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BU Operations Manager - Soyo

Date: 22-Aug-2019

Location: Soyo, Angola

Company: Panalpina

Req ID: 160223 - Posted 05/28/2019 - Ocean Operational Key Account (OF-17)
Job Function: Ocean Freight
Full-Time/Part-Time: Full-time
Contract Type: Permanent
Job Level: Professional
Sub-department: Operations Manager – Soyo

Office Location: Soyo, Angola

Travel Required: No

Start Date: 03rd June 2019

The Panalpina Group is one of the world's leading providers of supply chain solutions. The company combines its core products of Air Freight, Ocean Freight, and Logistics to deliver globally integrated, tailor-made end-to-end solutions for eleven core industries. Drawing on in-depth industry know-how and customized IT systems, Panalpina manages the needs of its customers' supply chains, no matter how demanding they might be. Energy and Project Solutions is a specialized service for the energy and capital projects sector.

The Panalpina Group operates a global network with some 500 offices in more than 70 countries, and it works with partner companies in over 90 countries. Panalpina employs approximately 14,500 people worldwide who deliver a comprehensive service to the highest quality standards – wherever and whenever.

We are looking to hire a: ANGOLA - BU Operations Manager – SOYO


* Achieve maximum client satisfaction. Lead the assigned teams in a way that ensures operational excellence and high productivity. Manage a favorable commercial relationship with the assigned account that will promote customer satisfaction, business growth and profitability. Lead and supervise an operation team in Customer Service, Document Processing Export & Import and Customs Clearance Import by following corporate guidelines and implementing strategic managerial skills.

* Ensure that the service provided to customers is at the highest standard and in accordance to corporate guidelines.

* Lead the assigned teams in a way that ensures operational excellence and high productivity;

* Focus on the customs process and its brokers in order to avoid backlog;

* Provide technical support to the cells and keep an overview of the progress of the work of each operational cell;

* Supervise and assist the work of the operational cells, especially with focus on the following issues:

• billing procedure;

• control of shipping run;

• file checking and closing;

• File CGP;

• Control and avoid backlog;

* Handle customers’ inquiries, complaints and claims follow up and coordinate with departments concerned on related issues;

* Focus on handling operations administration and back office paperwork;

* Monitoring of the “work in progress” (WIP) within the branch;

* Handling and controlling the customs clearance broker and hi\her activities;

* Coordinate work and responsibilities with Shipping, Logistics, Relocation and BU Managers;

* Identify gaps, suggest solutions and innovations;

* Report and manage irregularities, initiate corrective and preventive actions;

* Keep abreast of current and new contracts\tariffs;

* Ensure correct implementation of all processes and procedures;

* Keep abreast of Panalpina services and new developments;

* Participate actively in improving the quality of Panalpina operations and services;

* Ensure compliance with Panalpina corporate compliance policy;

* Carry out other related tasks as required by Management;

* Approval of expenses according to signing powers table;

* Ensure customers are regularly informed of progress in responding to their requirements;

* Develop and implement improvements to the way the organization works with customers;

* Plan the logistics operations to ensure that the supply chain continues to function effectively;

* Define, optimize and implement Area Standards (processes &structure) in line with Area Guidelines and Standards;

* Manage and lead Operations teams by defining clear roles and responsibilities;

* Monitor performance: Productivity; quality of service; data; subcons, incident management;

* Assure appropriate staffing and training in cooperation with HR;

* Assure the correct and full use of standard operational applications: FOS, SAP;

* Identify any issue arising from the use of software’s and take the appropriate action to respond to them;

* Sound Process management skills;

* Identify ways of improving or developing the logistics resources used in logistics operations;

* Develop cost-effective procedures for identifying and resolving contingencies with logistics operations;

* Advanced business administration competence;

* Select and apply the most suitable improvement methods for improving the quality of logistics operations;

* Monitor changes and developments in legislation and regulations that could have an effect on logistics operations being undertaken;

* Identify problems with compliance and take the appropriate action to deal with them;

* Report work activities and record them in he appropriate information systems according to organizational procedures;

* Implement an promote the organizations environmental policy;

* Country Key Account Manager - Fulfill your team leader role in applying the team management skills:


* ensure proper functioning of the team

* assign tasks and responsibilities within the team

* maintain team spirit

* provide coaching/training to the team members as necessary

* provide support to the team on both technical and non-technical issues

* ensure smooth communication within the team as well as between team and with other departments

* supervise the work done by the team members

* provide feedback to the team members and get feedback from their side regarding their work, team functioning, operations issues and other

* conduct regular planning of work within your team

* Ensure high quality of services to the client:


* take ownership of the account

* provide timely and accurate information

* prepare and send status reports as requested

* advise client’s on delays and their consequences (fines etc)

* conduct regular meetings and collect feedback regarding client’s satisfaction

* report and manage irregularities

* initiate corrective and preventive actions

* educate the client on processes and procedures regarding requirements for shipping to Angola and customs clearance

* other tasks as necessary

* Follow up the process of cargo clearance and delivery and management of files and carry out individual tasks if necessary:


* documentation check

* file opening

* collection of missing documents

* preparation of file for pre-clearance/clearance

* preparation of file for invoicing

* physical file control

* update of follow up files and programs ( FOS, Pantrace, Intrac, MFG Pro etc)

* Carry out and resume responsibility for:


* checking the invoice

* checking the shipping run

* closing file in SAP and physically

* Carry out CVX ´s account specific tasks:

* Take the lead on quotation process whenever RFQ is submitted by client.

* ensure smooth business implementation by identifying gaps and proposing adjustments to processes and procedures whenever necessary

* ensure that assigned account is managed and developed in line with the established corporate/regional strategy and all KPIs stipulated in the contract are fulfilled

* provide management and CVX with monthly statistic report and KPIs

* provide until the 22nd day of each month a monthly report to GKAM as per standard format

* perform quality and timely update and maintenance of the data in CRM and monitor use of Customer Applications

* Assume responsibility of reception and further handling of original documents.

* Other


* Endure correct implementation of all Panalpina Processes and procedures;

* Keep abreast of Panalpina services and new developments;

* Participate actively in improving the quality of Panalpina operations and services;

* Apply Panalpina’s and client’s HSE rules and requirements at your function and report HSE observations;

* Ensure compliance with Panalpina corporate standards, as well as compliance of the whole team.

* Keep your workspace organized and follow Clean Desk Policy;

* Apply the CISP and respect the code of conduct;

* Carry out other tasks as required by management;


* College Degree

* Operational industry experience – minimum 5 years

* Management experience –minimum 3 years


* Ability for systematic and rational analysis to identify the root cause of problems;

* Strong networking skills and relationship building;

* Ability to integrate and coordinate efforts and resources across functions and boundaries;

* High result orientation and customer focus;

* Strong decision-making capabilities and high accountability;

* Strong strategic planning and organizational skills – prioritize, plan, assign and control;

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

* Ability to shape conversations to ensure focus and understanding;

* Capable to generate creative ideas/solutions;

* High result orientation and customer focus;

* High accountability, responsible, reliable, detailed oriented;

* Effective listening;

* Ability for systematic and rational analysis to identify the root cause of problems;


* Ability to clearly and concisely present both written and/or oral information;

* Effective team player and advanced interpersonal skills;

* Initiative and pro-active;

* Good communication and interpersonal skills;

* Team player;


* Fluent in Portuguese and English

Specifics for Job / Environment

* Profound knowledge of MS-Office products (Word, Excel, Outlook)

* Profound knowledge of SAP, especially SAP - CO


If you wish learn more about this opportunity, please contact:

Ana Lanvu

HR Assistant