Manager, Operations Compliance (SEA Origins)

***Role Purpose:
Provide regional operational support to SEA Origin offices by ensuring customer instructions and SOP requirements are understood and consistently implemented. The role monitors service performance, investigates exceptions, solves operational problems, validates facts and data, and drives timely follow-up through clear communication and strong ownership.
***Key Responsibilities:
1. SEA Origin Operations Support
• Resolve enquiries from SEA Origin offices promptly and accurately.
• Ensure SEA Origin offices meet customer service-level agreements (SLAs) and operational requirements.
• Communicate customer instructions and SOP changes clearly to SEA Origin offices, confirm understanding, and follow up to ensure consistent implementation.
• Monitor daily operational reports, including AMS, VGM, SA, documentation and other relevant reports.
• Monitor ISF data integrity and ensure filing is completed by the required cut-off time.
• Follow up on overdue vendor invoices with SEA Origin offices.
• Maintain accurate SEA Origin profiles, including contact lists, local office information, and warehouse details and facilities.
• Follow up with SEA Origin offices to ensure mother-vessel schedules are updated accurately and promptly in VMS.
2. Problem Solving and Continuous Improvement
• Investigate operational exceptions, identify root causes, and implement practical corrective actions. This is a critical requirement of the role.
• Ask relevant questions, verify facts, and validate data before reaching conclusions or communicating decisions.
• Proactively identify risks, process gaps, recurring issues, and improvement opportunities.
• Escalate material risks promptly, supported by facts, impact assessment, and recommended actions.
• Drive issues to closure with clear ownership, momentum, and timely follow-up.
3. Performance and Administration Management
• Maintain a thorough working knowledge of customer SOPs and adapt quickly to changes or new instructions.
• Conduct monthly performance and KPI reviews with SEA Origin offices.
• Validate operational reports and performance data for accuracy and completeness.
• Ensure assigned team tasks and follow-up actions are completed on time.
• Prepare concise updates, findings, and recommendations for management and relevant stakeholders.
4. Communication and Regional Coordination
• Maintain effective communication within the team, with other departments, and across SEA Origin offices.
• Ensure SEA Origin offices understand and follow customer instructions, company standards, agreed processes, and required timelines.
• Coordinate across multiple stakeholders to resolve issues and align on corrective actions.
• Listen to Origin concerns, clarify requirements, and support practical resolution while maintaining accountability.
• Communicate professionally, clearly, and respectfully in written, verbal, and virtual interactions.
5. Regional Office Support and Travel
• Travel to SEA offices as required for operational reviews, process alignment, training, issue resolution, performance discussions, and implementation support.
• Conduct on-site reviews, verify actual practices against documented requirements, and follow up on agreed actions.
• Support regional initiatives and help drive consistent execution across SEA locations.
6. Team Support and Customer Service
• Prioritize workload according to operational risk, customer impact, and urgency.
• Provide backup support for colleagues during leave or peak workload periods.
• Deliver professional and responsive customer service.
• Perform other duties or projects assigned by the Manager.