Operational Excellence Manager Air & Ocean

Our client, a global logistics company, is seeking an Operational Excellence Manager to drive improvements in operational efficiency, process optimisation, and customer satisfaction within the Air & Ocean division.
With flat hierarchies, short decision-making processes, and a collaborative work environment, this role offers a great platform for professional growth and innovation.
Responsibilities:

• Establish clear roles and responsibilities for operations teams, define escalation matrices, and set measurable KPIs aligned with APAC Regional Operational Excellence standards
• Analyse business and operational gaps before implementing new IT systems, ensuring seamless integration with operational processes during roll-outs
• Measure data quality at the country level, communicate issues to operations staff, and collaborate with teams to resolve or implement solutions
• Address data quality issues by identifying root causes and providing solutions, including training to improve data accuracy
• Conduct operational audits, analyse human errors, and resolve operational issues
• Oversee the adherence to, optimisation, and documentation of operations and related processes, ensuring alignment with other matrix functions
• Customise training content in collaboration with Roll-out teams to ensure smooth implementation tailored to country-specific needs
• Contribute to developing an operational KPI framework to assess efficiency, data quality, and customer satisfaction, under the guidance of the Sub-Regional Head of Operational Excellence
• Manage the country demand process for process or application changes, validating requests with the Sub-Regional Head for consideration
• Assign resources for process adjustments, operational application changes, documentation updates, and KPI modifications
• Consult with the Sub-Regional Head on data standards, ensuring they meet business needs and overseeing country-level implementation
• Utilise the regional auditing framework to regularly assess operational quality, documentation, data accuracy, and customer satisfaction
• Establish a framework to compare branch performance within the country and facilitate sharing of best practices

Requirements:

• Proven experience as an Operational Excellence Manager, Data Quality Manager, or at least 3 years’ operational and management experience in air & ocean freight forwarding with a focus on quality management
• Strong analytical skills and a structured approach to problem-solving
• Ability to understand the bigger picture from both commercial/customer and operational/internal perspectives
• Proficiency in stakeholder alignment at all business levels and within customer organisations
• Excellent communication and collaboration skills, capable of working effectively across regional and functional boundaries
• Confidence, resilience, and the ability to perform well under pressure
• Professional proficiency in English; additional languages are an advantage

This is a fantastic opportunity to lead and implement impactful changes in a dynamic, global organisation. If you are passionate about operational excellence and ready to take on a strategic leadership role, apply now!