Service Excellence

6 days ago

Pasay, National Capital Region, Philippines H&CO. International Logistics Corporation Full time $70,000 - $120,000 per year

Scope of Responsibilities:

The Service Excellence & Transformation Executive leads the continuous improvement and quality governance of H&CO's logistics operations. This role ensures that all service functions—Freight Forwarding, Brokerage, Warehousing, Customer Service, and Fleet—operate under strong performance controls, comply with industry standards, and evolve through innovation. It combines oversight of day-to-day service performance (governance) with leadership of key projects and transformation initiatives.

Key Responsibilities:

  1. Service Governance & Performance Management

a. Develop and enforce SOPs, KPIs, and quality assurance protocols across all logistics functions.

b. Monitor service delivery against client SLAs and internal KPIs, ensuring compliance and consistency.

c. Conduct operational audits, performance reviews, and root-cause analyses for service gaps.

d. Lead CAPA (Corrective and Preventive Actions) programs and risk mitigation measures.

e. Drive workforce capability-building through process training, knowledge sharing, and coaching.

  1. Project Leadership & Transformation

a. Plan and lead cross-functional improvement projects and service innovation initiatives.

b. Manage transformation roadmaps, timelines, stakeholder alignment, and rollout execution.

c. Oversee systems and digital integration projects to improve operational accuracy and efficiency.

d. Implement continuous improvement practices (Lean, Six Sigma, etc.) to drive productivity and service excellence.

e. Analyze operational data and lead performance reporting for executive decision-making.

Success Metrics:

  1. Consistent SLA/KPI achievement across functions

  2. Audit readiness and compliance ratings

  3. Timely, on-budget completion of operational projects

  4. Reduction of operational errors and delays

  5. Measurable efficiency and cost improvements

  6. Team engagement in continuous improvement

Qualifications:

  1. Bachelor's degree in Logistics, Industrial Engineering, Business, or related field (master's preferred)

  2. 5+ years' experience in service management, operations governance, or project leadership

  3. Strong understanding of logistics workflows and quality frameworks (ISO, QA, CAPA, etc.)

  4. Experience leading cross-functional improvement projects and operational transformation

  5. Excellent communication, coordination, and analytical skills

  6. Certification in Lean Six Sigma, PMP, or related disciplines is an advantage

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