Brokerage Operations Excellence Lead

hcmportal; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

UPS in Malaysia seeks a results-oriented Operations Analyst to support APAC brokerage operations. You will help develop service measurements, analyze trends, and align activities with regional and corporate strategies.

The role requires at least 3 years in Industrial Engineering or brokerage, strong English communication, and the ability to drive improvements while coordinating with cross-functional teams.

Qualifications

• Minimum 3 years of relevant experience performing in a similar capacity coming from Industrial Engineering and Brokerage background.
• Strong data analysis skill with providing service improvement recommendation capabilities.
• Good command of written and spoken English.
• Well communication and coordination skills, high sense of urgency to customer expectations.
• Energetic self-starter with excellent learning agility, attention to details, positive attitude with the ability to manage multiple competing priorities within tight deadlines.

Responsibilities

• Assist in developing APAC brokerage operations service measurements aligned with region and corporate strategies.
• Develops, discovers, shares, trains, and deploys best practices across region to ensure consistent high quality customer services.
• Develops weekly and monthly services’ performance to inform senior management of brokerage service levels, provide service improvement recommendation based on analysis data.
• Gathers performance trend data to work with brokerage operations to determine improvement areas and raise expectations where appropriate.
• Performs integrity audits to ensure UPS meets customer service and visibility objectives.
• Develops services memos, audits operation exception code usages and provide guidelines.
• Monitors processes to adhere to the operating plans and identify any areas of service improvement for review with the operations management.
• Obtains commitments from impacted management to resolve action items and conduct follow-up as needed.
• Provides cluster support for Quality Improvement Process training to ensure training activities support department and business objectives.
• Provides operation supports on investigating cases caused by system or logical issues, works with cross functionals, coordinates and supports Corp initiatives.

Skills

Data analysis

English proficiency

Communication & coordination

Attention to detail

Multitasking

Education

Industrial Engineering background

Brokerage background

Job description

UPS in Malaysia seeks a results-oriented Operations Analyst to support APAC brokerage operations. You will help develop service measurements, analyze trends, and align activities with regional and corporate strategies.

The role requires at least 3 years in Industrial Engineering or brokerage, strong English communication, and the ability to drive improvements while coordinating with cross-functional teams.