Job Description
Operations Manager Operations Manager Job Purpose:
To lead and manage all aspects of international and domestic freight operations, ensuring high service standards, financial performance, and customer satisfaction. This role involves hands-on operational expertise across all transport modes, driving team development, operational efficiency, and process improvement.
Operations Manager Key Responsibilities:Operational Leadership:
* Oversee daily international and domestic freight forwarding activities including import/export, cross-trades by sea, air, and land.
* Lead daily team meetings, logging and tracking all action points via the Action Tracker Log.
* Identify trends within key accounts and proactively implement strategies to improve or sustain performance.
* Continuously review and optimise operational processes to reduce resource expenditure and enhance automation and efficiency.
* Collaborate with the Client Relationship Manager to support customer development and identify new commercial opportunities.
* Support the implementation of new trade lanes, ensuring operational readiness and process integrity.
* Conduct regular one-on-one meetings and appraisals with team members, fostering open communication and development.
* Provide hands-on operational support when necessary, ensuring strong working knowledge of multi-modal freight processes.
* Ensure timely and professional resolution of customer issues and escalations.
* Undertake additional duties as reasonably required by the business.
Financial Management:
* Take ownership of the department’s financial performance, balancing service quality and commercial activity.
* Collaborate with the Operational Financial Controller and Finance team to resolve financial issues efficiently.
* Maximise account profitability by challenging incorrect costs and working with relevant service providers.
* Ensure accurate and timely month-end reporting in coordination with Branch Management and Operations Leadership.
Customer Experience:
* Serve as a customer-facing representative, actively participating in Monthly Business Reviews (MBRs).
* Ensure operational teams consistently deliver exceptional service, with a proactive and solutions-driven approach.
* Champion a ‘best-in-class’ customer service ethos across the department.
Operations Manager Tasks:
* Manage all day-to-day freight forwarding functions within the branch, including:
o Compliance
o Health & Safety
o Security
o Operational Excellence
o Cost Control
o Team Learning & Development