Job title: Operations Manager, Global Forwarding
Job type: Permanent
Emp type: Full-time
Industry: Logistics Distribution and Supply Chain
Expertise: Supply Chain Management
Salary type: Annual
Salary: negotiable
Location: Singapore
Job published: 2022-07-29
Job ID: 32315
Contact name: Rushit Shah
Contact email: [email protected]

Job Description


Reporting Manager

Regional Operations Manager, Global Logistics




New Created


  • 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. 



  • 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 standardisation, consistency, effectiveness, and quality of operations.
  • Drive a continuous improvement approach to all aspects of the branch operations, ensuring optimisation of
    back office, control towers, and centralization



  • 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, standardised, 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.   Utilising Cargowise1 workflow tool PAVE to enable appropriate workload distribution and deadline achievement
  • Interact with company’s network of agents, define and implement processes and SOP
  • Close collaboration withglobal 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 relationship 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
  • How will this be measured:
  • 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



  • 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



  • Purchasing Team Lead
  • Sales & BD



  • Customer service & Operations Coordinator x 8
  • Operations Coordinator x 3



  • Experience & Qualifications:


  • 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



  • 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.)