LAGOS
LOCAL/EXPAT/INTERNATIONAL
OPERATIONS
REF.: DC-012898
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.
WE OFFER
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
LEADERSHIP CAPABILITIES:
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
Operational KPIs
Client retention – Churn rate
Customer Satisfaction Survey
Employee Engagement Survey
KEY RESPONSIBILITIES
GENERAL RESPONSIBILITIES:
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.
OPERATIONAL TASKS:
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 improvements.
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 closing
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
BUSINESS DEVELOPMENT:
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.
Last application date: 15 January 2013.
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