Garrets - Service Delivery Team Leader

About Garrets International 

Garrets International is a part of the Wrist Group. It is an experienced, always exploring maritime service partner operating in more than 700 ports and serving 35,000 seafarers worldwide. For more than 30 years, we have provided full service of provision and stores, persistently fuelling better lives on board vessels across the globe. A better life at sea is tied to health and responsibility. It is about ease; ease of mind and ease of use. Our worldwide services – powered by technology and decades of know-how – provide transparency, insight and speed making it easy to do business at competitive prices. That's why our customers trust us to deliver on board, on time and on budget. We partner closely with all our customers on budget management, nutrition guidance, chef education and food waste reduction. It all starts on board. 

Right where we like to be.

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Garrets International-Manila is looking for a Service Delivery Team Leader who will be responsible for the day-to-day supervision of the Vessel Account Managers and Stock Analysts within their respective Service Delivery Teams to ensure that all internal and external KPIs are met. Working closely with the Operations Manager and Stock Analyst Manager to ensure issues are resolved as they arrive. Supporting their respective team on the development plan, appraisal, and follow-up on goals. Attending customer meetings when required.

What you'll be doing:

• Responsible for meeting our high standard of Service, while delivering on Victualling Rates on their respective fleets
• Day-to-day management of VAM and SAT
• Facilitating Monthly Unified VR action plans on the fleet level
• 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
• Providing support and constructive challenge to VAM and SAT to support their development
• Act as a champion of the customer experience
• Set an example to the team of the 'Right First Time' ethos
• Dealing with escalations from customers or other departments

What we're looking for:

• 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-paced and dynamic environment and with different cultural backgrounds
• Capability of working effectively with stakeholders across the organization  
• Experience in supporting and driving change
• Fluent in English, spoken and written
• MS office to intermediate level
• Knowledge of ERP system AX2012 is an advantage, but not a requirement

Location: Times Plaza Building, UN Avenue corner Taft Avenue, Ermita, Manila

Work Setup: On-site

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.