Operations Supervisor (Customer Service for Global Logistics)

JOB DESCRIPTION
The Operations Supervisor is responsible in providing guidance and leadership to team leaders and members to achieve both customer and business outcomes through effective communication, problem solving, and efficient process execution.

He/she will lead the team to implement and execute the right processes in order to achieve productivity, timeliness, and quality success measures and enable business growth. He/She will also monitor and assess teams’ operational methods and processes and propose ways to improve them.

This position reports to Global Business Services – Operations Manager.

RESPONSIBILITIES

Operations Management
Manages and leads leaders and members in the execution of day-to-day operations based on migrated processes which includes but not limited to:
SEA Documentation and Rating
ISF-related activities (Importer Security Filing)
Possesses in-depth understanding of business and processes to be able to effectively monitor overall performance in order to achieve service and operational excellence
Develops and implements standard operational rhythm to consistently deliver service level objectives and metrics on timeliness, accuracy, quality of work, and customer satisfaction
Sets clear and realistic goals to leaders and members and monitors team and individual performance regularly
Advocates process documentation and standardization towards process maturity
Drives key initiatives to facilitate process improvement and efficiency; Partners with both internal and external customers to implement critical actions
Conducts root cause analysis to drive permanent issue resolution

People Management
Leads and creates a strong team culture of collaboration, ownership, agility, and resilience through regular 1:1 with direct reports, team huddles, and engagement initiatives
Identifies training and development programs for members and leaders to develop a high performing and engaging team

Stakeholder Management
Conducts monthly business and operations review with customers and stakeholders to discuss results and performance, issues for resolution, process alignment and standardization
Proactively communicates updates, issues and progress that require immediate attention or resolution from both internal and external customers

QUALIFICATIONS
At least Bachelor’s degree; Master’s degree/MBA is a plus
More than 3 years of relevant working experience in the same leadership capacity; Experience in shared service set-up in a logistics and/or freight forwarding is preferred
Customer oriented with the ability to establish strong relationships and interact effectively with customers at various levels
Above average 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 processes
Drives entrepreneurial mindset and agility to get things done
Process driven and process detailed. Ability to deep dive into processes and perform root cause analysis
Proficiency in Windows and Microsoft office