職務要求

- Establish clear roles and responsibilities for the operations teams and the different tiers with escalation matrixes and measurable KPIs in alignment with the APAC Regional Operational Excellence standards

- Analyse the business and operational gaps before implementation of new IT systems. Ensure a seamless integration between system flows and operational 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 content in alignment with Roll-out teams to facilitate smooth roll-out upon the countries’ specific needs

- Provide country’s 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 Sub-Regional Head of Operational Excellence

- Facilitate country demand process to channel (e.g. process or application) as instructed by Sub-Regional Head of Operational Excellence. Steer and channel valid demands to the respective Sub-Regional Head of Operational Excellence for consideration of implementation

- Receive and decide on the assignment of resources for process(es) and operational application(s) changes, modifications on documentation, KPIs, etc

- Consult with Sub-Regional Head of Operational Excellence regarding (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 practice

- Additional tasks / projects can be added in coordination with the respective Sub-Regional Head of Operational Excellence.

任職資格

- Completed business, IT or engineering degree; Minimum 1 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

- 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

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