Manager - Information Services & Business Operations Process

Mô tả Công việc
Company Description
Expeditors is a global logistics company headquartered in Seattle, Washington. As a Fortune 500 company, we employ over 19,000 trained professionals in a worldwide network of over 350 locations across six continents. Expeditors' promise, "You'd be surprised how far we'll go for you." is not mere hype; it is our commitment to go beyond the expectations of what companies need from a global logistics provider. Our culture is about exceeding our customers' expectations and providing a place for our employees to make a career.
Expeditors Ho Chi Minh City is recruiting Manager - Information Services & Business Operations Process as below:
Job Description
Summary Description
To execute regular information services (IS) basic tasks, to keep the system up and running, to ensure adherence to the company's policies and procedures, to display and communicate the Company's culture, to protect the Network, to train branch management on system architecture, data management, retention and reporting, other available IT tools and also to identify, lead and facilitate process improvements through improved efficiencies and quality of existing processes, to reflect in a significant productivity and customer service improvement.
This position reports to the District Manager.
Responsibilities & Duties
Information Services
Manage, coach and develop the IS Team.
Have a fundamental understanding of Expeditors Operational Systems, including ETMS (Aborts, FORMS, AIRRTS, CLIENT, INFO, CLONE and Models, PECAN, ALERTS), EIFA, ECMS, AND EDMS
Applications Support Helpdesk
Basic Branch Technical Support such PC, LAN, Expeditors Software and systems administration and troubleshooting, in addition to global, regional and branch projects implementation.
Maintain IS network and infrastructure
On call for afterhours IS issues including DAYEND problems.
Monitors Systems Backup.
Assets Management such as Purchasing, Shipping, Tracking, Maintenance.
Responsible for compliance with Expeditors FAST procedures related to IS and Conduct regular branch IS Audits.
Closely liaise operations with Regional IS to assist and support with System related issues.
Regular communication with Regional IS Manager and District Manager.
Offers suggestions and comments to Regional IS Manager for system improvements.
Support District disaster recovery efforts as they occur.
Assists District Manager with preparation of the department budget.
Prepares and executes the tactical business plan for the IS department.
Trains branch management on system architecture, data management, retention and reporting, and other available IT tools.
Deliver IS training courses within the District.
Helps to increase branch productivity by identifying processes that could be improved or automated and by developing an approved solution for them.
Setting and modifying internal reports
Implements IS related Projects that do not belong to a specific Product
Internal and External EDI Support (i.e. AMS with US customs, EDI with third-party customs authorities, EDI with carriers...)
Provides technical assistance to clients.
Be supportive and actively participate in Sales calls where needed and appropriate.
Set up a list of target customers with sales.
Attend sales meetings to coordinate the transition of new business/updates on existing business and schedule joint calls.
Initiate and follow up independently on IS projects with Clients such as EDI, Expo, barcode scanning into Expeditors Operation Systems, eg. EDMS, ETMS and customer reports.
Train Sales people on systems features and benefits.
Closely liaise Sales and Account Managers with Regional IS to assist and support Request for Quotation (RFQ) and Request for Information (RFI) related with IS.
Build strong relationships with the IS vendors
Evaluate IS vendors on a regular basis
Identify and develop your No. 2 for succession planning
Business Operations Process
Manage, coach and develop the Business Operations Team.
Assist District Management and Department in developing and implementing new internal processes for continual process improvement.
Analyze existing data and processes to identify opportunities for cost reduction and improved efficiencies
Work with Corporate and regional Global Business Process teams to facilitate companywide improvement initiatives as they relate to the branch.
Measure and validate internal and customer key performance indicators.
Recommend actions to be taken and support in the execution based on the KPIs analysis.
Facilitate identification and timely action of Customer Complaints to improve customer satisfaction and loyalty.
Review and Communicate Expeditors' Quality Management System throughout the District, and consistently suggest improvements.
Lead and facilitate District Management Review Meetings on a quarterly basis.
Coordinate and collaborate in the development of new technologies or solutions in the District.
Lead and improve productivity in the District (assessed through KPIs and Bottom line).
Lead and facilitate "Effective Problem Solving" projects in the District and Departments and identify root causes.
Lead and facilitate and measure improvements in local branch processes with measurable improvements in cost, quality and productivity.
Support customer sales process, transition and process implementation and improvement
Manage, coach and develop the IS Team.
Have a fundamental understanding of Expeditors Operational Systems, including ETMS (Aborts, FORMS, AIRRTS, CLIENT, INFO, CLONE and Models, PECAN, ALERTS), EIFA, ECMS, AND EDMS
Applications Support Helpdesk
Basic Branch Technical Support such PC, LAN, Expeditors Software and systems administration and troubleshooting, in addition to global, regional and branch projects implementation.
Maintain IS network and infrastructure
On call for afterhours IS issues including DAYEND problems.
Monitors Systems Backup.
Assets Management such as Purchasing, Shipping, Tracking, Maintenance.
Responsible for compliance with Expeditors FAST procedures related to IS and Conduct regular branch IS Audits.
Closely liaise operations with Regional IS to assist and support with System related issues.
Regular communication with Regional IS Manager and District Manager.
Offers suggestions and comments to Regional IS Manager for system improvements.
Support District disaster recovery efforts as they occur.
Assists District Manager with preparation of the department budget.
Prepares and executes the tactical business plan for the IS department.
Trains branch management on system architecture, data management, retention and reporting, and other available IT tools.
Deliver IS training courses within the District.
Helps to increase branch productivity by identifying processes that could be improved or automated and by developing an approved solution for them.
Setting and modifying internal reports
Implements IS related Projects that do not belong to a specific Product
Internal and External EDI Support (i.e. AMS with US customs, EDI with third-party customs authorities, EDI with carriers...)
Provides technical assistance to clients.
Be supportive and actively participate in Sales calls where needed and appropriate.
Set up a list of target customers with sales.
Attend sales meetings to coordinate the transition of new business/updates on existing business and schedule joint calls.
Initiate and follow up independently on IS projects with Clients such as EDI, Expo, barcode scanning into Expeditors Operation Systems, eg. EDMS, ETMS and customer reports.
Train Sales people on systems features and benefits.
Closely liaise Sales and Account Managers with Regional IS to assist and support Request for Quotation (RFQ) and Request for Information (RFI) related with IS.
Build strong relationships with the IS vendors
Evaluate IS vendors on a regular basis
Identify and develop your No. 2 for succession planning
Manage, coach and develop the Business Operations Team.
Assist District Management and Department in developing and implementing new internal processes for continual process improvement.
Analyze existing data and processes to identify opportunities for cost reduction and improved efficiencies
Work with Corporate and regional Global Business Process teams to facilitate companywide improvement initiatives as they relate to the branch.
Measure and validate internal and customer key performance indicators.
Recommend actions to be taken and support in the execution based on the KPIs analysis.
Facilitate identification and timely action of Customer Complaints to improve customer satisfaction and loyalty.
Review and Communicate Expeditors' Quality Management System throughout the District, and consistently suggest improvements.
Lead and facilitate District Management Review Meetings on a quarterly basis.
Coordinate and collaborate in the development of new technologies or solutions in the District.
Lead and improve productivity in the District (assessed through KPIs and Bottom line).
Lead and facilitate "Effective Problem Solving" projects in the District and Departments and identify root causes.
Lead and facilitate and measure improvements in local branch processes with measurable improvements in cost, quality and productivity.
Support customer sales process, transition and process implementation and improvement