Logistics Operations Manager

The Associate Manager – Operations Logistics at CEVA GBSI is accountable for leading high-performing teams to deliver against defined KPIs and KRAs, while continuously driving process and cost optimization initiatives. This role plays a pivotal part in fostering a motivated and performance-oriented team culture, ensuring operational efficiency, and aligning service delivery with business expectations. As a key liaison between GBS operations and business stakeholders, the Associate Manager is responsible for maintaining service excellence, process compliance, and customer satisfaction.

Key Responsibilities

• Reporting & Dashboards: Develop and maintain dashboards and reporting mechanisms to provide clear visibility into workload distribution, task completion, and adherence to Service Level Agreements (SLAs).
• Escalation & Error Management: Maintain an active escalation and error log; analyze recurring issues to implement timely corrective and preventive actions.
• Client Communication: Ensure consistent follow-ups with internal/external stakeholders to obtain missing information and resolve queries, enabling timely completion of daily tasks.
• Team Escalation Point: Act as the first level of escalation for process-related queries and support needs raised by team members.
• Performance Monitoring: Review and verify individual productivity and accuracy metrics; update shared trackers to reflect real-time performance.
• Reporting Cadence: Prepare and publish daily, weekly, and monthly performance reports in alignment with management expectations.
• Team Governance: Conduct regular team huddles and review meetings to reinforce operational compliance, clarify process expectations, and address team concerns.
• Training & Development: Identify skill gaps and provide on-the-job coaching, refresher training, and knowledge-sharing sessions based on documented SOPs and process changes.
• Workforce Management: Prepare shift rosters, support transport coordination, and ensure optimal staffing levels are maintained to meet operational goals.
• Team Engagement: Foster a positive and collaborative team culture by promoting open communication, mutual respect, and shared ownership of outcomes.

Required Skills & Experience:

• Must have experience on CargoWise software platform
• Min 1 year experience as team leader / associate manager
• Minimum 4 years of experience in multinational corporations or shared services/GCC environments.
• Strong knowledge of end-to-end logistics operations (Air, Ocean, Road, Customs)
• Understanding of SLAs, KPIs, and operational governance
• Ability to do stakeholder management and have good communication skills
• Comfortable with data tools (Excel, Power BI, etc.)