Manager, Operations

Private Advertiser; Singapore; On-site; SGD 80,000 - 110,000; Full time

Job summary

A leading logistics provider in Singapore is seeking an Operations Manager to oversee Distribution Center operations and Field Service. The ideal candidate will have at least 8 years of experience in operations management and a background in logistics or customer service. This role involves managing vendor performance, leading multi-shift teams, and driving continuous improvement processes. The position offers opportunities for leadership development and cross-training within customer service.

Benefits

Leadership development opportunities

Cross-training in customer service

Qualifications

• Min 8 years of experience in operations management.
• Proven track record in managing outsourced logistics vendors.
• Strong background in driving continuous improvement initiatives.

Responsibilities

• Manage daily performance of outsourced warehouse and logistics vendors.
• Lead and develop a multi-shift operational workforce.
• Prepare and present operational performance reports to senior leadership.

Skills

Vendor Management

Process Optimization

Analytical Skills

Leadership

Education

Bachelor's degree in Logistics, Supply Chain Management, or related field

Tools

Excel

Power BI

ERP systems (JDE/SAP/Oracle)

Job description

Job Title: Manager, Operations

Location: Singapore, On-Site

Reports to: Head of Operations, S.E.A.

Position Summary: The Operations Manager will be primarily responsible for overseeing Distribution Center (DC) operations and Field Service. Customer Service will be a cross-training opportunity to support broader operational understanding and team flexibility.

This role will initially focus on managing the outsourced DC operations, ensuring vendor performance, and maintaining Field Service project oversight. Over time, the Operations Manager will cross train with Customer Service Manager, driving process improvements and mentoring internal staff to grow into future leaders.

This is a phased leadership role, balancing day-to-day operational stability with long-term team development and process optimization.

Key Responsibilities include, but not limited to:

1. Distribution Center (DC) Operations

• Manage day-to-day performance of outsourced warehouse and logistics vendors, ensuring adherence to SLAs and KPIs (accuracy, timeliness, cost efficiency).

• Oversee shift-level planning, inventory flow, and ground execution to ensure operational continuity.

• Drive continuous improvement initiatives to optimize warehouse layout, picking efficiency, and turnaround time.

• Ensure compliance with food safety, hygiene, and audit standards.

• Monitor frontline performance and drive adherence to SOPs, safety standards and protocols.

2. Field Service Operations

• Act as overall owner of Field Service performance.

• Maintain ongoing engagement and communication with key client stakeholders.

• Support Field Service Executive as the primary contact for daily restaurant-level coordination, while stepping in for recurring issues, urgent cases or matters requiring higher-level decision-making.

• Oversee regular restaurant visits conducted by team, ensure feedback is tracked and managed accordingly.

• Oversee planning and execution for new restaurant openings (storage optimisation planning, site meetings, test products & 1st delivery), ensure field-readiness.

• Review and approve ECOSIMA proposal by Field Service Executive.

• Monitor and evaluate restaurant ordering patterns vs storage capacity, especially during renovation or major layout change.

• Provide guidance to Field Service Executive in executing on-ground activities and ensure alignment with field priorities and escalation protocols.

• Responsible for training and development of Field Service Executive.

• Represent field service matters in internal reviews and customer-facing discussions where strategic or systemic improvements are required.

3. Team Leadership & Shift Management

• Lead, supervise and develop a multi-shift operational workforce.

• Coach team members and shift supervisors to build capabilities and accountability.

• Manage manpower planning, daily deployment, and leave coverage in line with service commitments.

• Drive a culture of safety, discipline, and continuous improvement on the ground.

• Support onboarding and training of new team members to ensure operational readiness.

• Escalate critical issues or decisions in accordance with established reporting lines.

4. Process & Digital Optimization

• Identify gaps in workflows and lead improvement initiatives that enhance efficiency.

• Support standardisation of procedures and documentation across warehouse and field operations.

• Apply root cause analysis and corrective action planning to address recurring service or execution issues.

• Collaborate with peers to trial and implement operational best practices.

5. Reporting & Performance Management

• Prepare and present operational performance reports to senior leadership.

• Track key metrics across functions and flag deviations from targets.

• Support budgeting and forecasting processes with data-driven insights and cost drivers.

• Track and report operational KPIs including delivery performance, productivity, turnaround time, and exceptions

• Conduct regular reviews with the Head of Operations and team leads to drive accountability and improvement

• Escalate service disruptions or risks and provide mitigation updates as required

6. Vendor & Stakeholder Management

• Manage day-to-day engagement with outsourced providers across warehouse, transport and field service functions.

• Oversee vendor execution to ensure service delivery aligns with SLAs, service expectations and KPIs.

• Monitor vendor performance, identify and resolve service or compliance issues for corrective action with vendor in a timely and professional manner.

• Enforce operational accountability and provide feedback on performance insights to support vendor reviews and improvement actions.

• Monitor vendor activities to ensure adherence to food safety protocols, service standards and relevant operating procedures, flag any compliance concerns for escalation or corrective action.

• Communicate ground-level performance insights for continuous improvement.

• Escalate unresolved, recurring or critical vendor issues through appropriate channels.

7. Digital Tool Deployment & Adoption

• Support the rollout of digital tools such as WMS, driver apps, route optimisation systems, and handheld devices

• Act as the operational lead for testing, onboarding, and stabilising new tools within the team

• Ensure frontline teams are trained, equipped, and supported to adopt digital solutions effectively

• Provide feedback to project and IT teams on operational fit and enhancement opportunities

8. Cross-Functional Collaboration & Accountability

• Collaborate with internal stakeholders across functions to resolve day-to-day operational and service issues.

• Take ownership of daily problem-solving and propose practical solutions, ensuring alignment with broader operational plans and priorities.

• Provide practical inputs and frontline insights to support inter-departmental workflows and execution.

• Support execution of initiatives, process changes or improvement efforts as assigned by leadership team.

• Escalate unresolved issues through established reporting and decision-making channels.

• Maintain clear communication and accountability on actions, outcomes and decisions within area of responsibility.

9. Customer Service (Cross Training/Functional Scope)

• Gain hands-on exposure to the Customer Service function to build cross-functional capabilities.

• Undergo structured training in order management, issue resolution, and customer communication protocols.

• Support the implementation and continuous improvement of Standard Operating Procedures (SOPs) and service standards to enhance responsiveness and customer satisfaction.

• Monitor key customer service performance indicators (e.g., response time, order accuracy, resolution rate) and identify trends or systemic issues.

• Collaborate with the Customer Service team to escalate recurring challenges and propose process improvements to the Head of Operations.

Preferred Skills and Experience:

10. Qualifications/Experience

• Education: Bachelor’s degree in Logistics, Supply Chain Management, or a related field. Relevant professional certifications (e.g., PMP, Lean Six Sigma) would be advantageous.

• Experience: Min 8 years of progressive experience in operations management, preferably within logistics, distribution center (DC) operations, customer service, or field service within a fast-paced, service-driven environment.

• Vendor Management: Proven track record in managing outsourced logistics or 3PL vendors, including contract governance, performance monitoring, and escalation handling.

• Operational Leadership: Demonstrated ability to lead cross-functional teams across warehouse, customer service, and field operations. Experience in managing shift-level execution and aligning teams to service KPIs.

• Process Optimization: Strong background in driving continuous improvement initiatives, implementing SOPs, and leveraging digital tools to enhance operational efficiency.

• Customer Service Orientation: Solid understanding of customer service operations, with experience in managing order fulfillment, issue resolution, and service recovery processes.

• Analytical & Reporting Skills: Proficient in analyzing operational data, identifying trends, and preparing performance reports for senior leadership. Familiarity with tools such as Excel, Power BI, or ERP systems (e.g., JDE/SAP/Oracle) is preferred.

• Project & Change Management: Experience in leading or supporting operational transitions, system rollouts, or new client onboarding projects.

• People Development: Proven ability to mentor and develop high-potential staff, build succession pipelines, and foster a performance-driven culture.

• Communication & Stakeholder Management: Excellent interpersonal and communication skills, with the ability to engage effectively with internal teams, external partners, and senior stakeholders.

11. LEADERSHIP COMPETENCIES

Drives Change

• Ensures team members are agile to respond to change.

• Initiates change in response to external cues.

• Advocates a learning culture through continuous improvement and change management.

Leaders Developing Future Leaders

• Ensures financially viable development frameworks and talent pipelines are in place to build long-term functional capabilities.

• Role models commitment and accountability to performance management and development agenda.

• Ensures all roles are supported by robust succession plans.

• Creates a culture of inclusion that celebrates diversity and supports the organization’s various diversity initiatives.

Results Oriented

• Builds a culture of meeting established deadlines

• Develops a culture of holding team members/managers accountable for team results and builds a culture of eliminating barriers and managing conflicts.

• Drive initiatives and deliver continuous improvements.

Communicates Effectively

• Ensures clarity around strategic goals and business objectives.

• Leverages multiple communication channels.

• Uses candor and openness when communicating.

• Demonstrates visibility across the organization

• Facilitates exchange of opinions across organization

Financial Acumen

• Establishes country objectives and ensures alignment with global objectives.

• Creates strategic financial objectives to meet long term business goals

• Holds people accountable for financial discipline