Hub Agent Team Lead

Wilh. Wilhelmsen Holding ASA; Manila; On-site; PHP 850,000 - 1,150,000; Full time

Job summary

Wilh. Wilhelmsen Holding ASA in Manila seeks a proactive Hub Agent Team Lead to coordinate HUB agreements, oversee port-call execution, and lead a professional team.

You will partner with the Hub Agency Manager to ensure timely appointments and adherence to customer expectations while coaching staff and driving service quality. The role requires strong leadership, operations coordination, and a customer-centric approach to resolve issues and improve efficiency.

Qualifications

• Strong leadership and people-management skills.
• Experience coaching and developing teams.
• Customer-service oriented with focus on SLA adherence.
• Familiarity with port calls, shipping or logistics processes.

Responsibilities

• Assist Hub Agency Manager to implement and coordinate HUB agreements with customers.
• Coach, train and develop Hub employees.
• Ensure appointments are handled promptly and assigned to Operations.
• Monitor port call execution and align with Operations to meet customer expectations.
• Follow up with agents for operational and DA requirements on Hub Agreements.
• Provide ships agency support and advice to customers, Hub team and Sales.
• Assist with administrative, technical and commercial issues for Ships Agency.
• Use customer information to promote products/services and resolve challenges.
• Assist with pricing hub agreements with Sales and register/update IT systems.

Skills

Leadership

Coaching

Customer service

Port operations

Performance management

Job description

## Hub Agent Team LeadApplylocations: Manilatime type: Full timeposted on: Posted Todaytime left to apply: End Date: September 30, 2026 (30+ days left to apply)job requisition id: JOBREQ\_12895Join our global team for a career filled with opportunities to solve challenges both small and large, local and global, simple and complex.Main responsibilities• Assist Hub Agency Manager to implement and coordinate HUB agreements with customers to ensure all appointments are handled without delay and monitor execution of port calls according to customer expectations. • Support the Hub Agency Manager in coaching, training and developing Hub employee. • To ensure that all appointments are handled without delay and assigned to Operations. • To monitor the execution of the port call and work closely with Operations to ensure that we meet the customers’ expectations. • For Hub Agreements, actively follow up the relevant agents for operational and DA requirements. • Responsible for performance assessment, coaching, training and development of Ships Agency in Customer Services • Provide ships agency support and advice to customers, Hub team and Sales. • To assist and support the Ships Agency group on administrative, technical and commercial issues. • To use customer specific information related to Ships Agency in order to pro-actively promote our products and services to customers and engage actively in finding solutions to customer’s challenges. • Assist with conceptualising and pricing of Hub Agreements together with Sales. • To register and maintain agency agreement information into the IT systems available. • To report and take corrective action together with Key Account Manager or Sales Executive to ensure sales budgets are achieved and contractual obligations are fulfilled. • To ensure adherence related to regulatory issues pertaining to Ships Agency. • To provide regular feedback on technical, service quality and commercial issues raised by customers to the Ships Agency Manager, Hub Agency Manager, Global Hub Operations Manager and Global Hub Director and Sales. • To gather information required to help investigation and resolution in Final DA Settlement disputes. • To follow up complaints/non-compliances through improvement/complaint system in place. • To assist in arranging business reviews and prepare all analyses in advance, inclusive KPI reporting.AccountabilitiesThis position will be measured against: • Response to customer as per agreed targets, especially related to port call follow up and sending Disbursement to customers within agreed timelines. • HUB Team results towards delivering contractual service to customer. • Target KPI for local agent Disbursement Account • Work process efficiency • Responsible for up keeping good QHSSE (Quality, Health, Safety, Security & Environmental) practices as laid down by the company during your employment at all time