About this role
Summary
Lead and support the Yacht Management Team to provide the highest quality of Yacht Management service within agreed service levels.
Supporting the General Manager to deliver Europe Yacht Management strategy to actively improve the service we provide to our client group and support in growing the business.
Motivate, develop and support the Yacht Management Team to deliver on their priorities and ensure they are delivering the highest level of service (within contract parameters) to our clients.
Team Leadership - Yacht Management Team
Develop KPI’s and priorities for the team
Communicate and agree KPI’s and priorities
Ensure you have an overview of current issues/challenges
Assess and work to improve engagement and motivation by spending time at 1-1’s to understand motivations and aspirations.
Ensure that each YM is fully always appraised on all aspects of their Yacht Status
Ensure that you have a big picture overview of each Yacht and help and guide in solving challenges.
Continuously review of YM’s adherence to correct workflows and systems and those templates are being used consistently.
Ensure new and updated processes and systems are communicated to Yacht Managers and Administrators
Attend briefing and training. Identify any non-compliance and address with individuals.
Continuously review effectiveness and efficiency of YM’s time for billing.
Review Dovico and via meetings clients and crew.
Review how time has been spent and how time could be more effectively spent e.g. time spent on phones with
Review resourcing regularly and lead the recruitment process for additional members of the team.
Carry out quality PDR’s, New Joiner 1-1’s, communications and any other support as requested by Human Resources.
Handle conflicts and complaints within the team.
Detect needs or requests for training and organize these.
Be responsible for the creation and delivery of each YM’s development program by coordination or hands on coaching.
Support and supervise Yacht Management team to ensure clients receive service of excellence.
Management of Fee Structure
Maintain an overview of Yacht Management fees to ensure this balance and bring to attention of GM if necessary.
Ensure the yearly review of Yacht Management fees
Review fee structure and assess whether any adjustment of fees is required.
Ensure YM’s are fully appraised of fee structure to ensure that any additional services are billed
Ensure that reporting is done correctly accurately proportionately to YM fee.
Ensure YM’s are providing a service compliant with fee structure and ensuring additional services are billed.
In the event of a captain requiring more support than our contract allows support the YM in how to educate captains and identify inefficiencies to help improve on service and time management
Procurement
Liaise with Procurement Department to ensure understanding of all current and any future processes and ensure all Yacht Management team correctly apply fleet discount.
Working with Procurement Department, standardize supplier choice across the fleet as much as practicable.
Ensure YM team comply with requirement for 3 quotes are presented for each purchase request.
Support Yacht Management in reviewing questions regarding validity of purchase and purchases outside budget.
Crew employment and payroll
Support with payroll responsibilities and liaise with CES as necessary to manage these working with Crew,HR Manager and the employer to improve service.
Payments
Support Yacht Managers with approval of invoices to ensure these are released in a timely manner.
Monthly Finance Report
Review monthly finance reports against budget with each YM to ensure account balances and unpaid
Invoices are monitored and alert General Manager to any irregular expenditure.
Liaise with Head of Yacht Finance to resolve any challenges and anomalies.
Ensure monthly reporting is executed on time and carry out an overview of reports prior to these being sent to the client.
Provide coaching and guidance to Yacht Managers on quality and accuracy of reports.
Yacht Budgets
Support Yacht Manager’s in production of Yacht Budgets.
Compliance
Work closely with compliance team
Review Monthly safety management reviews
Customer Service Excellence
Delivers the best solutions for the customer both internally and externally.
Considers potential impact of all actions on our customer and has the aim to always achieve a positive outcome for Hill Robinson.
Constantly review potential for improvements in Customer Service.
Assist with new client meetings and business development
People/Team Management
Understands and implements effective delegation to team.
Meets with team regularly and caries out regular 1-1’s to ensure.
Individual priorities are effectively managed, and team members supported with challenges.
Greater understanding of individual motivations and aspirations to manage these.
Works to provide effective feedback and develop your team.
Identify and address areas of conflict effectively by seeking support for solutions.
Teamwork
Proactive cooperation with your team.
Works for solutions that all team members can support.
Communication Skills
Excellent written and verbal communication skills considering the potential impact of any communication
Ensures that Line Manager is informed about progress and problems, avoids surprises.
Positive and respectful attitude to all team members and internal and external customers.
Interpersonal awareness
Understands the interests and concerns of other internal customers. Team members etc
Knows when to escalate critical issues to own or others’ management if own efforts to enlist support have succeeded.
Ability to Influence Others
Works to gain others’ support for ideas, proposals, projects, and solutions.
Involves others in a process or decision to ensure their support and looks for win-win solutions.
Building Collaborative Relationships
Constantly working to develop, maintain, and strengthen partnerships with internal and external customers
Builds relationships with and expresses appreciation to others who have provided information, assistance support and provides assistance, information, and support to others to build a basis for future reciprocity.
Flexibility
Tries to understand the merits of other perspectives.
Demonstrates willingness to modify a strongly held position in the face of contrary evidence.
Organizational Skills
Works well under pressure often juggling an assortment of tasks and continually reassessing priorities.
Accuracy and attention to detail seeing the task through to the end.
Leadership Skills
Carries out regular team and 1-2-1 communications and participates in Team meetings
Supports the company/site/group perspective even if contrast to personal preference
Coach and mentor team to develop and improve performance
Effective delegation
It is our expectation that the post holder upholds, demonstrates and lives up to our company values and works diligently towards our strategic goals and objectives, underpinned by our 5 pillars (Sustainable Growth, Business Efficiency, Trusted Partner, Culture, and Environment, Social & Governance) and that they do so with integrity and professionalism.
Hill Robinson believes diversity drives innovation. We are proud to be an equal opportunity employer and welcome applications from candidates of all genders, ethnicities, abilities, backgrounds, and life experiences. Our commitment is to create an inclusive workplace where every individual feels respected, valued, and empowered to thrive.
When you submit this application form, your personal information contained in it will be shared with Hill Robinson. Hill Robinson will process your personal information in accordance with their own Privacy Policy.