GBS, Senior Operation Manager

4 weeks ago

Pasig, Philippines APL Logistics Full time

Overview

Talent Acquisition Partner - SEA Region @ APL Logistics | Empowering APAC Talent Strategies

The Senior Operations Manager is responsible for the overall planning, delivery, and execution of origin and destination processes in Global Business Services – Philippines based on migrated tasks. This role requires strong leadership to manage team supervisors and leaders, analysts and document representatives, and to provide strategic directions to achieve service levels, operational excellence, and business requirements. The Senior Operations Manager maintains close collaboration with stakeholders from the region and local offices towards process standardization, optimization, automation, and issue resolution. This position reports to the Centre Head of GBS Philippines.

Key Accountabilities/Duties
  • Lead and develop leaders and team members to deliver operational excellence and a positive customer experience across migrated processes, including documentation and rating, key accounts documentation and rating, and destination-related activities.
  • Oversee day-to-day operations to prevent bottlenecks and ensure SLAs are delivered timely, accurately, and consistently.
  • Develop deep process knowledge to guide operations teams and partner with the Operational Excellence Team to drive continuous improvements.
  • Develop, implement, and review processes to drive efficiency, process optimization, and automation.
  • Collaborate with HR, IT, Continuous Improvement, and Finance to ensure timely delivery of people, financials, system, business, and process requirements.
  • Review and analyze daily/weekly/monthly performance data to drive improvement strategies.
  • People Management: interview and select candidates, plan and monitor training, evaluate performance, and foster a culture of collaboration, ownership, agility, and resilience.
  • Identify training and development programs to build a high-performing and engaged team.
Qualifications
  • Bachelor’s degree required; Master’s degree/MBA is a plus.
  • More than 5 years of relevant experience in a shared service setup, preferably in logistics and/or freight forwarding.
Requirements
  • Customer-oriented with ability to establish strong relationships with customers and stakeholders at various levels.
  • Excellent interpersonal, communication, and presentation skills.
  • Customer service mindset and passion for service excellence.
  • Ability to effectively adopt IT to enhance productivity and efficiency.
  • Good knowledge of shipping business and processes.
  • Strategic and entrepreneurial mindset; ability to contribute to strategic plans, translate them into projects, prioritize, and implement.
  • Process-driven with the ability to deep dive into processes and perform root cause analysis.
  • Proficiency in Windows and Microsoft Office.
Key Result Areas
  • Monitor and guide the team to achieve excellent day-to-day operations, meeting productivity, accuracy, and timeliness targets.
  • Develop subordinates’ operational and problem-solving skills and management capability.
  • Execute programs and initiatives with existing customers to strengthen relationships and provide value-added services.
  • Maintain proactive communication with internal and external partners and sustain collaborative relationships.
  • Review process flows to maximize center efficiency, lead key projects, and drive project results.
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