C.H. Robinson is seeking for a Manager Operations in Global Forwarding (GF) for our branch in Johor, Malaysia. In this role you will be leading a team responsible for operational activities ensuring effectiveness and efficiency throughout the entire process. You will ensure that the team achieves productivity, quality, and world-class service objectives by aligning resources and defining role expectations. You manage performance and supports employee growth and development. In addition, you have significant responsibility to continuously evaluate and improve operational processes, including service and cycle time optimization to meet business goals and efficiency targets. Finally, you will be supervising a compact Team of either individual contributors and/or other operations leaders.

DUTIES AND RESPONSIBILITIES

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

Operational Expertise

• Well-rounded experience with Ocean, Airfreight Operations (majority) and Warehousing & Distribution (minority) and cross-border activities
• Familiarity with the Malaysian market, with centre of gravity in Johor Bahru
• Willing to engage and build strong relationships with key customers and vendors

Leadership and Talent Management:

• Outline employee role accountabilities and expectations; manage performance to ensure productivity, quality, efficiency, and service objectives are achieved
• Support the personal/professional development for assigned team.  Coach and guide to improve performance and drive accountability.  Provide timely feedback and problem-solving assistance via regular checkpoints and/or in response to situational needs.  Understand development needs and create opportunities for experiences that 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, recruit, select, and onboard qualified and diverse talent
• Manage annual merit and equity programs for assigned team to align compensation with performance results
• Encourage employee feedback through formal and informal channels.  Acknowledge and take action on feedback to drive a trusting culture of open two-way communication, 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
• Align resources to support efficiency and effectiveness goals. 
• Establish a culture centered 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 and where possible, remove friction and waste.
  • Monitor team productivity and quality results and adjust as needed.
  • Ensure service delivery standards are being achieved.
  • Review KPI's to identify opportunities to maximize or improve operational performance
• Ensure employee compliance to standard operating procedures and company policies
• 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
• Remain current on business needs and changes and customer and/or carrier expectations.  Partner on business development opportunities, problem resolution and work together on continuous improvement.  Ensure operations teams are well-informed of business expectations and well-positioned to deliver.  Serve as an operations subject matter expert.  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.  Share observations, feedback and ideas to operations leadership
• Leverage technology to improve efficiency; ensure an understanding of available tools and systems to advance work processes and automation. Work with operations leadership and internal stakeholders, including IT, to drive system changes to improve effectiveness and/or efficiency. Present suggestions or improvements to drive better performance
• 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
• Fluency in any of the local languages and English
• Minimum 5 years Global Forwarding operations experience
• Minimum 2 years of experience leading and managing teams
  • Minimum 5 years of customer service in a call center or operations environment
  • Minimum 2 years of leading and managing teams
• Ability to travel, depending on position location

Preferred:

• Bachelor’s degree from an accredited college or university
• Previous customer service experience
• 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.)
• Knowledge of emerging technology and trends
• Proficient in Microsoft Office Suite of programs
• Demonstrated ability to lead, motivate and influence others, set a positive example, and create a productive, positive environment
• Collaborative, adaptive leadership approach
• Solid written and verbal communication skills with the ability to communicate an inspiring vision and engage and motivate a team to perform at their best
• Proficiency in financial and operational performance metrics with the ability to understand and communicate them
• Strong problem solving and conflict resolution skills
• Lead change and employs a continuous improvement approach to their work
• Proven track record for delivering process/continuous improvement and change management results
• Ability to multitask and prioritize projects efficiently and effectively with superb attention to detail
• Values a diverse and inclusive work environment

C.H. Robinson is proud to be an Equal Opportunity and Affirmative Action employer. We believe in equality for all and celebrate the diversity of our employees, customers and communities. We believe this increases creativity and innovation, drives business growth and enables engaged and thriving teams.  We’re committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued and respected.

Benefits
• EPF contribution 15%
• Group Health Insurance 
• Flexible Benefit (Dental treatment or Optical purchase) 
• Birthday Leave