GBS, Senior Operation Manager (Shared Service Center)

Key Responsibilities

• 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

Qualification & Requirements

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

Benefits

• Health Insurance Benefits
• Transport Facilities
• Work From Home Policy
• Other Perks and Benefits…