Assistant Manager, Air Freight Control Tower

IN THIS JOB YOU WILL:

• Manage top customers at country level with complex requirements
• Be the primary contact to customer for all operational escalations and improvements needed to ensure service quality/performance levels.
  
  
• Lead weekly/ monthly/ quarterly business review meetings and/or operational meetings with customers and preparation of business review decks
• Take part on operational/ IT project rollout/ initiatives with customers
• Lead continuous improvements through First choice tools, ie Gemba walks, CIPs to increase value add to customers
• Look into performance analysis and ensure customer specific SOPs/ KPIs and service agreements are fulfilled
• Analyse data for improvement opportunities
• Coach relevant stations to ensure that the customer OP is followed and specifications are met
• Maintain communication with internal/external/third parties to meet customer expectations
• Provide proactive problem resolution and corrective actions to ensure excellence in service
• Handle escalations or escalates further if required, drives service recovery
• Develop sustainable relationship with allocated senior management customer
• Coordinate and monitors customer OP-related processes
• Support customer during month end/ quarter end
• Act as a gatekeeper to review new customer reports requirements and set up work instructions

YOU HAVE THE FOLLOWING QUALITIES AND QUALIFICATIONS:

• Good communication and presentation skills
• Strong analytical skills
• High degree of self confidence, initiative and commitment
• Diploma/ degree with at least 3-5 years of relevant working experience