Job Purpose

The Operations Manager is responsible in the overall planning, delivery, and execution of origin and destination processes in Global Business Services – Philippines based on migrated tasks.

This position requires strong leadership as he/she will manage team supervisors and leaders, analysts and document representatives and provide strategic directions and guidance to consistently achieve service level agreement (SLA), operational excellence, and overall business requirements. He/she maintains close collaboration and partnership with key stakeholders from region and/or local country offices towards process standardization, optimization, automation and issue resolution.

Roles & Responsibilities

Operations Management 

Manages and leads leaders and members towards operational excellence and drive positive customer experience based on migrated processes which includes but not limited to:  Documentation and Rating  Key Accounts: Documentation and Rating  Destination-related activities  Oversees day-to-day operations of his/her department ensuring that business operates without operational bottlenecks and SLAs are delivered timely, accurately, and consistently  Develops deep process knowledge to be able to guide operations teams as well as partner with Operational Excellence Team to drive continuous improvements  Develops, implements, and reviews processes and procedures to create a fully functional infrastructure to drive efficiency, process optimization and automation  Facilitates and liaises with relevant teams such as HR, IT, Continuous Improvement, and Finance to ensure that people, financials, system, business, and process requirements are delivered timely and consistently  Reviews and analyses daily/weekly/monthly performance and other relevant data to drive improvement strategies and tactics

People Management 

Interviews and selects the right candidates for the right role; Plans and monitors training of new employees; Evaluates employees’ performance  Leads and creates a strong team culture of collaboration, ownership, agility, and resilience through weekly connects and engagement initiatives  Identifies training and development programs for members and leaders to develop a high performing and engaging team

Stakeholder Management 

Maintains strong engagement and collaboration with relevant stakeholders through a regular review calls and quarterly business review to discuss results and performance, issues for resolution, process alignment and standardization, and future plans and progress  Acts as main point of contact for escalations that require immediate resolution

Other related tasks as assigned by the direct manager

Qualifications

At least Bachelor’s degree; Master’s degree/MBA is a plus More than 5 years of relevant working experience in shared service set-up preferably in a logistics and/or freight forwarding

Requirements

Customer oriented with ability to establish strong relationships and interact effectively with customers and stakeholders at various levels Excellent interpersonal, communication and presentation skills Above average English proficiency  Possesses Customer Service mindset and passion for service excellence  Ability to effectively & efficiently adopt/adapt information technology to enhance productivity and efficiency  Good knowledge of shipping business and process   Strategic and drives entrepreneurial mindset. Proven ability to contribute to strategic plans, transform them into projects & initiatives, prioritize and implement them.  Process driven and process detailed. Ability to deep dive into processes and perform root cause analysis   Proficiency in Windows and Microsoft office

Key Result Areas

Monitors and guides team to ensure excellent day-to-day operations. Meets productivity, accuracy and timeliness targets Develops subordinates on operational skills, problem solving skills and management capability  Executes programs and initiatives with existing customers to build and strengthen current relationship with an objective to provide value added services    Proactive communication with both internal and external cooperate parties and maintain good collaboration relationship Reviews process flows to maximize efficiency at the center, takes lead on some key projects and carries out project results