgets and contractual obligations
• Strong analytical and problem-solving skills, including investigation of disputes and non-compliances
• Competence in using company IT systems and platforms for operational execution and reporting
• Organised, collaborative and adaptable across the Wilhelmsen Port Services network

Responsibilities

• Assist the Hub Agency Manager in implementing and coordinating Hub Agreements with customers, ensuring appointments are handled without delay and port calls align with customer expectations
• Support coaching, training and development of Hub employees
• Ensure all appointments are promptly assigned to Operations and handled without delay
• Monitor port call execution and work with Operations to meet customer expectations
• Follow up on Hub Agreement requirements with relevant agents; manage Disbursement Accounts
• Support performance assessment, coaching and development within Ships Agency Customer Services
• Provide ships agency support and advice to customers, Hub team and Sales
• Assist Ships Agency group on administrative, technical and commercial matters
• Use customer-specific ships agency information to promote relevant products and identify solutions
• Assist Sales in pricing Hub Agreements and registering agreement information in IT systems
• Report performance and coordinate corrective actions to support sales budgets and obligations
• Ensure adherence to regulatory requirements applicable to Ships Agency activities
• Provide feedback on technical, service quality and commercial matters to management and Sales
• Gather information to support investigation and resolution of Final Disbursement Account settlement disputes
• Follow up complaints and non-compliances through the improvement and complaint management system
• Assist in arranging business reviews and KPI analyses

Skills

Hub agency operations

Team leadership

English communication

Planning & prioritization

Stakeholder management

Disbursement Accounts knowledge

Regulatory compliance

Ships Agency IT systems

Budget awareness

Problem solving

Customer service orientation

Cross-functional collaboration

Job description

Join our global team for a career filled with opportunities to solve challenges both small and large, local and global, simple and complex.

We are looking for a Hub Agent Team Lead for Navi Mumbai location, to join our company.

In Wilhelmsen Port Services, we provide our customers with peace of mind while we handle their cargo, their vessels and their crew. We handle 75,000 port calls per year, which means that every 7 minutes, anywhere around the world, we send a ship safely out to sea again to fulfil its purpose. We match local expertise with strict global standards, making sure we consistently make our customers' port calls as efficient and safe as possible.

Required experience and skills

• Graduate with a minimum of 5 years' relevant experience in ships agency operations or the shipping industry, including at least 2 years in a supervisory or team leadership role.
• Strong working knowledge of port agency operations, Hub Agreements, Disbursement Accounts and applicable regulatory requirements.
• Proven ability to lead, coach and develop a team while maintaining high standards of performance, service quality and accountability.
• Excellent verbal and written communication skills, with full fluency in English.
• Strong planning, prioritisation and decision-making skills, with the ability to manage multiple port calls and meet demanding deadlines.
• Ability to work independently, resolve operational issues and escalte critical matters appropriately.
• Customer-focused approach with strong stakeholder management and relationship-building capabilities.
• Commercial awareness and the ability to support pricing, budget achievement and fulfilment of contractual obligations.
• Strong analytical and problem-solving skills, including the ability to investigate disputes, complaints and non-compliances.
• Competence in using company IT systems and platforms for operational execution, monitoring and reporting.
• Organised, collaborative and adaptable, with the ability to work effectively across the WPS network, Sales, Key Account Management, customers, vendors and local agents.

What you will be doing

• Assist the Hub Agency Manager in implementing and coordinating Hub Agreements with customers, ensuring all appointments are handled without delay and port calls are executed in line with customer expectations.
• Support the Hub Agency Manager in coaching, training and developing Hub employees.
• Ensure all appointments are promptly assigned to Operations and handled without delay.
• Monitor port call execution and work closely with Operations to meet customer expectations.
• For Hub Agreements, actively follow up with relevant agents regarding operational and Disbursement Account requirements.
• Support performance assessment, coaching, training and development within Ships Agency Customer Services.
• Provide ships agency support and advice to customers, the Hub team and Sales.
• Assist and support the Ships Agency group on administrative, technical and commercial matters.
• Use customer-specific ships agency information to proactively promote relevant products and services and help identify solutions to customer challenges.
• Assist Sales in conceptualising and pricing Hub Agreements.
• Register and maintain agency agreement information accurately in the available IT systems.
• Report performance and coordinate corrective action with the Key Account Manager or Sales Executive to support achievement of sales budgets and fulfilment of contractual obligations.
• Ensure adherence to regulatory requirements applicable to Ships Agency activities.
• Provide regular feedback on technical, service quality and commercial matters raised by customers to the Ships Agency Manager, Hub Agency Manager, Global Hub Operations Manager, Global Hub Director and Sales.
• Gather the information required to support the investigation and resolution of Final Disbursement Account settlement disputes.
• Follow up complaints and non-compliances through the applicable improvement and complaint management system.
• Assist in arranging business reviews and prepare the required analyses in advance, including KPI reporting.

Work location: Navi Mumbai, India