Operation Manager

1. Job Purpose:
Manage and lead the Operation team to ensure all shipments are handled accurately, efficiently, timely and in compliance with company policies and customer requirements.
The Operation Manager is responsible for overall operational performance, team management, service quality, cost control and coordination with Sales, Customer Service, Finance, overseas agents and carriers.
2. Key Responsibilities:
- Operation Management
• Manage and oversee daily operation activities for import, export and transit shipments.
• Ensure shipments are handled properly from booking/confirmation through to shipment completion and document closing.
• Monitor key operational milestones, including booking, SI, BL, customs clearance, trucking, loading/discharging, ETA/ETD and delivery.
• Ensure accurate and timely input/update of shipment information in the company's operating system.
• Monitor and resolve operational issues, delays, claims and customer complaints.
• Ensure proper coordination with shipping lines, co-loaders, trucking companies, customs brokers, warehouses, overseas agents and other service providers.
• Establish and improve operational procedures, workflows and internal controls.
• Ensure compliance with company policies, customer requirements and applicable regulations.
- Team Management
• Lead, supervise and allocate workload to the Operation team according to shipment volume and business requirements.
• Set clear responsibilities, priorities and performance expectations for each team member.
• Monitor team productivity, work quality, response time and service performance.
• Coach and train staff on operational procedures, systems and problem-solving.
• Identify performance gaps and take appropriate corrective actions.
• Support recruitment, onboarding, training and development of Operation staff.
• Build a proactive, accountable and customer-oriented Operation team.
- Cost & Vendor Control
• Monitor operational costs and ensure costs are properly controlled and reasonable.
• Review and approve operational expenses within assigned authority.
• Monitor trucking, handling, storage, customs, port and other local charges.
• Negotiate or coordinate with vendors/service providers to obtain competitive rates and good service quality.
• Ensure operational costs are properly recorded and communicated to relevant departments in a timely manner.
• Coordinate with Finance/AP to ensure operational invoices and supporting documents are complete and submitted on time.
- Coordination with Sales / Customer Service
• Work closely with Sales and CS to ensure customer requirements are properly communicated and executed.
• Provide operational solutions for complex or special shipments.
• Review operational feasibility and risks for new business or special requests.
• Support Sales in handling customer complaints and operational issues.
• Ensure clear communication between Sales, CS and Operation to avoid service failures and unnecessary costs.
• Provide operational feedback to management regarding customer requirements, service quality and potential risks.
- Performance & Reporting
• Establish and monitor Operation KPIs, including:
o Shipment handling accuracy
o On-time shipment execution
o Response time
o Documentation accuracy
o Operational cost control
o Customer complaints / claims
o Productivity per staff
o Vendor performance
• Prepare regular operation reports and performance updates for management.
• Analyze operational problems and propose corrective and preventive actions.
• Monitor recurring operational issues and implement solutions to prevent recurrence.
- Risk Management & Compliance
• Identify operational risks and ensure appropriate preventive measures are implemented.
• Ensure proper handling of customs, shipping documents, cargo information and other regulatory requirements.
• Ensure the team follows internal approval and control procedures.
• Take immediate action on critical operational incidents and escalate material risks to management.
• Coordinate with relevant departments and external parties in handling claims, disputes and cargo-related incidents.
- Process Improvement
• Continuously review and improve Operation processes to increase efficiency and reduce errors and unnecessary costs.
• Develop and maintain SOPs, checklists and operational guidelines.
• Identify opportunities for automation and system improvement.
• Work with IT / system teams to improve the use of the company's forwarding and shipment management systems.
• Promote standardization and best practices across the Operation team.