APAC Air & Sea Key Account Operations Leader

DSV; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

DSV is seeking an Operational Key Account Manager for Air & Sea in Asia Pacific. You will serve as the main liaison between customers and internal stakeholders, monitor KPIs, ensure SLA adherence, and drive process improvements across regional operations.

You will analyze workflows, investigate issues, and coordinate end-to-end shipment monitoring, with daily meetings and proactive updates to customers. Collaboration across cross-functional teams is essential to maintain high satisfaction.

Qualifications

• Serve as the primary liaison between customers and internal stakeholders on region-wide operational, business process, and service-related matters.
• Monitor, analyze, and report KPIs to customers and management, driving process enhancements and operational improvements.
• Ensure all stations comply with established procedures, policies, and customer requirements.
• Analyze existing workflows and develop new processes to improve customer service, operational effectiveness, and productivity.
• Investigate service failures and conduct root cause analysis, implementing corrective actions.
• Generate, consolidate, validate, and distribute operational reports from local stations and internal systems.
• Monitor shipment movements through track-and-trace activities and manage Event Management exception reporting.
• Facilitate daily operational meetings and provide timely updates to internal and external customers.
• Perform end-to-end monitoring of shipment status from order initiation through final delivery, ensuring SLAs.
• Coordinate and manage direct deliveries and in-stock hub deliveries to data centers, ensuring timely execution.
• Collaborate with cross-functional teams to resolve operational challenges and maintain customer satisfaction.
• Support continuous improvement initiatives by identifying opportunities to enhance processes, service quality, and reporting capabilities.

Responsibilities

• Act as liaison between customers and internal teams on regional operations and service-related matters.
• Track and report KPIs to drive improvements and transparency.
• Ensure compliance with procedures and customer requirements at all stations.
• Analyze workflows and design new processes for better service and productivity.
• Investigate service failures and perform root-cause analyses with corrective actions.
• Produce and validate operational reports from local stations and systems.
• Monitor shipments and manage Event Management to pre-empt issues.
• Lead daily operational briefings and update customers and teams promptly.
• Oversee end-to-end shipment monitoring from order to delivery within SLAs.
• Coordinate deliveries to data centers and ensure timely execution.
• Work with cross-functional teams to resolve issues and improve service quality.
• Support continuous improvement across processes and reporting.

Skills

Key Account Management

Stakeholder Liaison

KPI Tracking & Reporting

Process Improvement

Root Cause Analysis

Tools

Excel

Track & Trace systems

Data dashboards

Job description

DSV is seeking an Operational Key Account Manager for Air & Sea in Asia Pacific. You will serve as the main liaison between customers and internal stakeholders, monitor KPIs, ensure SLA adherence, and drive process improvements across regional operations.

You will analyze workflows, investigate issues, and coordinate end-to-end shipment monitoring, with daily meetings and proactive updates to customers. Collaboration across cross-functional teams is essential to maintain high satisfaction.