The Operation Manager shall be responsible to assist on the matters pertaining to either Air & Sea Import or Export Operations for the branch assigned.
a) Coach and develop a team
Able to structure a huge team (40+ people).
Ensure that nominated people have the relevant skills.
Ensure that the use of tools and processes is properly mastered by his/her teams.
Implement the strategy for assigned perimeter.
Actively encourage the training, personal and career development of the departmental team through the annual Performance Appraisal process and regular review of industry training and certification regulations.
Maintain up to date industry knowledge and ensuring employees are kept informed of company, industry and branch news.
b) Operations
Act as mediator between customer and customs officer in case of dispute.
To attend and solve any custom related issue. Ensure all freight forwarding operations and processes are carried out in accordance to Company's objectives.
Ensure that all documentation and assignments are carried out in a timely manner.
Ensure business flow and work processes are as per ISO9001 and requirements.
Ensure operations departments provide quality service at all times.
Maintain high standards of customer care and ensure that the clients are professionally served.
Ensuring strict adherence by the departmental team to company procedures.
Produce monthly, quarterly and ad-hoc reports, as required by national / branch management, including operational and productivity KPIs.
Actively reviewing operational procedures, identifying opportunities for improvement, and promoting continuous improvement within the team.
Act as the first point of escalation for the sea freight/air freight export, import and customs team for commercial and operational issues.
Management of all employee relations matters: Timekeeping, Absence, Disciplinary and Grievance etc.
c) Billing
Ensure billing is done accurately and timely.
d) Transformation & improvement
Active participation in business reviews together with Regional Contract Manager/ Management to present contractual performance and identify common service issues.
Solve customer's recurrence service issues
Monitor the good deployment and efficiency of new operational practices with the 3PLs
e) Specific Activities
Carrying out any other request made by their manager.
Proven track record in a similar role, ideally in a 4PL environment
Experience in transport management / freight forwarding experience (Air operations)
Transport Operations Management (Airfreight, Seafreight, Rodafreight)
Team spirit and leadership
Well organized and able to structure a huge team (40+ people)
Service minded personality
Hands-on approach and curiosity, can-do and positive attitude
Problem solving ability
At ease with Web application and MS Office pack (MS Outlook).
Ability to work under pressure
Fluent in English + local language#J-18808-Ljbffr