Job Description

The Operations Manager in the organization is a leader who manages its team to deliver on the Company’s objective to deliver what is promised to the clients. He/ She must ensure smooth operations and highest level of customer service is provided to all of the company’s clients. He is expected to be a visionary leader with pragmatic planning and excellent networking skills. The holder of the position is expected to lead a team of Declaration, Documentation, border agents, Export Departments and Logistics as well. For this position, Cost and time management is of utmost importance.

KEY RESPONSIBILITIES:

• Development and execution of all forwarding operations and strategies.
• Daily liaise with Branch Managers on various operational issues and market rate research.
• Closing and Communicating transportation and agency fee to clients and Branch Managers.
• Dealing with special arrangements for transporting refrigerated and dangerous cargoes, such as food items and medical supplies.

• Ensuring the organization is fully compliant with all necessary processes and documentation to avoid any fines / losses to the organization.
• Develop and build strong relationships with clients, Port stakeholders, Customs and transportation carriers.
• Prompt attention to all clients’ complaints within the stipulated time frame and provide feedback to management about any issues that needs escalation.
• Solicit feedback from clients and ensure all negative feedback are addressed for process improvements and proper communication.
• Ensure that all financial request and transactions are well handled (review & approval) and ensure General Manager is well informed.
• Consistency of cost effectiveness and efficiencies within freight forwarding operations.
• Conduct regular client meetings/telecon activities and take note for further follow up/actions.
• Manage, control and supervise the activities of the Clearing and Forwarding operations staff.
• Responsible to mentor, train, and develop designated operations staff.
• Ability to quote all types of cargo, especially loose / Out of Guage cargo.
• Any other job assigned by the supervisor/management.

KPI’s

• Improve clearance and transit time of all cargo handled by Our company.
• Help the organization to grow the business value (Import and Export)
• Improve Customer service to all clients.
• Provide daily update on cargo status to all respective clients and management.
• Keep staff turn-over above 70%.
• Consistently improve the team’s performance year on year on efficiency.

QUALIFICATIONS & EXPERIENCE

• Degree in Clearing and Forwarding / Shipping/ Operations Management.
• 5-7 leadership experience in Clearing and Forwarding industry.
• Proficiency in computer use and multimedia applications.
• Excellent knowledge of the TRA (Customs) processes and procedures, port systems and Shipping lines.
• SAP knowledge is an added advantage.

SKILLS AND SPECIFICATIONS

• Outstanding communication and interpersonal skills.
• Logical mindset with a desire to solve challenges while giving attention to details.
• Proven experience and vast knowledge in Freight Rate Structure
• Ability to work in a diverse environment with multicultural teams.
• Good planning and organizational skills.
• Excellent problem-solving skills and diplomacy.
• Ability to write and translate complex reports.
• Analytical and computational skills.
• Very good with numbers and remarkable cognitive memory.