Team Manager, Program Management, Key Accounts (Asia)

APL LOGISTICS LTD; Singapore; On-site; SGD 150,000 - 210,000; Full time

Job summary

APL LOGISTICS LTD is seeking a senior operations leader to stabilize and optimize customer programs. You will lead a team of Program Managers, set KPIs and SLAs, and own the strategic operational roadmap for the cluster to maximize bottom-line impact.

You will balance strategic planning with hands-on execution, collaborate with multiple stakeholders, and drive continual improvement across geographies. Travel quarterly between Singapore and Malaysia will be required.

Qualifications

• We require 10 years of experience in logistics, supply chain, freight forwarding, customer solutions, or a related field.
• 3-5 years of people management experience is preferred.
• Proven experience leading key account programs and operational delivery in a complex, customer-focused environment.
• Strong leadership to coach, mentor, and develop team members across locations.
• Demonstrated ability to build strong customer relationships and collaborate with stakeholders.
• Experience driving operational excellence and continuous improvement initiatives.

Responsibilities

• Lead a team of Program Managers to oversee governance and delivery of customer programs within assigned accounts.
• Adopt a comprehensive view of program delivery and its impact on customers' strategic goals.
• Utilize PM methodologies to ensure outcomes are identified and achieved
• Collaborate with internal and external partners involved in defined programs
• Identify and rectify recurring internal process failures and remove barriers to execution
• Define program improvements by reviewing data and trends
• Oversee implementation of solutions and manage escalated customer issues
• Translate customer requirements into operational procedures to enhance the customer experience
• Travel quarterly between Singapore and Malaysia as needed

Skills

Leadership

Stakeholder management

Program management

Communication

Problem solving

Travel willingness

Job description

The incumbent is responsible for customer stabilization, retention, and optimization, ensuring stability in the customer experience. The incumbent will lead a team of program managers and establish clear KPIs and SLAs for defined customer programs, ensuring clarity of understanding and program execution expectations. With the help of their team, they will own the strategic operational roadmap for their customer(s)within their cluster, prioritizing and balancing the opportunities for the greatest impact to the bottom line, while relentlessly driving optimization of the customer program across active geographies.

Roles & Responsibilities

• Lead a team of Program Managers to oversee the governance and delivery of customer programs within the accounts that are assigned under their cluster
• Adopt a comprehensive view of the operational program delivery and its associated impact to customers' strategic goals and objectives
• Utilize appropriate programs and project management methodologies to give assurance that intended outcomes are identified and achieved
• Collaborate with internal and external partners that are involved in the delivery of defined customer programs
• Identify and rectify recurring internal process failures/ redundancies/ problems
• Remove barriers to program execution
• Define program improvements by reviewing data and trends
• Oversee and drive the implementation of solutions
• Manage customer issues that require management level problem solving and intervention
• Translate customer requirements into operational procedures, so as to enhance the overall customer experience

Continuous Improvement

• Review existing operations and implement innovation processes to generate new ideas
• Ensure the required continuous improvement outcomes are delivered
• Participate in best practice sharing
• Evaluate client-facing work scope and activities to assure maximum value and resource efficiency

Requirements:

• 10 years of experience in logistics, supply chain, freight forwarding,customer solutions, program management, or a related field.
• 3-5 years of people management experience.
• Proven experience leading key account programs and operational delivery in a complex, customer-focused environment.
• Strong leadership experience with the ability to coach, mentor, and develop team members across different locations.
• Demonstratedability to build strong customer relationships and collaborate effectively withinternal and external stakeholders.
• Experience driving operational excellence, continuous improvement initiatives, and service delivery performance.
• Strong problem-solving and decision-making skills, with the ability to identify issues, remove barriers, and implement effective solutions.
• Proven ability to manage multiple priorities and customer programs while delivering business objectives and customer satisfaction.
• Hands-on and proactive approach, with the ability to balance strategic planning and operational execution.
• Excellent communication and stakeholder management skills, with the ability to influence and engage stakeholders across different levels and functions.
• Approachable, collaborative, and customer-focused leader who can build high-performing teams and drive results.
• Willingness to travel quarterly between Singapore and Malaysia, as business needs require.