Leads the SI-Systems team to deliver reliable customer service, strong operational performance, and continuous improvement across Shipping Instruction and related system processes.
Creates an environment where team members can perform, develop, and collaborate effectively. The role is accountable for people leadership, team performance, capacity management, operational governance, and stakeholder engagement.
This is a people manager position and is not expected to carry a regular individual operational workload. Operational involvement will focus primarily on critical escalations, business continuity, transitions, and team capability development.
Key Responsibilities
People Leadership
- Lead, coach, and develop team members toward agreed business, customer, and people objectives.
- Set clear expectations, manage individual and team performance, and ensure timely feedback and follow-up.
- Build team capability through development planning, cross-training, knowledge sharing, and succession readiness.
- Promote an inclusive and engaging team environment that encourages ownership, accountability, collaboration, and continuous improvement.
- Support effective workforce planning, onboarding, resource deployment, and business continuity.
Performance and Operational Excellence
- Own team performance across service quality, productivity, timeliness, cost, customer experience, and other agreed KPIs.
- Monitor performance trends, identify gaps, and drive effective corrective and preventive actions.
- Manage workload and capacity to ensure business priorities and customer requirements are consistently met.
- Ensure compliance with SOPs, IOPs, customer requirements, and operational controls.
- Drive right-first-time execution and reduce service failures, claims, penalties, and recurring operational issues.
SI-Systems Governance
- Provide operational governance across Shipping Instruction, VGM, FCR/HBL, Carrier Bill, system updates, ASN, and customs manifest processes.
- Act as the managerial escalation point for critical operational, system, customer, and cross-functional issues.
- Guide Senior Specialists and Process Experts in complex exception handling, troubleshooting, and problem solving.
- Ensure system and data-flow issues are properly assessed, communicated, resolved, and followed through to closure.
- Provide hands-on operational support only when required for critical incidents, business continuity, transitions, or coaching purposes.
Customer and Stakeholder Management
- Build strong collaboration with Customer Service, account teams, destination teams, GSC communities, functional teams, customers, vendors, and carriers.
- Ensure timely and proactive communication on service performance, operational risks, escalations, and recovery plans.
- Lead or support customer and stakeholder performance discussions with clear data, root causes, and action plans.
- Align stakeholders on priorities, responsibilities, service expectations, and sustainable solutions.
Continuous Improvement and Transformation
- Drive process simplification, productivity, automation, data quality, and customer experience improvements.
- Lead team readiness and operational stabilization for migrations, new account implementations, system changes, and process transitions.
- Encourage effective use of data, dashboards, problem-solving methods, and digital tools.
- Ensure improvement initiatives have clear ownership, measurable outcomes, and sustainable benefits.
We’re Looking For
- Bachelor’s degree in Logistics, Supply Chain, International Business, or a related discipline.
- Relevant experience in logistics, supply chain operations, shipping documentation, or customer experience operations.
- Strong understanding of Shipping Instruction, documentation processes, system flows, operational controls, and exception management.
- Proven experience in people leadership, performance management, coaching, and team development.
- Ability to manage team capacity, priorities, operational risks, and service performance.
- Strong stakeholder management, communication, and influencing skills.
- Strong analytical and structured problem-solving capabilities.
- Customer-focused mindset with a strong sense of ownership and accountability.
- Good command of written and spoken English.
- Experience with dashboards, Power BI, automation tools, system implementations, or transformation projects is an advantage.
