HEAD OF OPERATION AND CUSTOMER SERVICE
The Head of Operation and Customer Service is responsible for the
management of operations and customer service at a nationwide level. The
candidate will be responsible for leading the operations teams across
our different products, design and execution of products and solutions
to meet current and potential needs of customers. The candidate will be
responsible for managing operations for key accounts and ensuring
excellent relationships with them to facilitate the business, monitoring
the departments’ performance.
In this role:
Will take part in the design and execution of an ambitious business plan
that will look at accelerated growth over the next 5 years
Exposure to Regional and Global Key clients
Enhance leadership capabilities
Process design and implementation
Coach the operations team ensuring that all members are motivated and trained to the required level of competences and skills
Set timely business related objectives to each operations employee
making sure that all of them understand their responsibilities
Determine key development actions to enhance performance.
Drive performance in compliance with the Performance Appraisal Process
Retain and develop talent.
MEASURES OF PERFORMANCE
Country’s budgeted CM1
Client retention – Churn rate
Customer Satisfaction Survey
Employee Engagement Survey
Lead, develop and drive effective and well-synchronised operations and customer service across our products.
Develop relationships with Customs Officials at each of the relevant Commands in Lagos.
Develop close relationships with customers, vendors and client managers.
In conjunction with the Country Sales Manager agree on specific development plans for products, trade lanes and customers.
Establish KPIs and ensure adherence to global/regional/local SOPs
Ensure compliance with operational procedures and systems
Support product development
Responsible for achieving Customer Satisfaction Survey targets.
Responsible for delivering on the variable cost targets
Maintain customers informed about cargo and shipments status throughout
the export/import processes ensuring that procedures are carried out
timely and correctly in order to deliver the agreed services.
Ensure that operating procedures are in place and that a high process
mindset is driven at all times to ensure continuous productivity
Ensure that operations are executed flawlessly and avoid margin deterioration as a result of operational failures.
Act as escalation point on Customs related matters and ensure prompt
resolution of disputes/queries, completion of one-off tasks and
avoidance of any service disruptions for the Company.
Size up service performance with vendors and other thirds parties to improve service levels
Foster relationship with Key Suppliers at Director Levels and ensure
that same is driven in the different levels of the organization at their
own levels of regular interaction.
Ensure accurate file estimation, customer invoicing, supplier invoice
approvals, resolution of customer or supplier invoice dispute, and file
Follow-up on agreed rates, terms, credit and service levels agreed for customers.
Manage the development and deployment of operations and customer service processes, guidelines and standards
Ensure each team have client’s SOP in place, update it and establish IOP with relevant parties (truckers, finance team etc).
Conduct relevant benchmarking and analysis to identify opportunities for performance improvement.
Responsible for all client implementations of new business across Nigeria
Identify development opportunities for further exploration of new services with current or new customers
Actively promote within our customer base cross selling initiatives as agreed with the Country Sales Manager.
WHO WE ARE LOOKING FOR
Minimum of 7 to 10 years experience in managerial positions in Freight Forwarding Operations.
Proven track record of P&L responsibility.
Proven experience on product design and development.
Project management and process excellence skills
Good communicator and able to develop solid relationships with key suppliers
Good skills in negotiation, evaluation and problem solving
Excellent planning and execution capabilities
Result oriented and self driven.
The position requires excellent English written and verbal communication skills. Knowledge of other languages is helpful.
Proficiency in the use of Microsoft Office, Excel, and PowerPoint is required.
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