Executive recruitment company Monroe Consulting Group Malaysia's Logistic Division is partnering with one of the world's Top 10 freight-forwarding company to hire an Operations Manager. This role leads the operational performance of the Air & Ocean branch at Johor Bahru, ensuring the efficient and compliant delivery of import and export freight forwarding services. The role oversees daily execution of air and ocean shipments, customer service activity, team supervision, and adherence to QHSE and regulatory standards. This position plays a critical role in achieving operational KPIs, maintaining service quality, and supporting financial performance for the branch.
- Oversee the execution of daily import and export freight operations across air and ocean modes, ensuring compliance with regulatory and customer-specific requirements.
- Lead, coach, and supervise the operations team to deliver service excellence, productivity, and adherence to SOPs and THE COMPANY standards.
- Ensure timely and accurate job costing, invoicing, accruals, and event management within operational systems to meet THE COMPANY dashboard and customer KPIs.
- Manage customer service delivery across operational activities, including issue resolution, shipment visibility, and communication with internal and external stakeholders.
- Collaborate with the Branch Manager to maintain service levels and support customer retention through operational excellence.
- Work closely with airline, shipping line, and transport partners to coordinate freight movements, manage capacity constraints, and resolve service disruptions.
- Support the financial performance of the branch by monitoring supplier costs, controlling rework, and identifying opportunities for process optimisation.
- Lead weekly team meetings, manage shift planning and leave approvals, and oversee day-to-day workload balancing.
- Ensure all operational documentation is accurate, complete, and compliant with THE COMPANY and regulatory requirements, including bonded warehouse obligations (where applicable).
- Performs other duties as assigned.
- Refer to the THE COMPANY Leadership profile that outlines the expected behaviours as located on THE COMPANYNet.
Job Requirements:
- Minimum 5 years' experience in international freight forwarding (air and/or ocean)
- Prior experience in an operations leadership or supervisory role
- Strong understanding of import/export processes, customs compliance, and freight documentation
- Knowledge of air and ocean freight procedures, operational systems, and KPI reporting
- Competency in freight management systems (e.g. CargoWise)
- Commercial awareness and ability to manage job profitability
- Understanding of bonded warehouse, security, and aviation/transport compliance
- Effective team leadership and people management skills
- Strong written and verbal communication
- Customer-focused with problem-solving mindset
- Ability to collaborate across internal departments and external stakeholders
