Operations Supervisor (Customer Service for Global Logistics)

JOB DESCRIPTION

The Operations Supervisor is responsible in providing guidance and leadership to team leaders and members to achieve both customer and business outcomes through effective communication, problem solving, and efficient process execution.

He / she will lead the team to implement and execute the right processes in order to achieve productivity, timeliness, and quality success measures and enable business growth. He / She will also monitor and assess teams’ operational methods and processes and propose ways to improve them.

This position reports to Global Business Services – Operations Manager.

RESPONSIBILITIES

Operations Management

• Manages and leads leaders and members in the execution of day-to-day operations based on migrated processes which includes but not limited to :
• SEA Documentation and Rating
• ISF-related activities (Importer Security Filing)
• Possesses in-depth understanding of business and processes to be able to effectively monitor overall performance in order to achieve service and operational excellence
• Develops and implements standard operational rhythm to consistently deliver service level objectives and metrics on timeliness, accuracy, quality of work, and customer satisfaction
• Sets clear and realistic goals to leaders and members and monitors team and individual performance regularly
• Advocates process documentation and standardization towards process maturity
• Drives key initiatives to facilitate process improvement and efficiency; Partners with both internal and external customers to implement critical actions
• Conducts root cause analysis to drive permanent issue resolution

People Management

Stakeholder Management

QUALIFICATIONS