Establish clear roles and responsibilities for the operations teams and the different tiers with escalation matrixes and measurable KPIs in alignment with the regional Operational Excellence standards
Analyse the business and operational gaps before implementation of new IT systems. Ensure a seamless integration between system flows and operations processes before, during and after any roll-out
Ensure that data quality is measured on country level, communicated to the respective operations staff in case of issues, clarified with operations staff in cases of questions or suggestions
Ensure the data quality issues are tackled by understanding the root causes and create the respective solutions such as training or other methods, to improve the quality
Run operational audit and human error analysis to sort out operational issues and develop solutions
Overlook the adherence, optimization and documentation of operations and related processes in coordination with other matrix functions’ goals
Customize the training contents in alignment with Roll-out teams to facilitate smooth roll-out upon the countries’ specific needs
Provide the country input regarding the creation of an operational KPI framework that evaluates operational efficiency, data quality and customer satisfaction (linked to operational processes and based on commercial team requirements) as instructed by Head of Operational Excellence
Facilitate country demand process to channel (e.g. process or application) as instructed by Head of Operational Excellence. Steer and channel valid demands to the respective regional Head of Operational Excellence for consideration of implementation
Receive and decide on the assignation of resources to all process and operations applications changes, modifications on documentation, KPIs, etc
Consult with Regional Head of Operational Excellence with regard to (master) data standard, ensuring business needs are covered and oversee its implementation on country level in process and organizational standards
Follow and utilize the regional auditing framework that regularly evaluates operational quality and customer satisfaction by checking documentation, data quality, operational compliance, etc.
Establish a framework to compare performance between branches within the country to share best
Additional tasks / projects can be added in coordination with the respective (Sub-) Regional Head of Operational Excellence.
What You Bring:
Completed business, IT or engineering degree; Minimum 3 year experience as Operational Excellence manager,
data quality manager, or minimum 3 years of operational and management experience in air & ocean freight
forwarding with a strong quality management focus
Strong analytical skills are must
Structured thinking ability
Ability to see the bigger picture both from commercial/customer and operational/internal perspective
High degree of accountability, results driven mindset
Ability to align with stakeholders at all levels of the business and customer organizations
Capable of communicating and collaborating with people of different regional backgrounds and roles
Ability to perform under pressure and confidence to be performing strong
Professional use of English, other languages are a plus
Willingness to travel
Candidate must be a dedicated FTE and not hold any position in Operations Dept. Unless there are less than 15
FTE in the Country Organization
Job details are sourced from the employer's original posting.
