Control Tower Manager

Scan Global Logistics Limited; Hong Kong; Presencial; HKD 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

Scan Global Logistics Limited in Hong Kong is seeking a seasoned Control Tower Manager to lead the HK Control Tower, ensure high-quality service delivery for key accounts, and drive governance, KPI performance and continuous improvement. You will manage a local team, coordinate across functions, and onboard new customers while optimizing processes and offshoring tasks where appropriate to SSC Manila.

Fluency in English and Mandarin, plus strong analytical and leadership skills, are essential to

Formación

• 5+ years of experience in Customer Service, Control Tower, Program Management or Operational Key Account Management in global freight forwarding, with supervisory or team-leading experience.
• Solid knowledge of international air and sea freight forwarding and end-to-end logistics processes; experience with Hi-Tech, FMCG, Fashion or Retail customers is an advantage.
• Strong customer management, stakeholder management and escalation-handling capability.
• Excellent MS Excel skills, including pivot tables, charts and data analysis for KPI and performance reporting.

Responsabilidades

• Lead the Hong Kong Control Tower team and take overall accountability for service delivery, customer experience, operational governance and performance of assigned key accounts.
• Develop and maintain strong relationships with key clients, acting as the senior escalation point for operational and service matters and understanding customer objectives, requirements and challenges.
• Own account governance, operational SOPs and KPI frameworks; ensure shipment management and service delivery are aligned with agreed customer requirements across the SGL network.
• Track and analyze KPIs, data quality, service failures, invoicing accuracy and business trends; provide regular performance reports, business reviews and improvement plans to customers and internal management.
• Coordinate with Sales, Product, Operations, Finance, IT, overseas offices and customer-appointed partners to ensure seamless end-to-end service delivery and timely resolution of issues.
• Lead implementation and onboarding of new Control Tower customers, including process mapping, SOP setup, reporting requirements, system/visibility requirements and stakeholder alignment.
• Review existing procedures and establish new processes for continuous improvement, productivity, automation and standardization, including appropriate offshoring of tasks to SSC Manila.
• Manage team workload, priorities, coaching, training and performance; ensure sufficient coverage and clear accountability within the Control Tower function.
• Identify operational risks and recurring service gaps, drive root-cause analysis and corrective/preventive actions and elevate material issues to senior management when required.
• Support account development by identifying opportunities for service enhancement, retention, upselling or cross-selling in cooperation with commercial teams.

Conocimientos

Customer service management

Stakeholder management

Analytical thinking

Problem-solving

Communication

Herramientas

axsFreight/AS400/TMFF/Basware/ScanView/ScanOMS

Descripción del empleo

The Control Tower Manager is responsible for leading the Hong Kong Control Tower function and ensuring consistent, visible and high-quality logistics service delivery for assigned key accounts. The role owns customer governance, KPI performance, SOP compliance, process improvement and cross-functional coordination across the SGL network, while leading the local Control Tower team and acting as the senior operational escalation point.

Key responsibilities

Lead the Hong Kong Control Tower team and take overall accountability for service delivery, customer experience, operational governance and performance of assigned key accounts.

Develop and maintain strong relationships with key clients, acting as the senior escalation point for operational and service matters and understanding customer objectives, requirements and challenges.

Own account governance, operational SOPs and KPI frameworks; ensure shipment management and service delivery are aligned with agreed customer requirements across the SGL network.

Track and analyze KPIs, data quality, service failures, invoicing accuracy and business trends; provide regular performance reports, business reviews and improvement plans to customers and internal management.

Coordinate with Sales, Product, Operations, Finance, IT, overseas offices and customer-appointed partners to ensure seamless end-to-end service delivery and timely resolution of issues.

Lead implementation and onboarding of new Control Tower customers, including process mapping, SOP setup, reporting requirements, system/visibility requirements and stakeholder alignment.

Review existing procedures and establish new processes for continuous improvement, productivity, automation and standardization, including appropriate offshoring of tasks to SSC Manila.

Manage team workload, priorities, coaching, training and performance; ensure sufficient coverage and clear accountability within the Control Tower function.

Identify operational risks and recurring service gaps, drive root-cause analysis and corrective/preventive actions and elevate material issues to senior management when required.

Support account development by identifying opportunities for service enhancement, retention, upselling or cross-selling in cooperation with commercial teams.

Requirements

Relevant 5+ years of experience in Customer Service, Control Tower, Program Management or Operational Key Account Management in global freight forwarding, with supervisory or team-leading experience.

Solid knowledge of international air and sea freight forwarding and end-to-end logistics processes; experience with Hi-Tech, FMCG, Fashion or Retail customers is an advantage.

Strong customer management, stakeholder management and escalation-handling capability.

Excellent MS Excel skills, including pivot tables, charts and data analysis for KPI and performance reporting.

Knowledge of axsFreight/AS400/TMFF/Basware/ScanView/ScanOMS and other visibility or freight management tools is an advantage.

Good command of both spoken and written English and Mandarin.

Strong analytical, communication, coordination and problem-solving skills with a hands-on and customer-oriented mindset.

Ability to lead continuous improvement initiatives and work effectively under pressure in a fast-paced international environment.

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