Governance, Operations & Implementation Manager

Toll Global Forwarding (Malaysia) Sdn Bhd; Klang City; On-site; MYR 180,000 - 260,000; Full time

Job summary

Toll Global Forwarding (Malaysia) Sdn Bhd is seeking a Governance, Operations & Implementation Manager to drive governance, onboarding, and continuous improvement for 4PL, OMS, and BCN programs across our Malaysia operations.

You will lead SOP development, process standardisation, and stakeholder engagement to ensure scalable service delivery; oversee system adoption, data analytics, and performance reporting to achieve client KPIs.

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, 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-Business-as-Usual activities.
• Monitor operational performance and support achievement of service and 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.
• 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.

Skills

SOP development

Governance

Stakeholder management

Analytics

Project coordination

Education

Bachelor's in SCM/Logistics

Tools

CargoWise One (CW1)

Power BI

MS Office

Job description

Governance, Operations & Implementation Manager

Toll Global Forwarding (Malaysia) Sdn Bhd 4.1 View all jobs

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.

To find out more about us visit www.careers.tollgroup.com

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

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.

To find out more about us visit www.careers.tollgroup.com

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