Operations Excellence Lead (Maritime/Crewing/Onboarding Experience)

WPS Business Solutions Philippines Inc.; Pasay; On-site; PHP 600,000 - 840,000; Full time

Job summary

WPS Business Solutions Philippines Inc. seeks an Operations Excellence Lead to support the adoption and user experience of Crew Auxiliary Services for seafarers.

You will act as the primary contact, ensure onboarding success, and drive continuous improvement to maximize participation and service value. Responsibilities include onboarding, training, and engaging seafarers; coordinating with internal teams and partners; monitoring adoption and reporting with actionable insights; and ensuring

Qualifications

• Bachelor's degree or diploma in Business, Human Resources, Maritime Studies, Finance, Customer Service, or a related discipline.
• 3–5 years of experience in operations, customer service, member services, crew administration, Marine HR, employee benefits, financial services, or a similar customer-facing role.
• Experience supporting onboarding, service delivery, or customer/member engagement programs.
• Strong communication and presentation skills, with the ability to explain services and processes clearly to diverse audiences.
• Experience coordinating with multiple stakeholders and managing operational processes.
• Proficient in Microsoft Office and comfortable using digital platforms, CRM systems, or customer support tools.
• Experience in the maritime industry or working with seafarers is an advantage but not essential.
• Customer-centric mindset with a passion for delivering an excellent user experience.
• Strong interpersonal and relationship-building skills.
• Organized, detail-oriented, and able to manage multiple priorities.

Responsibilities

• Promote Crew Auxiliary Services to seafarers through onboarding sessions, training, and engagement activities.
• Educate seafarers on available services, program benefits, eligibility, and participation requirements.
• Support the onboarding and enrolment process, including account setup, documentation, and user activation.
• Provide first-line support for enquiries and coordinate with internal teams and service partners to resolve operational issues.
• Champion a positive user experience by identifying pain points, collecting feedback, and recommending service improvements.
• Monitor service adoption, participation and user engagement through system data, flag anomalies, data errors and stalled or failed activations for resolution, and produce regular reports and insights with recommended actions.
• Prepare and upload periodic reports into the designated reporting platform, ensuring data is accurate, complete and submitted within agreed deadlines.
• Support the launch and operational implementation of new Crew Services, including communication, training, and change management.
• Ensure operational processes are executed accurately, efficiently, and in compliance with company policies and service standards.

Skills

Maritime experience

Customer onboarding

CRM systems

Stakeholder coordination

Data reporting

MS Office

Education

Bachelor's degree in Business/Related

Tools

CRM platforms

Microsoft Office

Data analysis tools

Job description

The Operations Excellence Lead is responsible for supporting the successful implementation, adoption, and ongoing user experience of Crew Auxiliary Services for seafarers. The role acts as the primary point of contact for seafarers, ensuring they understand available services, can access them easily, and receive timely support throughout their user journey. The individual promotes service awareness, facilitates onboarding, gathers user feedback, and helps drive continuous improvement to maximize participation, satisfaction, and service value.

Key Responsibilities

• Promote Crew Auxiliary Services to seafarers through briefings, onboarding sessions, training, and engagement activities.

• Educate seafarers on available services, program benefits, eligibility, and participation requirements.

• Support the onboarding and enrolment process, including account setup, documentation, and user activation.

• Provide first-line support for enquiries and coordinate with internal teams and service partners to resolve operational issues.

• Champion a positive user experience by identifying pain points, collecting feedback, and recommending service improvements.

• Monitor service adoption, participation and user engagement through system data, flag anomalies, data errors and stalled or failed activations for resolution, and produce regular reports and insights with recommended actions.

• Prepare and upload periodic reports into the designated reporting platform, ensuring data is accurate, complete and submitted within agreed deadlines.

• Support the launch and operational implementation of new Crew Services, including communication, training, and change management.

• Ensure operational processes are executed accurately, efficiently, and in compliance with company policies and service standards.

Skills and Qualifications

• Bachelor's degree or diploma in Business, Human Resources, Maritime Studies, Finance, Customer Service, or a related discipline.

• 3–5 years of experience in operations, customer service, member services, crew administration, Marine HR, employee benefits, financial services, or a similar customer-facing role.

• Experience supporting onboarding, service delivery, or customer/member engagement programs.

• Strong communication and presentation skills, with the ability to explain services and processes clearly to diverse audiences.

• Experience coordinating with multiple stakeholders and managing operational processes.

• Proficient in Microsoft Office and comfortable using digital platforms, CRM systems, or customer support tools.

• Experience in the maritime industry or working with seafarers is an advantage but not essential.

• Customer-centric mindset with a passion for delivering an excellent user experience.

• Strong interpersonal and relationship-building skills.

• Organized, detail-oriented, and able to manage multiple priorities.