Summit Global Health

Hub Operational Excellence Executive

Summit Global Health

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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About the role

  • Ensure consistent and efficient execution of hub services for assigned clients across all regions.
  • Act as the operational partner for clients, managing escalations, monitoring service KPIs.
  • Ensure seamless coordination across regional and functional teams.
  • Work with onboarding to ensure correct system setup & mapping of processes.
  • Coordinate with internal teams (IT, hub teams and senior management) to ensure timely resolution and transparent communication.
  • Track service delivery KPIs, SLAs, and operational metrics; proactively identify gaps and implement corrective measures.

Requirements

  • Able to commute to London office twice a week.
  • Ability to prioritise tasks and ensure deadlines are met / maintained.
  • Ensuring timely response / resolution to customer queries.
  • Detailed understanding of how a centralised Hub team works.
  • Understanding of a port call process and the importance / impact of timebars, delays in payments etc.
  • Ability to train different departments on systems / hub functionality to ensure closer working relationships and understanding of difficulties in processes.
  • Knowledge of shipping and the roles of the customers, local agent, hub teams and how they all work together.
  • Ability to prepare and present information to customers in a clear and concise manner.
  • Knowledge of how to interpret data to present improvements / process changes to benefit the customer experience.
  • Willingness to travel to meet customers face to face to present information and contribute toward discussions in driving improvements to processes etc.
Benefits
  • A diverse range of benefits, depending on your geographical location.
  • A place to grow your career - we’ll help you set big goals and exceed them.
  • Competitive salary package.
  • Work with talented, committed, and supportive teammates.
  • Value Award celebration events.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
service delivery KPIsSLAsoperational metricsdata interpretationprocess mappingsystem setup
Soft Skills
prioritizationcommunicationtrainingpresentationproblem-solving