Senior Operations Representative

About the role

The Senior Operations Representative will coordinate vessels calling in the Central America and Caribbean region, acting as the primary liaison between ship operators, local port offices and sub‑agents. The role ensures that berthing, working schedules and departures meet both principal and company requirements in a fast, professional manner.

Key responsibilities

• Prepare and monitor vessel berth and working schedules in collaboration with regional agents.
• Collect and report port status updates to principals and internal teams.
• Ensure compliance with ISS standards, coding, upload and posting of DAs.
• Support regional procurement by managing sub‑agent agreements.
• Drive process improvements and maintain high standards of enquiry management.
• Monitor partner‑agent performance against KPIs and address improvement opportunities.
• Provide accurate port information, costs and quotations to customers and ISS offices.
• Generate appointments, PDA’s and related reporting messages.
• Request and follow up prefunding from principals and deliver exceptional customer service.
• Challenge and refine local processes to enhance results for ISS customers and teams.

Required profile

• Demonstrated global perspective and ability to work across diverse cultures.
• Strong understanding of maritime and port operations in Central America and the Caribbean.
• Experience coordinating with multiple stakeholders, including agents, vendors and internal teams.
• Commitment to compliance, KPI monitoring and continuous improvement.
• Excellent communication and problem‑solving skills.

Required skills