Brokerage Operations Excellence (OE) Supervisor

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

Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.

Job Description

Job Duties

• Assists in the development of APAC brokerage operations service measurements to align 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.

Job Competencies

• 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.

Employee Type

Permanent

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