Senior Operations Manager

Monroe Consulting Group, an Executive Recruitment firm, is partnering with an organisation in the Logistics sector to hire a Senior Operations Manager. This opportunity is based in Malaysia.

Position Overview

The role leads and manages the 4PL Hub Operations Team to deliver high-quality logistics services. It plays a critical role in ensuring operational excellence, customer satisfaction, and continuous improvement across regional supply chain operations.

Key Responsibilities

Strategic Leadership & Team Management

• Lead, mentor, and develop a high-performing operations team within the assigned 4PL Hub Operations Team.
• Build and nurture a high-performing team culture that emphasises accountability, collaboration, and continuous improvement.
• Empower team members by delegating responsibilities effectively, encouraging innovation, and recognising contributions.
• Act as a role model for ethical leadership, promoting transparency, integrity, and compliance across all operations.
• Develop succession planning and talent pipelines to ensure long-term organisational resilience.
• Define team structure, roles, and responsibilities aligned with business goals and customer expectations.
• Lead change management initiatives, guiding teams through organisational restructuring, digital transformation, and evolving customer demands.
• Mentor and coach managers and team leaders, equipping them with the skills and confidence to manage complex logistics operations.
• Foster a culture of accountability, collaboration, and continuous learning.
• Manage escalations, performance issues, and ensure adequate coverage during holidays or absences.
• Drive employee engagement and retention through coaching, recognition, and career development planning.

Operational Oversight & Execution

• Oversee end-to-end logistics operations including planning, booking, and shipment monitoring to ensure seamless execution.
• Ensure compliance with customer contracts, service level agreements (SLAs), and key performance indicators (KPIs).
• Implement and enforce standardised processes across the team to ensure consistency and efficiency.
• Monitor daily dashboards and proactively address deviations or bottlenecks in real-time.
• Develop and implement strategies to optimise supply chain efficiency and resilience.

Quality, Compliance & Risk Management

• Ensure all operations adhere to the company's Quality Plan and risk management framework.
• Oversee the logging, investigation, and resolution of customer complaints and non-conformities.
• Conduct root cause analysis and implement corrective/preventive actions (CAPA).
• Maintain up-to-date documentation of business processes and ensure audit readiness.

Customer Relationship Management

• Act as the senior point of contact for key customers, ensuring high satisfaction and trust.
• Lead regular customer reviews (weekly/bi-weekly/monthly), presenting performance insights, addressing concerns, and aligning improvement plans.
• Manage special customer requests and escalations, ensuring timely resolution and communication.
• Collaborate with IT and other departments to ensure customer systems and tools are functioning optimally.

Continuous Improvement & Operational Excellence

• Champion a culture of continuous improvement through regular process reviews and lean initiatives.
• Identify and implement opportunities for automation, cost savings, and service enhancements.
• Collaborate with supply chain engineers and cross-functional teams to optimise workflows and eliminate inefficiencies.
• Lead initiatives such as morning briefings, performance huddles, and Kaizen events.

3PL Logistics Provider Performance Management

• Work closely with 3PL/Steering teams to evaluate and enhance LSP performance.
• Lead or participate in 3PL review meetings, ensuring alignment on service levels and corrective actions.
• Monitor and report on 3PL KPIs, escalating issues as needed and driving accountability.

Scope & Change Management

• Identify operational impacts of scope changes and communicate them to leadership.
• Support the integration of new customers, services, or geographies into the 4PL hub.
• Ensure smooth transitions and minimal disruption during organisational or process changes.

Governance & Policy Adherence

• Ensure compliance with company policies, including neutrality, ethics, and quality standards.
• Represent the 4PL Hub Operations Team in audits, customer visits, and internal governance forums.

Reporting & Business Intelligence

• Provide regular reports on 3PL performance, quality, finance, and productivity.
• Analyse root causes for escalations and propose corrective actions.
• Monitor Incoterm location files and resolve discrepancies.

Key Requirements

Qualifications & Experience

• 5+ years in transport or freight forwarding.
• 5+ years in customer service with international clients.
• Experience in 4PL or Control Tower environments preferred.
• Team management experience of over 50 staff is essential.
• Background in logistics, supply chain, or international trade.

Technical / Functional Expertise

• Strong leadership and customer service skills.
• Excellent communication in English (additional languages a plus).
• Proficiency in MS Office and logistics tools.
• Ability to work under pressure and manage multiple priorities.

Soft Skills & Leadership Competencies

• Team player with strong interpersonal skills.
• Organised, responsive, and detail-oriented.
• Strong negotiation and problem-solving abilities.
• Ethical leadership, transparency, and integrity.
• Ability to foster collaboration and continuous learning.