Trans Globe is seeking an experienced and results-driven Branch Operations Manager to lead and develop our freight forwarding operations. The successful candidate will oversee the end-to-end execution of air, ocean, road, customs, and related logistics services while driving operational excellence, customer satisfaction, and profitability.
The role requires a strong leader capable of managing people, improving processes, supporting business growth, and ensuring that operational activities are delivered safely, efficiently, and in compliance with company standards and regulatory requirements.
Key Responsibilities
Operational Leadership
- Lead and manage branch operations across air freight, ocean freight, road freight, customs brokerage, and value-added logistics services.
- Ensure timely and accurate execution of customer shipments.
- Monitor operational performance and service quality.
- Resolve complex operational issues and customer escalations.
- Drive continuous improvement initiatives to enhance productivity and efficiency.
- Ensure compliance with company procedures, customer requirements, and regulatory obligations.
Team Management
- Lead, coach, and develop operations coordinators, customs personnel, customer service staff, and supervisors.
- Establish clear performance expectations and operational KPIs.
- Conduct regular performance reviews and development discussions.
- Support recruitment, onboarding, and training activities.
- Foster a culture of accountability, collaboration, and customer focus.
Customer Service Excellence
- Ensure high levels of customer satisfaction and retention.
- Support key account management activities.
- Participate in customer business reviews and operational meetings.
- Proactively address service failures and implement corrective actions.
Financial and Commercial Support
- Manage operational costs and branch productivity.
- Monitor gross profit performance and shipment profitability.
- Support billing accuracy and timely invoicing.
- Review operational expenditures and supplier performance.
- Collaborate with sales teams to support customer growth initiatives and solution design.
Process and Compliance Management
- Ensure adherence to customs, trade compliance, security, and quality requirements.
- Maintain operational procedures and work instructions.
- Drive standardization and process optimization initiatives.
- Support internal and external audits.
- Monitor operational risks and implement mitigation measures.
Reporting and Performance Management
- Track and report operational KPIs.
- Monitor:
- Shipment volumes by mode
- On-time performance
- Customer service metrics
- Productivity ratios
- Gross profit performance
- Claims and operational exceptions
- Lead regular operational review meetings.
Key Performance Indicators (KPIs)
- Shipments per operations FTE
- Gross profit per operations FTE
- On-time shipment execution
- Customer retention and satisfaction
- Operational profitability
- Invoice accuracy
- Claims ratio
- Employee engagement and retention
- Compliance and audit results
Qualifications
Education
- Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or a related field.
Experience
- Minimum 8-10 years of freight forwarding experience.
- Minimum 3-5 years of leadership experience in freight forwarding operations.
- Experience managing air, ocean, and road freight operations.
- Experience with customs brokerage operations is highly desirable.
- Experience managing operational teams and customer relationships.
Technical Skills
- Strong understanding of international freight forwarding processes.
- Knowledge of customs regulations and trade compliance requirements.
- Experience using freight forwarding management systems (e.g., Logitude, CargoWise, or similar).
- Advanced Microsoft Office skills, particularly Excel.
- Strong analytical and reporting capabilities.
Leadership Competencies
- Strategic thinking
- Customer focus
- Results orientation
- Problem solving
- Team development
- Decision making
- Change management
- Effective communication
- Stakeholder management
What We Offer
- Competitive compensation package.
- Career development opportunities within a growing international logistics organization.
- Professional and collaborative working environment.
- Opportunity to lead and shape operational excellence initiatives across the business.
Apply now and join Trans Globe in delivering world-class logistics solutions across Central Asia and beyond.
