Manager, GBS Operations

MAKING THE IMPOSSIBLE, POSSIBLE

APL Logistics provides innovative, global supply-chain solutions across Automotive, Consumer, Industrial and Retail markets. These solutions include Order Management, Distribution & Fulfillment, Customs Brokerage and Transportation products delivered across six regions. We also pioneered the use of visual data analysis and offer a robust Data Management and Analytics product suite to help you understand and solve complex problems that span systems and processes. Our brand was built alongside a culture of deep customer focus and attention, and we are known for providing flexible solutions to complex problems.

AT THE HEART OF OUR OFFERING IS A GLOBAL, CROSS-FUNCTIONAL ABILITY TO MANAGE CUSTOMER ORDERS FROM ORIGIN ALL THE WAY TO FINAL DESTINATION VIA A NETWORK OF GLOBAL PROFESSIONALS.

Job Purpose*

The Manager, GBS Operations  is responsible in 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 in order to achieve productivity, timeliness, and quality success measures and enable business growth.  He/She will also monitor and assess teams' operational methods and processes and propose ways to improve them.

This position reports to Senior Operations Manager, GBS Operations.

Roles & Responsibilities*

Operations Management

• Manages and leads leaders and members in the execution of day-to-day operations based on migrated processes which includes but not limited to:
• SEA Documentation and Rating
• ISF-related activities (Importer Security Filing)
• Possesses in-depth understanding of business and processes to be able to effectively monitor overall performance in order to 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 to leaders and members and monitors team and individual performance regularly
• Advocates process documentation and standardization towards process maturity
• Drives key initiatives to facilitate process improvement and efficiency; Partners with both 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 1:1 with direct reports, team huddles, and engagement initiatives
• Identifies training and development programs for members and leaders to develop a high performing and engaging team

Stakeholder Management

• Conducts monthly business and operations review with customers and stakeholders to discuss results and performance, issues for resolution, process alignment and standardization
• Proactively communicates updates, issues and progress that require immediate attention or resolution from both internal and external customers

Qualifications*

• At least Bachelor's degree; Master's degree/MBA is a plus
• More than 3 years of relevant working experience in the same leadership capacity; Experience in shared service set-up in a logistics and/or freight forwarding is preferred

Requirements*

• Customer oriented with the ability to establish strong relationships and interact effectively with customers at various levels
• Above average 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 processes
• Drives entrepreneurial mindset and agility to get things done
• Proficiency in Windows and Microsoft office
• Process driven and process detailed.  Ability to deep dive into processes and perform root cause analysis

Key Result Areas*

• Monitors and guides teams to execute seamless day-to-day operations
• Ensures all tasks and deliverables are completed within customer and operation's defined service level agreement
• Develops leaders and members on operational and problem-solving skills as well as the needed soft skills to provide positive customer experience
• Proactive communication with both internal and external parties and maintain good collaboration relationship
• Reviews process flows to maximize efficiency at the team, takes lead on some key projects and carries out project results