Operational Excellence Manager

SUMMARY:
Responsible for the country improvement of operational efficiency and optimization, as well as customer satisfaction on for the Air and Ocean organization.

POSITION INFO:

• Establish clear roles and responsibilities for the operations teams and the different tiers with escalation matrixes and measurable KPIs in alignment with the regional Operational Excellence standards
• Analyze the business and operational gaps before implementation of new IT systems. Ensure a seamless integration between system flows and operations processes before, during and after any roll-out
• Ensure that data quality is measured on country level, communicated to the respective operations staff in case of issues, clarified with operations staff in cases of questions or suggestions
• Ensure the data quality issues are tackled by understanding the root causes and create the respective solutions such as training or other methods, to improve the quality
• Run operational audit and human error analysis to sort out operational issues and develop solutions
• Overlook the adherence, optimization and documentation of operations and related processes in coordination with other matrix functions’ goals
• Customize the training contents in alignment with Roll-out teams to facilitate smooth roll-out upon the countries’ specific needs
• Provide the country input regarding the creation of an operational KPI framework that evaluates operational efficiency, data quality and customer satisfaction (linked to operational processes and based on commercial team requirements) as instructed by Head of Operational Excellence
• Facilitate country demand process to channel (e.g. process or application) as instructed by Head of Operational Excellence. Steer and channel valid demands to the respective regional Head of Operational Excellence for consideration of implementation
• Receive and decide on the assignation of resources to all process and operations applications changes, modifications on documentation, KPIs, etc
• Consult with Regional Head of Operational Excellence with regard to (master) data standard, ensuring business needs are covered and oversee its implementation on country level in process and organizational standards
• Follow and utilize the regional auditing framework that regularly evaluates operational quality and customer satisfaction by checking documentation, data quality, operational compliance, etc.
• Establish a framework to compare performance between branches within the country to share best
• Additional tasks / projects can be added in coordination with the respective (Sub-) Regional Head of Operational Excellence

Requirements:

• Completed business, IT or engineering degree
• Minimum 3 year experience as Operational Excellence manager, data quality manager, or minimum 3 years of operational and management experience in air & ocean freight forwarding with a strong quality management focus
• Candidate must be a dedicated FTE and not hold any position in Operations Dept. Unless there are less than 15 FTE in the Country Organization

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