FHS Operations Manager

Monroe Consulting Group Malaysia, an executive recruitment firm, is partnering with an international 4PL logistics and supply chain company to hire an Operations Manager. This opportunity is based in Subang Jaya, Selangor.

Job Summary

The Operations Manager (Air or Sea) will be responsible for overseeing matters related to Air and Sea Import or Export Operations for the assigned branch.

Job Responsibilities

Coach and Develop a Team

• Ensure team members have the necessary skills and knowledge to perform their roles.
• Ensure proper utilization and mastery of tools and processes by the team.
• Implement strategies for the assigned area.
• Encourage training, personal, and career development through performance appraisals and regular review of industry training and certification requirements.
• Maintain up-to-date industry knowledge and keep employees informed of company, industry, and branch updates.

Operations

• Act as a mediator between customers and customs officers in case of disputes.
• Resolve customs-related issues and ensure all freight forwarding operations align with company objectives.
• Ensure timely documentation and task completion.
• Ensure business processes comply with ISO 9001 and other requirements.
• Provide quality service to maintain high standards of customer care.
• Ensure adherence to company procedures by the team.
• Prepare monthly, quarterly, and ad-hoc reports, including operational and productivity KPIs.
• Review operational procedures, identify improvement opportunities, and promote continuous improvement within the team.
• Act as the first point of escalation for operational or commercial issues related to sea freight, air freight export/import, and customs.
• Manage employee relations matters, including timekeeping, absence, disciplinary actions, and grievances.

Billing

• Ensure accurate and timely billing processes.

Transformation and Improvement

• Participate actively in business reviews with Regional Contract Managers or Management to present performance and address service issues.
• Resolve recurring customer service issues.
• Monitor the deployment and efficiency of new operational practices with 3PLs.

Specific Activities

• Perform additional tasks as requested by the manager.

Job Requirements

Technical Skills

• Proven track record in a similar role, preferably in a 4PL environment.
• Experience in transport management or freight forwarding, particularly in air operations.
• Knowledge of transport operations management (Airfreight, Seafreight, Rodafreight).
• Strong team leadership and organizational skills to manage large teams (40+ members).
• Service-oriented personality with a hands-on, can-do attitude and problem-solving abilities.
• Proficient in using web applications and MS Office (Outlook).
• Ability to work under pressure.

Behavioral Competencies

• Excellent communication and interpersonal skills.
• Strong team player with a responsive and organized approach.
• Rigorous, with effective negotiation skills.

Languages

• Fluent in English and the local language.