Logistics Operations Senior Manager Malaysia
Job Summary: Lead and manage the 4PL Hub Operations Team to deliver high-quality logistics services. Ensure visibility, proactive/reactive support, continuous improvement, and customer satisfaction. Oversee all operational, quality, and performance aspects within the assigned 4PL Hub Operations Team.
KEY ACCOUNTABILITIES
Strategic Leadership & Team Management
• Lead, mentor, and develop a high-performing operations team within the assigned 4PL Hub Operations Team.
• Build and nurture a high-performing team culture that emphasizes accountability, collaboration, and continuous improvement.
• Empower team members by delegating responsibilities effectively, encouraging innovation, and recognizing contributions.
• Act as a role model for ethical leadership, promoting transparency, integrity, and compliance across all operations.
• Develop succession planning and talent pipelines to ensure long-term organizational resilience.
• Define team structure, roles, and responsibilities aligned with business goals and customer expectations.
• Lead change management initiatives, guiding teams through organizational restructuring, digital transformation, and evolving customer demands.
• Mentor and coach managers and team leaders, equipping them with the skills and confidence to manage complex logistics operations.
• Foster a culture of accountability, collaboration, and continuous learning.
• Manage escalations, performance issues, and ensure adequate coverage during holidays or absences.
• Drive employee engagement and retention through coaching, recognition, and career development planning.
Operational Oversight & Execution
• Oversee end-to-end logistics operations including planning, booking, and shipment monitoring to ensure seamless execution.
• Ensure compliance with customer contracts, service level agreements (SLAs), and key performance indicators (KPIs).
• Implement and enforce standardized processes across the team to ensure consistency and efficiency.
• Monitor daily dashboards and proactively address deviations or bottlenecks in real-time.
• Develop and implement strategies to optimize supply chain efficiency and resilience.
Quality, Compliance & Risk Management
• Ensure all operations adhere to the company’s Quality Plan and risk management framework.
• Oversee the logging, investigation, and resolution of customer complaints and non-conformities.
• Conduct root cause analysis and implement corrective/preventive actions (CAPA).
• Maintain up-to-date documentation of business processes and ensure audit readiness.
Customer Relationship Management
• Act as the senior point of contact for key customers, ensuring high satisfaction and trust.
• Lead regular customer reviews (weekly/bi-weekly/monthly), presenting performance insights, addressing concerns, and aligning improvement plans.
• Manage special customer requests and escalations, ensuring timely resolution and communication.
• Collaborate with IT and other departments to ensure customer systems and tools are functioning optimally.
Continuous Improvement & Operational Excellence
• Champion a culture of continuous improvement through regular process reviews and lean initiatives.
• Identify and implement opportunities for automation, cost savings, and service enhancements.
• Collaborate with supply chain engineers and cross-functional teams to optimize workflows and eliminate inefficiencies.
• Lead initiatives such as morning briefings, performance huddles, and Kaizen events.
3PL Logistics Provider Performance Management
• Work closely with 3PL/Steering teams to evaluate and enhance LSP performance.
• Lead or participate in 3PL review meetings, ensuring alignment on service levels and corrective actions.
• Monitor and report on 3PL KPIs, escalating issues as needed and driving accountability.
Scope & Change Management
• Identify operational impacts of scope changes and communicate them to leadership.
• Support the integration of new customers, services, or geographies into the 4PL hub.
• Ensure smooth transitions and minimal disruption during organizational or process changes.
Governance & Policy Adherence
• Ensure compliance with company policies, including neutrality, ethics, and quality standards.
• Represent the 4PL Hub Operations Team in audits, customer visits, and internal governance forums.
Reporting & Business Intelligence
• Provide regular reports on 3PL performance, quality, finance, and productivity.
• Analyze root causes for escalations and propose corrective actions.
• Monitor Incoterm location files and resolve discrepancies.
QUALIFICATION AND EXPERIENCE
Skills
• Strong leadership and customer service skills.
• Excellent communication (English required; additional languages a plus).
• Proactive, hands-on, and solution-oriented mindset.
• Proficient in MS Office and logistics tools.
• Ability to work under pressure and manage multiple priorities.
Experience
• 5+ years in transport or freight forwarding.
• 5+ years in customer service with international clients.
• Experience in 4PL or Control Tower environments preferred.
• Team management experience of over 50 staff is a must.
• Background in logistics, supply chain, or international trade.
Behavioural
• Team player with strong interpersonal skills.
• Organized, responsive, and detail oriented.
• Strong negotiation and problem-solving abilities.
Language
• Fluent in English + local language