IP Operation Excellence Manager

Deutsche Post; Tangerang; On-site; IDR 240,000,000 - 420,000,000; Full time

Job summary

DHL Group is seeking an Operations Manager specializing in Freight Forwarding to lead an operations team, drive performance, and implement optimized processes for major shipment volumes in Indonesia.

Responsibilities include KPI tracking, customer communications, and cross-functional collaboration to ensure timely resolutions and continuous improvement, with a strong emphasis on cost control and compliance.

Qualifications

• Bachelor's degree or equivalent
• Strong analytical and numbers driven
• Fluent in English and Bahasa Indonesia
• Experience in Freight Forwarding (3-5 years)
• Exposure to Industrial Projects

Responsibilities

• Track and manage country IP KPIs, lead operational reviews with customers, and initiate performance and process improvement actions.
• Serve as the operational contact for customer inquiries, complaints, and claims, ensuring timely resolution and accurate documentation.
• Maintain visibility of shipment status and exceptions, coordinating with internal teams for smooth updates and effective issue escalation.
• Identify potential leads for Sales and maintain up-to-date SOPs that support consistent service delivery.
• Follow and support Quality, Environmental, Health & Safety, and Business Continuity procedures and participate in related programs.
• Ensure effective communication with regards to assigned topics on country and station level, collaborate with relevant stakeholders to obtain feedback and gain support.

Skills

Analytical thinking

English fluency

Bahasa Indonesia fluency

Education

Bachelor's degree or equivalent

Tools

CargoWise1

Job description

Job Purpose:

• Manages and drives performance of operations team, act as subject matter expert for stations on project shipment, supporting their improvement journey
• Creates and implements operations plans and processes to deliver a smooth operational model for the targeted business volumes, meets products/ services standards/ KPIs and exceeds quality standards in line with business strategy and objectives, corporate guidelines and policies
• Manages project cost control to identify savings and to maximize billing to customer according to contracts

Key Responsibilities:

• Track and manage country IP KPIs, lead operational reviews with customers, and initiate performance and process improvement actions.
• Serve as the operational contact for customer inquiries, complaints, and claims, ensuring timely resolution and accurate documentation.
• Maintain visibility of shipment status and exceptions, coordinating with internal teams for smooth updates and effective issue escalation.
• Identify potential leads for Sales and maintain up‑to‑date SOPs that support consistent service delivery.
• Follow and support Quality, Environmental, Health & Safety, and Business Continuity procedures and participate in related programs.
• Ensure effective communication with regards to assigned topics on country and station level, collaborate with relevant stakeholders to obtain feedback and gain support.

Requirements:

• Education: Bachelor’s degree or equivalent experience/qualification
• English fluency in both writing and speaking
• Bahasa Indonesia fluency in both writing and speaking
• Computer literacy and system savvy
• Strong analytical and numbers driven
• Results oriented without compromising Respect

Experience Level

• At minimum 3-5 years of working experience in Freight Forwarding (preferably Ocean Freight), with strong exposure to processes and/or controlling and/or pricing
• Experience in Industrial Projects

Skills:

• CargoWise1

Why Join Us?

At DHL Group, we value innovation, collaboration, and a commitment to excellence. You will be part of a global team that is dedicated to delivering exceptional service and driving business success. We offer competitive compensation, comprehensive benefits, and opportunities for professional growth and development.

**DHL Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees**