Operations Supervisor
3 weeks ago
POSITION TITLE: Operations Supervisor (Customer Service for Global Logistics)
WORK LOCATION: Pasig City
WORK SET UP: Full time | Day Shift | Hybrid
SALARY: Php50k to Php60k
JOB DESCRIPTION
The Operations Supervisor is responsible for 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 to achieve productivity, timeliness, and quality success measures, enabling business growth. He/She will also monitor and assess teams’ operational methods and processes and propose improvements.
This position reports to the Global Business Services – Operations Manager.
KEY RESPONSIBILITIES:
Operations Management
-Manages and leads leaders and members in the execution of day-to-day operations based on migrated processes which include but are not limited to:
-SEA Documentation and Rating
-ISF-related activities (Importer Security Filing)
-Possesses in-depth understanding of business and processes to effectively monitor overall performance and 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 for leaders and members and monitors team and individual performance regularly.
-Advocates process documentation and standardization toward process maturity.
-Drives key initiatives to facilitate process improvement and efficiency; partners with 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 1:1s, team huddles, and engagement initiatives.
-Identifies training and development programs for members and leaders to build a high-performing, engaged team.
Stakeholder Management
-Conducts monthly business and operations reviews with customers and stakeholders to discuss results and performance, issue resolution, process alignment, and standardization.
-Proactively communicates updates, issues, and progress requiring immediate attention or resolution with both internal and external customers.
QUALIFICATIONS:
-Bachelor’s degree required; Master’s degree/MBA is a plus.
-Minimum of 3 years’ relevant experience in a leadership capacity; experience in a shared service setup within logistics and/or freight forwarding is preferred.
-Customer-oriented with strong ability to build relationships and interact effectively with customers at various levels.
-Above-average interpersonal, communication, and presentation skills.
-Strong English proficiency.
-Demonstrates a Customer Service mindset and passion for service excellence.
-Ability to adopt/adapt information technology effectively to enhance productivity and efficiency.
-Good knowledge of the shipping business and processes.
-Displays an entrepreneurial mindset and agility to get things done.
-Process-driven and detail-oriented with the ability to deep dive into processes and perform root cause analysis.
-Proficient in Windows and Microsoft Office.
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