Hub Agent Team Lead

About the role

Wilhelmsen Port Services is seeking a Hub Agent Team Lead for its Navi Mumbai hub. You will support the Hub Agency Manager in delivering seamless port agency services, coaching the team, and ensuring customer expectations are met.

Key responsibilities

• Assist the Hub Agency Manager in implementing and coordinating Hub Agreements, ensuring timely appointment handling and execution of port calls.
• Support coaching, training and development of Hub employees and monitor performance.
• Assign appointments to Operations promptly and monitor port call execution to meet customer expectations.
• Follow up with agents on operational and Disbursement Account requirements, and provide ships agency support to customers, sales and internal teams.
• Maintain accurate agency agreement information in IT systems, report performance, and coordinate corrective actions with sales and account managers.
• Ensure compliance with regulatory requirements and assist in dispute resolution, complaint handling and KPI reporting.

Required profile

• Graduate with at least 5 years of experience in ship agency operations or the shipping industry.
• Minimum 2 years in a supervisory or team‑lead role.
• Strong knowledge of port agency operations, Hub Agreements, Disbursement Accounts and regulatory requirements.
• Excellent verbal and written communication in English.
• Ability to work independently, resolve operational issues and manage multiple port calls under tight deadlines.

Required skills

• Proven leadership, coaching and team development abilities.
• Strong planning, prioritisation and decision‑making skills.
• Customer‑focused stakeholder management and relationship‑building capabilities.
• Commercial awareness for pricing, budgeting and contractual fulfilment.
• Analytical and problem‑solving skills for investigating disputes, complaints and non‑compliances.
• Competence in using company IT systems and platforms for operational execution, monitoring and reporting.