Control Tower Specialist

PSA International; Kuala Lumpur; On-site; MYR 180,000 - 280,000; Full time

Job summary

PSA International seeks a Control Tower Team Lead to drive Ocean Export Services improvements and business development. You will lead daily regional Control Tower activities, ensuring service excellence, governance, and timely issue resolution.

You will supervise staff, manage workloads, and coordinate with carriers, customers and internal teams to meet KPIs and drive continuous improvements. The role emphasizes leadership, analytics, and cross-functional collaboration across a regional network

Qualifications

• Bachelor’s degree required.
• 4–7 years of operational experience or equivalent.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management.
• Ability to lead teams and work in a regional setting.

Responsibilities

• Lead daily regional Control Tower activities, ensuring consistent service delivery and adherence to SOPs.
• Act as escalation point for complex operational issues and drive timely resolution.
• Supervise Logistics Specialists and foster professional development.
• Monitor SLAs/KPIs and allocate resources to meet targets.
• Collaborate with multiple internal teams to support business growth and continuous improvement.

Skills

Leadership

Stakeholder management

Analytical thinking

Problem solving

Teamwork

Education

Bachelor’s degree

Tools

Microsoft Excel

PowerPoint

MS Office

Job description

Job Summary:
Provides analysis, definition and recommendations to support Ocean Export Services improvements, efficiencies and business development. Provides analysis for projects, ad hoc studies, pricing and costing decisions, productivity assessment, process improvement, transition management and corporate training. As the Control Tower Team Lead, this role is also responsible for leading the daily activities of the Control Tower team, driving operational excellence, ensuring service delivery performance, and acting as the primary escalation point for customer and operational issues.

Job Description
Job Summary:
Provides analysis, definition and recommendations to support Ocean Export Services improvements, efficiencies and business development. Provides analysis for projects, ad hoc studies, pricing and costing decisions, productivity assessment, process improvement, transition management and corporate training. As the Control Tower Team Lead, this role is also responsible for leading the daily activities of the Control Tower team, driving operational excellence, ensuring service delivery performance, and acting as the primary escalation point for customer and operational issues.
Essential Functions:

• Lead the daily execution of the regional Control Tower activities, ensuring consistent service delivery, governance, and adherence to customer SOPs across all assigned countries and business units.
• Act as the primary escalation point for complex operational issues, driving timely resolution with internal operations teams, carriers, suppliers, and customer stakeholders.
• Supervise and coach Logistics Specialists and support their professional development through regular feedback, performance monitoring, and knowledge sharing.
• Allocate workload and resources across the team to ensure service level agreements (SLAs) and key performance indicators (KPIs) are consistently achieved.
• Build effective relationships and establish credibility with customers, carriers, vendors, regional business teams, and internal functional departments.
• Lead regular operational governance meetings with customers, carriers, drayage providers, shipping sites, and internal stakeholders to review operational performance, risks, and continuous improvement initiatives.
• Monitor shipment execution across the region, proactively identifying shipment risks, delays, capacity constraints, documentation issues, customs concerns, and other operational exceptions before they impact customer supply chains.
• Drive end-to-end exception management by coordinating cross-functional teams and ensuring issues are resolved within agreed response timelines.
• Lead customer implementations, new business unit onboarding, transition activities, and process stabilization to ensure successful project delivery.
• Analyze operational performance using internal systems and external data sources to identify trends, root causes, improvement opportunities, and business risks.
• Develop dashboards, KPI reports, business reviews, and executive presentations for customers and senior management.
• Drive continuous improvement initiatives by standardizing processes, eliminating operational inefficiencies, improving productivity, and implementing best practices across the regional network.
• Work closely with Ocean Carriers, Freight Forwarders, Drayage Providers, Customs Brokers, and Shipping Sites to improve operational performance and supplier collaboration.
• Support pricing, productivity assessments, costing analysis, business cases, and strategic initiatives as required.
• Ensure compliance with customer SOPs, regional governance standards, regulatory requirements, trade compliance, and company policies.
• Support business continuity planning and lead operational recovery activities during supply chain disruptions or crisis situations.
• Provide coaching and operational guidance to team members while fostering a collaborative, customer-focused, and high-performance team culture.
• Collaborate with Business Development, Solution Design, Operations, Procurement, IT, and Customer Success teams to support business growth and customer retention.
• Identify automation opportunities and work with business analysts and digital teams to enhance operational visibility and reporting capabilities.
• Lead special projects, customer initiatives, and strategic regional programs assigned by management.
• Perform other duties and responsibilities as assigned.

Job Requirements
Job Requirements

• Bachelor’s degree required with at least four (3) to five (7) years of operational experience.
• Candidate should have the ability to learn operational systems and visibility applications.
• Proficient capabilities in Microsoft Office, particularly Excel and PowerPoint.
• Strong communication and stakeholder management skills
• The ability to work on a team and leadership experience is strongly desired.
• Customer-focused and solution-oriented mindset
• Good coordination and multitasking capability
• Strong analytical and problem-solving skills
• Proactive, adaptable, and willing to learn
• Ability to work independently and collaboratively in a regional environment
• Good organizational and follow-up skills
• Ability to identify improvement opportunities and support business growth initiatives