1. Brief Description
The Senior Operations Manager is responsible in the overall planning, delivery, and execution of origin and destination processes in Share Service Center India 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. This position reports to Share Service Center Head
Key Accountabilities/Duties
- Manages and leads leaders and members towards operational excellence and drive positive customer experience based on migrated processes which includes but not limited to:
- o Documentation and Rating
- o Key Accounts: Documentation and Rating
- o 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
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
