C.H. Robinson is currently seeking a Manager - Operations in Global Forwarding for Manila offices.

As a Manager- Operations, you will be responsible for operational activities ensuring effectiveness and efficiency throughout the entire process. You will ensure team achieves productivity, quality, and world-class service objectives by aligning resources and defining role expectations. The Operations manager will manage the team's performance and supports employee growth and development. They have a significant responsibility to continuously evaluate and improve operational processes, including service and cycle time optimization to meet business goals and efficiency targets.

If this all sounds good, let's talk more about what you will be working on:

DUTIES AND RESPONSIBILITIES:

The duties and responsibilities of this position consists of, but are not limited to, the following:

Leadership and Talent Management:

• Outline employee role accountabilities and expectations; manage performance to ensure productivity, quality, efficiency, and service objectives are achieved

• Support, coach and guide team members to improve performance and drive accountability.  Conduct regular check-ins, provide timely feedback, understand development needs and create opportunities to support development needs.

• Clearly communicate operations objectives and team/individual performance metrics

• Cascade communications on office, divisional and organizational initiatives to ensure employee’s understanding and alignment

• Employ strong change management tactics to drive desired behaviors and results.

• Partner with Talent Acquisition to establish a pipeline and recruit qualified and diverse talent.

• Manage annual merit and equity programs for assigned team to align compensation with performance results

• Encourage and acknowledge employee feedback and take corrective actions thus driving a culture of open two-way communication, trust, inclusivity and continuous improvement

• May participate and/or lead annual budgeting process for operations team

Business and Execution Management/Operations Leadership:

• Responsible for ensuring execution strategy is in line with business objectives

• Establish a culture focusing on quality, process, and efficiency to drive desired service levels at appropriate costs

• Continuously evaluate processes for efficiency and effectiveness.

• Work with peers and leadership to develop and implement operational strategies that deliver quality

• Monitor team productivity and quality results ensuring SLA standards are achieved.

• Review KPI's to identify opportunities to maximize or improve operational performance

• Develop and maintain effective relationships with internal stakeholders.  As necessary, review service level metrics and keep internal partners apprised of operations results, initiatives, or changes

• Contribute to and/or participate in customer facing initiatives; business reviews and continuous improvement initiatives as needed

• Develop, maintain, and leverage internal relationships with operations peers that reinforces a culture of one team and enables the execution of high-quality service, ethical issue resolution, and process or service improvements. 

• Leverage technology to improve efficiency; ensure an understanding of available tools and systems to advance work processes and automation.

• Maintain a strong understanding of all C.H. Robinson product offerings and modes

• Other duties or responsibilities as assigned according to the team and/or country specific requirements

QUALIFICATIONS

Required:

• High School Diploma or Graduate degree or equivalent

• Minimum 5 years Global Forwarding operations/ call center operations experience

• Minimum 5 years of experience leading and managing teams

• Ability to travel, depending on position location

Preferred:

• Bachelor’s degree from an accredited college or university

• Extensive experience working on projects and initiatives with individuals outside of peer group

• Experience or knowledge of operational excellence methodologies (i.e., Lean, Six Sigma, CSCP, etc.) and track record for delivering process/continuous improvement and change management results

• Knowledge of emerging technology and trends

• Collaborative, adaptive leadership approach with demonstrated ability to lead, motivate and influence others, set a positive example, and create a productive, positive environment

• Proven Values a diverse and inclusive work environment

Disclaimer:

• This job description is intended to generally describe the nature and level of work to be performed by employees in this position.  It is not intended to be construed as an exhaustive list of all responsibilities and skills required of employees performing this role.

Benefits
• Philcare-Group Health Insurance 
• Birthday Leave
• Mobile allowance