WHAT ARE YOU GOING TO DO?

Customer Operations Management:

• Day-to-Day management of the CLL Control Tower operations team to ensure compliance with established work standards (SOPs and Work Instructions), with the aim to achieve delivery of high-quality Lead Logistics services to CLL customers
• Responsible for the fulfilment of agreed internal and customer quality metrics and KPIs (for example OTIF); in case of non-performance, support investigation process and align corrective actions with other involved CLL functions, such as Contract Management, BPE (Business Process Excellence) etc.
• Guide and oversee the operational teams on issue resolution and act as escalation point for unresolved operational problems with the customer
• Establish and manage a solid relationship with operational counterparts on customer side, manage regular exchanges with the customer on an operational management level

Team and People Management:

• Disciplinary and functional management of an operational team dedicated to one CLL customer, ensuring adherence of all team members to CEVA's values and policies
• Actively manage team performance through monitoring of internal team KPIs, tracking team productivity and labour performance, using CLL tools
• Manage knowledge exchange between resources and ensure that all staff is trained on latest applicable CEVA and customer processes and policies, in line with quality guidelines where applicable
• Responsible for performance evaluation and professional development of team members, including training / development plans and succession planning
• Identify resource needs and support Control Tower Manager and HR teams in recruiting and onboarding process for new hires

Customer and Contract Management:

• Support CLL Control Tower Manager and Contract Manager on P&L analysis to ensure customer profitability vs. operational cost
• Deliver input for preparation of monthly and quarterly business review with customer, taking an active role during periodical review meetings with customers
• Manage regular exchanges with CLL Contract Management to discuss operational problem areas and suggest improvement initiatives
• Implement defined changes to business scope, processes or policies, in alignment with CLL Management, Contract Management and regional BPE (Business Process Excellence)

Control Tower Governance and Operational Excellence:

• Responsible for Document Management within the respective Control Tower scope: ensure that all applicable documentation (SOP, Guidelines, Work Instructions etc.) are kept up to date and all Control Tower resources are trained accordingly
• Ensure that all applicable company and quality policies are adhered to by all Control Tower staff

Other duties:

• Support cross-customer improvement projects in collaboration with Control Tower Management, Contract Managers and / or Business Process Excellence teams
• Regularly exchange with Control Tower Management and other Operations Managers to establish knowledge sharing and re-use of best practices across various customer accounts e.g. through case studies
• Manage other projects assigned by Regional Head of Operations

WHAT ARE WE LOOKING FOR?

• Minimum bachelor's degree in Logistics, Transportation or Supply Chain Management or related field or comparable work experience
• 8+ years of experience in freight forwarding operations or related industry experience in a customer-facing role
• Experience in managing a larger operational team.