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Operations Manager

Date: 10-Jul-2019

Location: Manila, Philippines

Company: Panalpina

Req ID: 161103
Job Function: Ocean Freight
Full-Time/Part-Time: Full-time
Contract Type: Regular Employment
Job Level: Management
Purpose of the position

This position is responsible for the operational management, quality and service delivery for the assigned process clusters and/or global/regional support services and/or solutions delivered through the Global Business Services (GBS) – Manila organization.

Key Tasks

*

* Manage shared service center operations including employee leadership, overall responsibility for process and service provision for assigned process/support/solutions cluster

* Communicate all operational requirements and changes to teams to ensure seamless execution.

* Ensure adherence to SLA and monitor overall performance (esp. in terms of costs, productivity, quality) of service center

* Implement and align CIP measures to improve performance, reduce cost, improve service levels together with GBS overall and BU management

* Manage stakeholder communications including resolving disputes with business partners

* Ensure regular reporting and alignment with SDL

Key Tasks

*

* Manage shared service center operations including employee leadership, overall responsibility for process and service provision for assigned process/support/solutions cluster

* Communicate all operational requirements and changes to teams to ensure seamless execution.

* Ensure adherence to SLA and monitor overall performance (esp. in terms of costs, productivity, quality) of service center

* Implement and align CIP measures to improve performance, reduce cost, improve service levels together with GBS overall and BU management

* Manage stakeholder communications including resolving disputes with business partners

* Ensure regular reporting and alignment with SDL

Responsibilities

* Responsible for overseeing hiring, training/development of all staff, as well as collaborating with Customers / Business Partners on strategic planning, productivity optimization, business solutions and problem resolution.

* Conducts strong coaching, excellent leadership and strategic planning, overseeing development and training of Team Leaders / Agents on appropriate skills to support customer requirements.

* Responsible for leading process improvements, productivity enhancements and project management

* Responsible for overseeing and managing all Business Continuity planning activities.

* Works closely with Customers / Business Partners and Service Delivery Lead to fully understand growth opportunities with our strategic initiatives and executes these initiatives effectively to meet objectives and achieve productivity and financial goals.

* Consistently strives to achieve organizational objectives and drives accountability and expectations with direct reports to ensure specific performance standards and measurements are established and met.

* Monitors operational statistics and reporting trends, including reports, production statistics and volume projections, and takes appropriate action to ensure customer needs are satisfied and growth targets are met.

* Creates and maintains an environment that promote positive communication within the department and business partners, foster team work while driving MNL GBS’ high performance culture

* Manages headcount including team productivity validation, headcount planning, and bench strength development.

* Oversees administration of performance appraisals and provides feedback to direct reports in a timely fashion. Meets with direct reports on a monthly basis to discuss performance, and provide coaching and development opportunities.

* Oversees handling of all disciplinary situations appropriately and in a timely manner. This includes proper supporting documentation for all disciplinary matters.

* Finds new methods, techniques and procedures to improve and streamline existing processes and procedures in an effort to continue to exceed customer requirements and deliver efficiency.

Function / Market & Industry Knowledge / Business Acumen / Process working

* Excellent business understanding / business administration competence

* Solid understanding of internal customer, products and internal processes

* Knowledge in freight forwarding and logistics

* Good understanding of SSC concept and related processes, incl. customer interface management, service management and SLA

* Experience in SSC performance management, incl. the fundamentals of finance and profitability

* Knowledge of trends and challenges for the industry

* Willingness to work on shifting schedules, weekends and holidays as required

* International experience / work experience abroad an advantage

* Willingness to travel

Skills & Competencies

Leadership Competencies

*

* General management and solid people leadership skills

* Is familiar with entrepreneurial and strategic matters

* Strategic and planning skills (ability to translate strategy to operational planning and to execute)

* Excellent sense of responsibility and ability to make effective decisions, experienced in conflict management

* Proven track record in building high performing workforce: experienced in recruitment / selection; performance management

* Ability of effective people management through KPI setting and measurement

* Willingness to challenge the status quo and to drive innovation and change

* Excellent communication skills; openness and confidence

* Ability to influence and convince others in a way that results in acceptance and agreement

Business Competencies

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* Strong decision making capabilities and high accountability: credibility, assertiveness

* Organizational skills: prioritize, plan, assign and control

* Execute and apply leadership and management according the Panalpina Leadership competency model

* Customer focus: monitors customer expectations continuously

* Network and relationship building

* Willingness to involve stakeholders in decision making, to get buy-in and to implement solutions

Personal Competencies

*

* Excellent sense for quality and intercultural differences

* Good team working skill

* Integrity

* Act as a Role Model for Corporate Values and fully adhere to the Code of Conduct

* High commitment and positive attitude in the face of setbacks and obstacles

* Capability to handle high stress levels (Ability to work under pressure and deal with tight deadlines)

* Ability to coordinate efforts/resources within and across boundaries to deliver goals

* Ready to take personal accountability for achieving individual and shared goals

* Ability to set robust plans well in advance and to initiate action to move projects forward

* Authentic, approachable, open and honest

Educational background / Work experience

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* University degree in business studies or any related studies

* 5 years of logistics / freight forwarding experience

* At least 5 years of prior experience in leading teams (managing a unit/department, preferably in an SSC or Freight Forwarding environment)

Language skills

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* English – Excellent language skills, both verbal and written

Computer Literacy

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* Proficiency with Windows and MS Office