JOB DESCRIPTION FOR INTERNATIONAL OPERATIONS MANAGER

GENERAL DESCRIPTION

The Operations Manager is responsible to demonstrate excellent leadership skills and qualities in managing the day to day affairs of the International Operations Department. It includes

developing and implementing operational policies/procedures, strategic decisions and work improvements to achieve quality, productivity and efficiency in all jobs and services rendered. The duties and responsibilities listed here can be carried out on a daily, fortnightly, monthly, bi-annually, yearly and adhoc basis.

KEY DUTIES - OPERATIONS SYSTEM

1. Develop and implement strategic and operational objectives.

2. Set realistic Key Performance Indicators and measure achievements.

3. Ensure all the activities in operations are carried out in an appropriate and cost-effective manner.

4. Generate new ideas to improve productivity and to reduce cost.

5. Oversee and ensure the day-to-day office management tasks/activities are carried out effectively in VGS Outbound Management Report.

6. Supervise and monitor all the employees to achieve the operational objectives and goals.

7. Identify and address all work and employee related problems and accord the necessary resolutions.

8. Ensure all safety regulations are strictly adhered to by employees.

9. Manage the budgeting and reporting to Higher Management via VGS outbound miscellaneous billing.

10. Ensure Service Level Agreement is maintained and customer satisfaction is achieved and updated at all times in VGS Admin Agreement Report.

11. Review and enhance manifest reports on all shipments via VGS inbound and outbound reports.

12. Identify training needs and requirements and recommend suitable training programmes for employees.

13. Work with Higher Management to determine values and missions, and plan for short and long-term goals.

14. Ensure all shipments comply and adhere to custom and permit requirements via VGS Inbound Permi Request..

15. Communicate with various HODs on operational matters, projects and initiatives etc.

MANPOWER MANAGEMENT

1. Plan manpower requirements and allocations with the operation supervisors.

2. Work with HR Department on manpower requisition and hiring.

3. Provide effective supervision through good leadership skills.

4. Ensure compliance of occupational, health and safety regulations to prevent accidents or injuries in workplaces and/or public environments.

5. Conduct employee performance appraisal via VCS - HR - Employee Appraisal to provide constructive feedback to HR Dept.

6. Address human relation issues and promote employees' health and well-being.

7. Reconcile work related disputes and carry out disciplinary actions where required.

8. Set realistic work standards to achieve quality and productivity in performance and carry out periodic reviews.

1. Ensure all employees are aware of their role and responsibilities in the workplace to facilitate a smooth running and productive operational environment.
2. Ensure all employees have a clear understanding of their job descriptions and their tasks should be clearly communicated to them at the commencement of their employment.

CUSTOMER RELATION MANAGEMENT- CRM

1. Through CRM approach, learn more about target audiences/customers and how to best handle and cater to their needs.

2. Reconcile timely all complaints and incidents received by emails, calls and social medias and update via VGS Outbound incident Entry.

3. Analyse customers' complaints and develop new customer care strategies and procedures to ensure customer retention.

4. Communicate customer's and agents' feedbacks and issues with the operations team and devise concrete ways to resolve problems/ complaints to improve the customer service.

5. Communicate all operating related issues at departmental meetings and disseminate via Focalscope email internally.

6. Ensure all employees observe and maintain customer satisfaction at all times.

TRAINING AND DEVELOPMENT

1. Conduct skills gap analysis between employees' existing skills and the skills required by the organization to achieve current and future goals.

2. Identify training and development needs for employees.

3. Recommend a structured training program, clearly defining the scope, course outline and time-frame.

4. Deliver and oversee the training for individuals or groups of employees.

5. Conduct the evaluation and assessment of the effectiveness of the training.

6. Responsible to equip employees with the knowledge, practical skills and motivation to carry out their work activities, effectively.

POLICES AND PROCEDURE

1. Ensure compliance and adherence of all company policies, rules and regulations.

2. Conduct periodic reviews on HR policies and recommend the necessary amendments and changes as and when required.

3. Prepare and promulgate Standard Operating Procedure (SOP) and carry out reviews bi-annually.

EDUCATION/EXPERIENCE AND SKILLS REQUIREMENTS

1. Minimum Degree in related discipline

2. Minimum 5 years' experience in related field

3. Strong organisational skills

4. Multi-tasking skills

5. Leadership and supervisory skills

6. Strong interpersonal skills

7. Written and communication skills

8. Problem solving and decision making skills

9. Time-management skills

10. Conflict management skills

11. Good customer relation skills

12. Microsoft office skills