Operations Manager

Description
Company Background:
PSA BDP, a member of the PSA Group, is a leading provider of globally integrated and port-centric supply chain, transportation, and logistics solutions. The company is headquartered in Philadelphia, PA, and employs more than 5,500 people worldwide.
We are a team that celebrates our unique diversity and close-knit community atmosphere. Our core values begin at the very top and span the broad reach of our global community.
We offer dynamic careers for those individuals looking to be a part of something bigger and provide unequivocal opportunities for growth within the organization.
PSA BDP serves over 5,000 customers, including some of the world's leading multinational companies within the chemical, retail & consumer, life sciences & pharmaceuticals, and electric vehicle & industrial verticals.
Job Summary:
The role is responsible for the operations excellence of the various teams under his care. The role is to inculcate a culture of excellent customer service in the team. In addition, the Manager is to conduct manpower planning and deployment to ensure productivity is at optimum level.
Key Responsibilities
Operations Excellence
Oversee the smooth running of day-to-day operations.
Ensure teams follow SOPs and investigate non-compliance.
Ensure that team leaders perform audit checks on all outgoing documents.
Communicate and coach team members on best practices and potential pitfalls to avoid from time to time.
Conduct team and inter-team meetings across departments to resolve challenges and enhance customer service.
Ensure teams have credible & workable backup plans. All team members are cross-trained and have hands-on experience handling the work.
2. Customer Service Excellence
Create a culture of customer service excellence by reinforcing to the team regularly the importance of proactiveness and prompt response to customers.
Provide advice and assistance to customers in resolving their logistics shipping issues.
Hold regular Monthly Operations Meetings with Customers to obtain feedback on service performance and resolve operational issues.
Investigate customer complaints and recommend corrective and preventive actions to resolve the issues.
Collaborate with various internal teams to deliver great customer experience to existing and prospective customers.
3. People Management
Conduct manpower resource planning to ensure that workload is evenly distributed and all the staff work as a team to achieve greater productivity and output.
Conduct Performance Reviews and mentor and coach staff to achieve goals set.
Focus on talent management & development in building a strong succession bench.
Ensure onboarding of new hires is conducted to integrate the team with the organization successfully.
Create an engaging environment that motivates the team to achieve high performance.
4. Performance Report
• Collate and analyse operation statistics with monthly submission to immediate superior.
• Submit Monthly KPIs Reports to Customers.
Requirements
Degree or Diploma
3 - 5 years of managerial experience in forwarding, shipping, and documentation in the logistics space
Competent in IT systems, e.g., SAP and other in-house logistics systems
Competent in Microsoft
Strong Leadership skills
Good communication and Problem- Solving skills
Positive and Can-Do attitude