Team Leader - Operations

Job Summary

Become part of our team as a Team Leader - Operations, overseeing the APAC SPOC Operations team to ensure service continuity and operational excellence. Lead daily activities, manage performance, and drive continuous improvement. Ideal for candidates with strong logistics or supply chain experience and proven leadership skills.

Key Responsibilities

• Lead and manage the APAC SPOC Operations team.
• Allocate workload and resources to ensure service continuity.
• Monitor individual and team performance.
• Provide coaching, mentoring, and development support to team members.
• Conduct regular performance reviews and team meetings.
• Support employee engagement and retention initiatives.
• Manage shift planning and resource scheduling when required.
• Oversee daily operational activities including Order Management.
• Shipment Tracking & Follow-up.
• Invoice Administration.
• Customer Request Management.
• Ensure all operational activities are performed in accordance with established SOPs and work instructions.
• Monitor operational risks and implement corrective actions.
• Ensure business continuity and operational readiness.
• Act as the primary operational contract for customer stakeholders.
• Build and maintain strong working relationships with customers and business partners.
• Drive customer satisfaction through proactive communication and issue resolution.
• Participate in customer governance meetings and business reviews.
• Provide operational updates, performance reports, and improvement recommendations.
• Manage operational escalations and critical incidents.
• Coordinate with customers' Supply Chain Teams, Carriers, Logistics Service Providers (LSPs), Planning Teams, and Regional Management.
• Ensure timely resolution of customer issues and service disruptions.
• Drive root cause analysis and preventive action implementation.
• Monitor key operational and service performance indicators.
• Analyze operational trends and identify improvement opportunities.
• Prepare and present KPI reports to management and customers.
• Ensure achievement of service level targets and operational objectives.
• Key focus areas include: Customer Satisfaction; Order Processing Accuracy; Invoice Accuracy; Escalation Resolution; Service Quality; Team Productivity; Continuous Improvement.
• Identify inefficiencies and recommend process improvements.
• Drive standardization and best practice implementation.
• Support automation and digitization initiatives.
• Transition, Training & Knowledge Management.
• Support business migration and transition activities.
• Lead knowledge transfer sessions.
• Maintain SOPs, work instructions, and training materials.
• Ensure new team members are effectively onboarded and trained.
• Establish and maintain knowledge repositories for operational activities.
• Performance Metrics (KPI).
• Customer Satisfaction (CXM).
• Team Productivity.
• Service Quality Performance.
• Escalation Resolution Effectiveness.
• Employee Readiness & Training Completion.
• Continuous Improvement Delivery.

Education & Qualifications

• Bachelor's degree in supply chain management, Logistics, Business Administration, International Trade, Operations Management, or related disciplines.
• Professional certifications in Supply Chain, Logistics, Continuous Improvement, or Project Management will be considered an advantage.

Required Skills

• Order Management System (OMS).
• Transportation Management Systems (TMS).
• Warehouse Management Systems (WMS).
• Microsoft Excel.
• Power BI.
• Outlook.
• Teams.
• Freshdesk.
• PowerPoint.

Key Competencies

• Leadership
• Team Management
• Coaching & Development
• Decision Making
• Customer Focus
• Customer Relationship Management
• Stakeholder Engagement
• Service Excellence
• Operational Excellence
• Problem Solving
• Root Cause Analysis
• Continuous Improvement
• Communication
• Strong written and verbal English communication
• Presentation and facilitation skills
• Planning & Organization
• Prioritization
• Resource Planning
• Multitasking

Experience

• 2-5 years of experience in Logistics Operations.
• 2-5 years of experience in Supply Chain Operations.
• 2-5 years of experience in Control Tower Operations.
• 2-5 years of experience in Order Management.
• 2-5 years of experience in Customer Service Operations.
• 2+ years of team leadership or supervisory experience.
• Experience supporting multinational customers.
• Experience in transition or migration projects.
• Experience working in business support center environments.

Preferred Candidate Profile

The ideal candidate is a proactive and customer-focused operations leader with strong logistics and supply chain background. The candidate should possess excellent leadership and stakeholder management skills, demonstrate a strong commitment to operational excellence, and be capable of managing a high-performing team in a fast-paced environment. The individual should be able to drive continuous improvement, maintain a high level of customer satisfaction, and effectively manage operational risks while ensuring service delivery meets business objectives and customer expectations.

Job Type

Full time

Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.