Governance, Operations & Implementation Manager

Toll Group; George Town; On-site; MYR 180,000 - 240,000; Full time

Job summary

Toll Group in Malaysia seeks a Governance, Operations & Implementation Manager to strengthen SCM governance, lead customer implementations and drive process excellence across 4PL, OMS and BCN services.

You will oversee SOP development, training, performance management and system adoption, collaborating with regional teams to ensure scalable service delivery and strong KPI performance.

Qualifications

• 10+ years’ experience in supply chain management, logistics, 4PL, freight forwarding or related environments.
• Experience in customer implementations, process improvement and operational governance.
• Strong understanding of international supply chain operations and control tower concepts.
• Experience with supply chain systems, OMS platforms, CW1 or similar technologies preferred.
• Strong analytical, problem-solving and stakeholder management skills.
• Ability to develop SOPs, process documentation and governance frameworks.
• High proficiency in Microsoft Office applications; Power BI exposure advantageous.
• Strong communication, organisational and project coordination skills.
• Self-motivated, detail-oriented and capable of operating in a fast-paced environment.

Responsibilities

• Develop, maintain and govern SCM SOPs across 4PL, OMS and BCN services.
• Drive operational consistency, compliance and best-practice adoption across SCM operations.
• Maintain process documentation, training materials and governance records.
• Deliver training and guidance to operational teams on processes, systems and best practices.
• Lead onboarding and implementation activities for new customers, solutions and SCM programs.
• Coordinate operational readiness, stakeholder engagement and transition-to-baU activities.
• Monitor operational performance and support achievement of service KPIs.
• Support resolution of operational issues, escalations and corrective actions.
• Collaborate with internal stakeholders, customers and regional teams to support SCM objectives.
• Identify process improvement opportunities and drive continuous improvement initiatives.
• Assist with implementation and adoption of OMS, 4PL and related systems.
• Support reporting, performance visibility and analytics initiatives.
• Support digitalisation, automation and future AI initiatives across SCM function.

Skills

Supply chain experience

Governance

Stakeholder management

Systems analysis

Power BI

Tools

CW1 / CargoWise One

Job description

About Toll Group

At Toll, we do more than just logistics - we move the businesses that move the world. Our 16,000 team members can help solve any logistics, transport, or supply chain challenge – big or small. We have been supporting our customers for more than 130 years. Today, we support more than 20,000 customers worldwide with 500 sites in 27 markets, and a forwarding network spanning 150 countries. We are proudly part of Japan Post — www.tollgroup.com

The Governance, Operations & Implementation Manager is responsible for supporting the development, standardisation and continuous improvement of Toll’s Supply Chain Management capabilities across 4PL, Order Management Services (OMS) and Buyer’s Consolidation (BCN). The role focuses on operational governance, customer implementations, process excellence, systems adoption and performance management to ensure scalable and consistent service delivery.

Governance & Processes

• Develop, maintain and govern SCM Standard Operating Procedures (SOPs) across 4PL, OMS and BCN services.
• Drive operational consistency, compliance and best-practice adoption across SCM operations.
• Maintain process documentation, training materials and governance records.
• Deliver training and guidance to operational teams on processes, systems and best practices.

Operations & Implementation

• Lead onboarding and implementation activities for new customers, solutions and SCM programs.
• Coordinate operational readiness, stakeholder engagement and transition-to-business-as-usual activities.
• Monitor operational performance and support achievement of service and key customer KPIs.
• Support resolution of operational issues, escalations and corrective actions.
• Collaborate with internal stakeholders, customers and regional teams to support SCM objectives.
• Identify process improvement opportunities and drive continuous improvement initiatives.

Systems & Transformation

• Assist with implementation and adoption of OMS, 4PL and related supply chain systems.
• Support reporting, performance visibility and supply chain analytics initiatives.
• Support digitalisation, automation and future AI initiatives across the SCM function.
• Contribute to the development and growth of Toll’s global Supply Chain Management capability.
• Support master data governance and process standardisation (in alignment with BPO) across SCM systems and platforms.

Previous Work Experience & Qualifications

• 10+ years’ experience in supply chain management, logistics, 4PL, freight forwarding or related operational environments.
• Experience in customer implementations, process improvement and operational governance.
• Strong understanding of international supply chain operations and control tower concepts.
• Experience with supply chain systems, OMS platforms, CargoWise One (CW1) or similar technologies preferred.
• Strong analytical, problem-solving and stakeholder management skills.
• Ability to develop SOPs, process documentation and governance frameworks.
• High proficiency in Microsoft Office applications; Power BI exposure advantageous.
• Strong communication, organisational and project coordination skills.
• Self-motivated, detail-oriented and capable of operating in a fast-paced environment.

What moves you?

At Toll, you can help play a vital role in delivering what matters. From food, fuel, medicine and rescue services, we keep businesses and communities thriving. Every day brings change. We see that as an opportunity. To be curious. To ask the right questions. And build meaningful connections. Because finding new ways to solve problems is what we do. With a bold vision to expand our global reach, our 16,000+ people bring a passion for progress. We collaborate in friendly, caring teams, supported by approachable leaders who give us the autonomy to quickly make decisions with impact. Learn and grow with industry-leading training, alongside talented experts. Feel empowered to take on diverse challenges and new responsibilities to move you, our customers, and our world further.

At Toll everyone is welcome including those of all ages, ethnicities, genders and abilities.

You must be entitled to work in Malaysia and be prepared to undertake pre-employment checks including a criminal history check and medical.