Manager, Operation Management, National Control Tower

Main Accountabilities

1. Drive the team to achieve customer specific KPIs and service agreements, drive service improvement and increase customer satisfaction.

2. Drive the team to provide a optimized process, resolution on repetitive service issues and intended customer program implementation to facilitate customer retention and penalty avoidance

3. Liaise with customers to understand their service requirements and to review current performance to ensure operation excellence and timely resolution on issues surfaced, continuously deliver the service improvement;

4. Ensure tangible deliverables and KPIs of program management activities on account level for customer retention, process and cost optimization, systematic approach on operational issue resolution, service quality improvement and cost saving realization for designated accounts.

5. Drive the team to execute the agreed Control Tower Proposal and funding approach of the allocated customers.

6.Review the operations and programs with Commercial/ Implementation/ Stations/ Customers for further improvement approach; Resolve structual service/ operation issues or related escalations; Facilitate with related country and overseas stakeholders on identification of issues and drive resolution proactively by systematic analysis approach (DMAIC/ PEA/ CIP)

7. Retain a sustainable relationship with allocated customers on daily opertaion; well communicate with responsible functions to ensure the fulfilment in daily operation per service agreements.

8. Participate in and support the implementation of programs to meet mandated customer requirements

9. Handles escalations or escalates further if required

10. Support Best Practice sharing/ Lesson Learnt on regular basis internally

Job Requirements

1.University bachelor degree in a business discipline or relevant education and work experience preferably in LOGISTICS sector

2.At least 10-year working experience in a service-related role, preferably in the logistics and supply chain industry

3.Excellent knowledge of LOGISTICS and/or the freight forwarding and/or contract logistics business

Excellent Product Knowledge and Commercial Skills

4.Proven international business acumen

5.Good knowledge of project/ program management

6.Good coordination skill

7.Basic organization skill

8. Basic consultative skill

9. Good communication and interpersonal skill

10.Commitment to confidentiality

11. Logical thinking

12.Appropriate presentation skill

13.Good time management

14. Basic problem-solving skill

15. Basic presentation skill

16. Basic influencing skill

17. Basic analysis skill

18. Basic coaching skill

19. Basic training skill

20. Excellent MS Excel

21. Excellent MS PPT