Operations Manager, Lead Logistics Control Tower

Ceva Logistics Solutions Singapore PTE. LTD.; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

A leading logistics solutions provider in Singapore is seeking a Customer Operations Manager to oversee the CLL Control Tower operations team. The role involves ensuring compliance with work standards, managing customer contracts, and leading team performance. Candidates should possess a bachelor's degree in Logistics or a related field, with at least 8 years of industry experience and a proven record in team management.

Qualifications

• Minimum bachelor’s degree in Logistics or related field.
• 8+ years of experience in freight forwarding operations.
• Experience in managing a larger operational team.

Responsibilities

• Manage day-to-day operations of the CLL Control Tower team.
• Oversee team performance and conduct performance evaluations.
• Support customer profitability analysis and manage business reviews.

Skills

Logistics Management

Team Leadership

Customer Relationship Management

Operational Problem Solving

Performance Management

Education

Bachelor’s degree in Logistics, Transportation or Supply Chain Management

Job description

WHAT ARE YOU GOING TO DO?

Customer Operations Management:

• Day-to-Day management of the CLL Control Tower operations team to ensure compliance with established work standards (SOPs and Work Instructions), with the aim to achieve delivery of high-quality Lead Logistics services to CLL customers
• Responsible for the fulfilment of agreed internal and customer quality metrics and KPIs (for example OTIF); in case of non-performance, support investigation process and align corrective actions with other involved CLL functions, such as Contract Management, BPE (Business Process Excellence) etc.
• Guide and oversee the operational teams on issue resolution and act as escalation point for unresolved operational problems with the customer
• Establish and manage a solid relationship with operational counterparts on customer side, manage regular exchanges with the customer on an operational management level

Team and People Management:

• Disciplinary and functional management of an operational team dedicated to one CLL customer, ensuring adherence of all team members to CEVA’s values and policies
• Actively manage team performance through monitoring of internal team KPIs, tracking team productivity and labour performance, using CLL tools
• Manage knowledge exchange between resources and ensure that all staff is trained on latest applicable CEVA and customer processes and policies, in line with quality guidelines where applicable
• Responsible for performance evaluation and professional development of team members, including training / development plans and succession planning
• Identify resource needs and support Control Tower Manager and HR teams in recruiting and onboarding process for new hires

Customer and Contract Management:

• Support CLL Control Tower Manager and Contract Manager on P&L analysis to ensure customer profitability vs. operational cost
• Deliver input for preparation of monthly and quarterly business review with customer, taking an active role during periodical review meetings with customers
• Manage regular exchanges with CLL Contract Management to discuss operational problem areas and suggest improvement initiatives
• Implement defined changes to business scope, processes or policies, in alignment with CLL Management, Contract Management and regional BPE (Business Process Excellence)

Control Tower Governance and Operational Excellence:

• Responsible for Document Management within the respective Control Tower scope: ensure that all applicable documentation (SOP, Guidelines, Work Instructions etc.) are kept up to date and all Control Tower resources are trained accordingly
• Ensure that all applicable company and quality policies are adhered to by all Control Tower staff

Other duties:

• Support cross-customer improvement projects in collaboration with Control Tower Management, Contract Managers and / or Business Process Excellence teams
• Regularly exchange with Control Tower Management and other Operations Managers to establish knowledge sharing and re-use of best practices across various customer accounts e.g. through case studies
• Manage other projects assigned by Regional Head of Operations

WHAT ARE WE LOOKING FOR?

• Minimum bachelor’s degree in Logistics, Transportation or Supply Chain Management or related field or comparable work experience
• 8+ years of experience in freight forwarding operations or related industry experience in a customer-facing role
• Experience in managing a larger operational team.