ABOUT THE ROLE

The Manager Operations GF leads a team responsible for operational activities ensuring effectiveness and efficiency throughout the entire process. Ensures team achieves productivity, quality, and world-class service objectives by aligning resources and defining role expectations. Measures, monitors, and communicates results. Manages performance and supports employee growth and development. Has significant responsibility to continuously evaluate and improve operational processes, including service and cycle time optimization to meet business goals and efficiency targets. May supervise a combination of individual contributors and/or other operations leaders.

The Manager Operations GF leads a team responsible for multi-modal operational activities ensuring effectiveness and efficiency throughout the entire process. Ensures team achieves productivity, quality, and world-class service objectives by aligning resources and defining role expectations. Measures, monitors, and communicates results. Manages performance and supports employee growth and development. Has significant responsibility to continuously evaluate and improve operational processes, including service and cycle time optimization to meet business goals and efficiency targets. May supervise a combination of individual contributors and/or other operations leaders.

RESPONSIBILITIES

The duties and responsibilities of this position consists of, but are not limited to, the following:

Leadership and Talent Management:

• Outline employee role accountabilities and expectations; manage performance to ensure productivity, quality, efficiency, and service objectives are achieved
• Support the personal/professional development for assigned team. Coach and guide to improve performance and drive accountability. Provide timely feedback and problem-solving assistance via regular checkpoints and/or in response to situational needs. Understand development needs and create opportunities for experiences that support development needs
• Clearly communicate operations objectives and team/individual performance metrics
• Cascade communications on office, divisional and organizational initiatives to ensure employee’s understanding and alignment
• Employ strong change management tactics to drive desired behaviors and results.
• Partner with Talent Acquisition to establish a pipeline, recruit, select, and onboard qualified and diverse talent
• Manage annual merit and equity programs for assigned team to align compensation with performance results
• Encourage employee feedback through formal and informal channels. Acknowledge and take action on feedback to drive a trusting culture of open two-way communication, inclusivity and continuous improvement
• May participate and/or lead annual budgeting process for operations team

Business and Execution Management/Operations Leadership:

• Responsible for ensuring execution strategy is in line with business objectives
• Align resources to support efficiency and effectiveness goals.
• Establish a culture centered on quality, process, and efficiency to drive desired service levels at appropriate costs
• Continuously evaluate processes for efficiency and effectiveness.
• Work with peers and leadership to develop and implement operational strategies that deliver quality and where possible, remove friction and waste.
• Monitor team productivity and quality results and adjust as needed.
• Ensure service delivery standards are being achieved.
• Review KPI’s to identify opportunities to maximize or improve operational performance
• Ensure employee compliance to standard operating procedures and company policies
• Develop and maintain effective relationships with internal stakeholders. As necessary, review service level metrics and keep internal partners apprised of operations results, initiatives, or changes
• Remain current on business needs and changes and customer and/or carrier expectations. Partner on business development opportunities, problem resolution and work together on continuous improvement. Ensure operations teams are well-informed of business expectations and well-positioned to deliver. Serve as an operations subject matter expert. Contribute to and/or participate in customer facing initiatives; business reviews and continuous improvement initiatives as needed
• Develop, maintain, and leverage internal relationships with operations peers that reinforces a culture of one team and enables the execution of high-quality service, ethical issue resolution, and process or service improvements. Share observations, feedback and ideas to operations leadership
• Leverage technology to improve efficiency; ensure an understanding of available tools and systems to advance work processes and automation. Work with operations leadership and internal stakeholders, including IT, to drive system changes to improve effectiveness and/or efficiency. Present suggestions or improvements to drive better performance
• Maintain a strong understanding of all product offerings and modes
• Other duties or responsibilities as assigned according to the team and/or country specific requirements

SKILLS, EXPERIENCE & QUALIFICATIONS

Required:

• High School Diploma or GED
• Site Specific: Minimum 5 years Global Forwarding operations experience
• Minimum 2 years of experience leading and managing teams
• Site Specific: External Posting Only:
• Minimum 5 years of customer service in a call center or operations environment
• Minimum 2 years of leading and managing teams
• Ability to travel, depending on position location

Preferred:

• Bachelor’s degree from an accredited college or university
• Previous customer service experience
• Extensive experience working on projects and initiatives with individuals outside of peer group
• Experience or knowledge of operational excellence methodologies (i.e., Lean, Six Sigma, CSCP, etc.)
• Knowledge of emerging technology and trends
• Proficient in Microsoft Office Suite of programs
• Demonstrated ability to lead, motivate and influence others, set a positive example, and create a productive, positive environment
• Collaborative, adaptive leadership approach
• Solid written and verbal communication skills with the ability to communicate an inspiring vision and engage and motivate a team to perform at their best
• Proficiency in financial and operational performance metrics with the ability to understand and communicate them
• Strong problem solving and conflict resolution skills
• Lead change and employs a continuous improvement approach to their work
• Proven track record for delivering process/continuous improvement and change management results
• Ability to multitask and prioritize projects efficiently and effectively with superb attention to detail
• Values a diverse and inclusive work environment.

How to apply

If you are interested in this unique opportunity, please submit your application and/or email your resume to Genalyn at genalyn@bconsult.io or call on 09193126420.

Good to know

A Recruitment Pool may be established for future roles with similar focus capabilities. A file will be created for you on our database for future reference. This will be available to our team in order to facilitate any suitable future hiring initiatives. Therefore, you will also be added to our mailing list.

DIVERSITY & INCLUSION

We welcome and encourage applications from all ages and genders, culturally and linguistically diverse groups, the LGBTIQ+ community, veterans, refugees and those with disability.

NOTES:

• Please only apply if you fulfill the above criteria and have working rights in location.
• Due to time constraints, only shortlisted candidates will be contacted. However, we welcome you to give us a call for feedback on your application at any time on 09193126420.