Primary Liaison Role: Act as the central point of contact for APAC client accounts in Malaysia, ensuring that all communications, inquiries, and escalations are promptly addressed.
Lead quarterly business review meetings with key clients to evaluate performance, discuss improvements, and plan future initiatives.
Service Quality Assurance: Continuously monitor client service levels against SLA benchmarks and proactively identify potential service gaps.
Develop and implement remedial action plans to address any deviations, striving for a minimum 95% satisfaction rate tracked through client surveys.
2. Operational Oversight & Logistics Management
Daily Operations: Supervise the day-to-day logistics processes (import/export, customs brokerage, shipment coordination), ensuring all operations adhere to local and international standards.
Utilise performance dashboards to track on-time delivery, order accuracy, and throughput efficiency, with monthly target reviews.
EDI and System Integration: Oversee the accuracy of EDI transactions and resolve integration issues by coordinating directly with IT and product teams.
Document recurring issues and implement continuous troubleshooting improvements with a target resolution time of
24 hours for critical issues.3. Financial Management & P&L Accountability
Budgeting & Forecasting: Develop, manage, and regularly review department budgets to ensure all operational expenses align with forecasted targets.
Conduct regular variance analyses, reporting financial performance every month and identifying opportunities for cost savings and revenue optimisation.
Revenue & Expense Optimisation: Monitor profitability by evaluating both revenue streams and expense metrics, ensuring margins are maintained or improved through strategic interventions and process efficiencies.
4. Team Leadership & Talent Development
Direct Team Management: Lead a multi-functional team of operations staff and coordinate with cross-border team members across APAC.
Establish clear KPI targets for performance, communication, and operational excellence, with periodic 1-on-1 coaching and performance reviews.
Training & Skill Enhancement: Develop and implement comprehensive training programs on standard operating procedures (SOPs), compliance requirements, and client-specific protocols.
Mentor team members for career growth, nurturing a pipeline of high-potential talent for future leadership roles.
Demand Forecasting: Analyse historical data and future trends to prepare accurate volume forecasts, ensuring operational readiness.
Translate forecasting insights into actionable pre-booking strategies with ocean carriers, reducing booking errors and optimising shipping costs.
Carrier Relationship Management: Establish and nurture robust relationships with ocean carriers, negotiating favourable terms and ensuring carriers meet service reliability targets.
6. Process Improvement & Regulatory Compliance
Operational Efficiency Initiatives: Lead continuous improvement workshops and cross-functional reviews to streamline operational processes using lean methodologies.
Implement updated SOPs across all APAC stations, ensuring a seamless, standardised operational workflow.
Compliance & Risk Management: Stay up to date with Malaysian and APAC trade regulations, translating statutory requirements into specific operational protocols.
Conduct regular training sessions and audits to minimise compliance risks and enhance cargo security.
7. Reporting & Stakeholder Communication
Dashboard & Performance Reporting: Develop detailed monthly operations dashboards that synthesise key performance indicators, financial outcomes, and process improvement metrics.
Collaborate with finance, IT, and commercial teams to ensure cohesive reporting that informs strategic decisions.
Cross-Functional Collaboration: Serve as the conduit between operations and other departments, ensuring alignment on strategic initiatives, timely resolution of exceptions, and streamlined communication.
