Company Description
About Garrets
Garrets International operates as a division of the wider Wrist Group and represents one of the maritime Industry’s largest and most accomplished catering companies within provision and stores consumables through a global network of accredited suppliers. We operate from our headquarter in Nørresundby (Denmark), but also have branches in Romford (United Kingdom), Singapore, Manila (the Philippines) and Antwerp (Belgium) and counts a total of 115 great colleagues.
Job Description
As a Regional Operations Manager, you are expected to be accountable for the overall financial performance of their designated customer fleets and vessels, which will be delivered through 4-6 Vessel Operations Managers, whom have their direct reference into this position. Furthermore, accountable for achieving and maintaining agreed service levels, ensuring delivery against defined KPIs to support customer satisfaction and long-term retention and growth. Provide leadership and oversight to 4-6 Vessel Operation Managers, including performance management, goal setting, annual appraisals and salary review process. Drive individual development planning for direct reports and support the continuous development and effectiveness of the wider Service Delivery Team. Drive process optimization initiatives to achieve best-in-class service and participate in customer meeting on ad-hoc basis.
What you'll be doing:
- Responsible for maintaining and delivering high service standards while achieving targeted Victualling Rates across assigned fleets and vessels.
- Day-to-day management of their respective Service Delivery Team through 4-6 Vessel Operation Managers and 1 Service Delivery Team leader in direct reference and 2-3 Inventory Analysists.
- Participating in customer meetings on ad-hoc basis
- Support Operations Director by performing tasks related to resourcing and capacity planning as well as customer performance optimization.
- Work with Operations Director (and other relevant internal stakeholders across departments) to review monthly VR performance to ensure profitability across fleets and vessels.
- Work with Operations Director (and other relevant internal stakeholders across departments) to review Service Performance Metrics to ensure retaining current customer pool and growing same.
- Facilitating appraisal, goal setting, yearly salary adjustment and development for the individual with their respective Service Delivery Team.
- Review of KPI actuals versus target and deriving performance improvement opportunities.
- Analysis of Management Information to manage performance, identify trends and tackle any deteriorating metrics
- Continuously develops, reviews and implements Standard Operating Procedures to maintain operational efficiency and effectiveness – applying Business Process Management guidelines and recommendations.
- Motivates the team to provide excellent service and achieve business results by coaching and managing their performance.
- Delivering key initiatives as directed.
- Preparing for and leading monthly performance reviews with the wider business as directed.
- Providing support and constructive challenge to the Service Delivery Team Leaders and Vessel Operations Managers to support their development.
- Act as champion of the customer experience and centricity.
- Set an example to the team of the ‘Right First Time’ ethos.
- Dealing with escalations from customers or other departments by owning same.
What we're looking for:
Qualifications and Educational Requirements:
- Fluent in English, spoken and written.
- MS office to intermediate level.
- Knowledge of ERP system AX2012 is an advantage, but not a requirement
- Strong proven leadership, problem solving, communication and interpersonal skills.
- Self-motivated, service-oriented and result-oriented, able to work under pressure.
- Able to cope in a fast pace and dynamic environment and with different cultural backgrounds.
- Capability of working effectively with middle- and senior management.
- Experienced in supporting change.
- Experienced in customer facing role.
- Experienced in owning and driving financial performance across assigned customer portfolios.
Location: Times Plaza Building, U.N. Avenue corner Taft Avenue, Manila
Job Types: Full-time, Permanent
At Wrist Global, we are committed to cultivating a culture of belonging where every individual feels seen, valued, and respected.
As a global company, we aim to reflect the communities we are part of, believing that our strength comes from diverse perspectives, experiences, and the unique contributions each person offers.
We welcome applications from all qualified candidates, and we are dedicated to maintaining a recruitment process that is inclusive, fair, and respectful.
By fostering a supportive workplace culture rooted in belonging, we lay the foundation for meaningful collaboration and shared success.
