Job Description

HIGHLIGHTS

• The Operations Manager is responsible for managing and ensuring the operations team provides the daily coordination, direction, and successful operations execution (on the plan, on time, on a budget) to ensure the seamless delivery of customer expectations in line with the Standard Operating Procedure and agreed commercial solution.
• As the leader of the Operations functional area, it is critical for the Operation Manager to balance management of the day-to-day activities with the medium/long-term activities, to ensure the effective delivery of the functional area of responsibility whilst ensuring the practical long-term sustainability of the customer base and strategic profile development of our client.
• As a member of the management team, the Operations Manager is a key contributor to the development by exhibiting an entrepreneurial flair for development of complexity of services, capability, and execution. 

POSITION SUMMARY

• Lead the day-to-day operations through hands-on, expert, and proactive leadership.
• Ensure cost competitiveness and margin security by developing a highly productive and efficient operation.
• Ensure that job file management, billing, invoicing, costing and reporting is carried out in accordance with requirements.
• Responsible for the financial and operational performance of the functional area.
• Drive standardization, consistency, effectiveness, and quality of operations.
• Drive a continuous improvement approach to all aspects of the branch operations, ensuring optimization of back office, control towers, and centralization

KEY RESPONSIBILITIES:

• Personnel Management
  • Motivate / Engage / Develop customer service and operations team. Ensure that team remain focused and appropriately challenged on direction, whilst remaining fully compliant with organisational goals.
  • Performance Management.   Monitor, track and improve individual staff performance, provide appropriate feedback through formal and informal mechanisms and action as appropriate non-performance issues.
  • Service Excellence.  Promote and strive for a positive customer service experience to both internal and external stakeholders. Develop systemic & automated processes and measurement. Develop & drive culture
• Oversee registration team
  • Responsibility for performance of the back office. Define and implement best practice processes and ensure compliance discipline. A key focus of this role is identification of offshoring opportunities.
• Financial
  • Daily run-rate reporting, closing jobs / capturing revenue; in conjunction with Finance Manager
  • Monthly evaluation of department financial performance; in conjunction with Finance Manager
  • Ongoing, standardized, and systemic analyses of activities, costs, operations and forecast data to determine department or division progress toward stated goals and objectives
• Systems & Service Delivery
  • Workload Planning.   Utilizing Cargowise1 workflow tool PAVE to enable appropriate workload distribution and deadline achievement
  • Interact with the company’s network of agents, define and implement processes and SOP
  • Close collaboration with global offices to share best practices, leverage resources/assets
  • Lead problem resolution. Work closely with all teams to assist problem resolution with challenging customers, to ensure long-term customer relationships and a two-way partnership.
  • Work with the Information Technology (IT) team regarding opportunities to improve work processes
• People Management and Development 
  • Identify and facilitate the career development of high performers
  • Support the reduction of turnover by understanding key drivers for leavers
  • Creating a high performing, proactive and inclusive working environment
  • Provide a safe working environment within your area of responsibility, supporting a “safety first” culture

KPI

• Deliver:
  • Budgeted targets
  • Safety targets
  • Compliance targets
  • Zero fraud & loss targets
• Customer retention; target zero loss of business due to customer service & service delivery
• Develop operations models and customer parameters to successfully deliver 99% DOT
• Customer feedback pertaining to perceived service levels and overall customer experience
• Develop systemic & automated processes and measurement. Develop & drive culture. Target 30% efficiency improvement.
• Develop a performance dashboard for Operational team and track necessary key performance indicators (KPIs)
• Achieve monthly revenue and EBIDTA targets
• 100% utilisation of Cargowise1, no operations outside the system.
• 100% auto-rating in Cargowise1 both costs and sell rates
• Monthly MME forecasting accuracy
• Development of a professional and standard business implementation programme and format
• Customer annual audits
• Entrenchment / integration with customer base
• Achieve on time delivery of material, working with supplier /carrier to book necessary space Safety Plan

KEY CHALLENGES

• The position is new, key processes and controls are immature and not enforced.
• Productivity and discipline around Operations and Customer Service is lacking; structure and discipline is required
• Change management is required around transition to offshore operations and in-house customer service

QUALIFICATIONS

Mandatory:

• Experience gained within the Freight Forwarding sector.
• In-depth understanding of Freight Forwarding Operations, able to overcome adversities in the industry.
• Strong Operations development & transition experience.
• Strong customer service experience.
• Competency or experience in CargoWise, EDI , project cargo & DG preferred.
• International & Local Transport expertise & knowledge.
• Hands-on leadership

Desirable:

• Ability to work at fast pace, multi-tasking.
• Track record of liner agency and forwarding operations.
• Sound knowledge in local reporting and compliance (Customs CMR, Rail Tagging, 1 Stop, Under bond Movements, etc.)