Operation Manager

About us

Key Responsibilities

• Team Leadership & People Management • Lead and manage the APAC SPOC Operations team. • Allocate workload and resources to ensure service continuity. • Monitor individual and team performance. • Provide coaching, mentoring, and development support to team members. • Conduct regular performance reviews and team meetings. • Support employee engagement and retention initiatives. • Manage shift planning and resource scheduling when required. Operations Management • Oversee daily operational activities including: o Order Management o Shipment Tracking & Follow-up o Invoice Administration o Customer Request Management • Ensure all operational activities are performed in accordance with established SOPs and work instructions. • Monitor operational risks and implement corrective actions. • Ensure business continuity and operational readiness. Customer & Stakeholder Management • Act as the primary operational contract for customer stakeholders. • Build and maintain strong working relationships with customers and business partners. • Drive customer satisfaction through proactive communication and issue resolution. • Participate in customer governance meetings and business reviews. • Provide operational updates, performance reports, and improvement recommendations. Escalation Management • Manage operational escalations and critical incidents. • Coordinate with: o Customer’s Supply Chain Teams o Carriers o Logistics Service Providers (LSPs) o Planning Teams o Regional Management • Ensure timely resolution of customer issues and service disruptions. • Drive root cause analysis and preventive action implementation. Performance & KPI Management • Monitor key operational and service performance indicators. • Analyze operational trends and identify improvement opportunities. • Prepare and present KPI reports to management and customers. • Ensure achievement of service level targets and operational objectives. Key focus areas include: o Customer Satisfaction o Order Processing Accuracy o Invoice Accuracy o Escalation Resolution o Service Quality o Team Productivity Continuous Improvement • Identify inefficiencies and recommend process improvements. • Drive standardization and best practice implementation. • Support automation and digitization initiatives. Transition, Training & Knowledge Management • Support business migration and transition activities. • Lead knowledge transfer sessions. • Maintain SOPs, work instructions, and training materials. • Ensure new team members are effectively onboard and trained. • Establish and maintain knowledge repositories for operational activities.
• Team Leadership & People Management
• Lead and manage the APAC SPOC Operations team.
• Allocate workload and resources to ensure service continuity.
• Monitor individual and team performance.
• Provide coaching, mentoring, and development support to team members.
• Conduct regular performance reviews and team meetings.
• Support employee engagement and retention initiatives.
• Manage shift planning and resource scheduling when required.
• Operations Management
• Oversee daily operational activities including:
• o Order Management
• o Shipment Tracking & Follow-up
• o Invoice Administration
• o Customer Request Management
• Ensure all operational activities are performed in accordance with established
• SOPs and work instructions.
• Monitor operational risks and implement corrective actions.
• Ensure business continuity and operational readiness.
• Customer & Stakeholder Management
• Act as the primary operational contract for customer stakeholders.
• Build and maintain strong working relationships with customers and business
• partners.
• Drive customer satisfaction through proactive communication and issue
• resolution.
• Participate in customer governance meetings and business reviews.
• Provide operational updates, performance reports, and improvement
• recommendations.
• Escalation Management
• Manage operational escalations and critical incidents.
• Coordinate with:
• o Customer’s Supply Chain Teams
• o Carriers
• o Logistics Service Providers (LSPs)
• o Planning Teams
• o Regional Management
• Ensure timely resolution of customer issues and service disruptions.
• Drive root cause analysis and preventive action implementation.
• Performance & KPI Management
• Monitor key operational and service performance indicators.
• Analyze operational trends and identify improvement opportunities.
• Prepare and present KPI reports to management and customers.
• Ensure achievement of service level targets and operational objectives.
• Key focus areas include:
• o Customer Satisfaction
• o Order Processing Accuracy
• o Invoice Accuracy
• o Escalation Resolution
• o Service Quality
• o Team Productivity
• Continuous Improvement
• Identify inefficiencies and recommend process improvements.
• Drive standardization and best practice implementation.
• Support automation and digitization initiatives.
• Transition, Training & Knowledge Management
• Support business migration and transition activities.
• Lead knowledge transfer sessions.
• Maintain SOPs, work instructions, and training materials.
• Ensure new team members are effectively onboard and trained.
• Establish and maintain knowledge repositories for operational activities.
• Education
• Bachelor’s degree in supply chain management, Logistics, Business Administration,
• International Trade, Operations Management, or related disciplines.
• Professional certifications in Supply Chain, Logistics, Continuous Improvement, or
• Project Management will be considered an advantage.

Skills & Qualification

Qualifications

• o Order Management System (OMS)
• o Transportation Management Systems (TMS)
• o Warehouse Management Systems (WMS)
• o Microsoft Excel
• o Power BI
• o Outlook
• o Teams / Freshdesk/ SlackK
• o PowerPoint
• Key Competencies
• Leadership
• o Team Management
• o Coaching & Development
• o Decision Making
• Customer Focus
• o Customer Relationship Management
• o Stakeholder Engagement
• o Service Excellence
• Operational Excellence
• o Problem Solving
• o Root Cause Analysis
• o Continuous Improvement
• Communication
• o Strong written and verbal English communication
• o Presentation and facilitation skills
• Planning & Organization
• o Prioritization
• o Resource Planning
• o Multitasking
• Required
• o Logistics Operations
• o Supply Chain Operations
• o Control Tower Operations
• o Order Management
• o Customer Service Operations
• 3+ years of team leadership or supervisory experience.
• Experience supporting multinational customers.
• Experience in transition or migration projects.
• Experience working in business support center environments.

Preferred Qualifications

• Preferred Experience
• Preferred