Senior Operations Manager

JOB TITLE: Senior Manager Operations

Job Location: Karachi, Pakistan

Job Purpose:

Responsible for overseeing and optimizing the end-to-end air and ocean freight operations to ensure timely, cost-effective, and compliant service delivery. This role plays a key leadership position, working cross-functionally with the Operations and Sales Team to enhance operational efficiency, drive customer satisfaction, and support business growth objectives.

Job Description:

• Meeting and exceeding agreed KPIs & SLA with customers and other stakeholders.
• Manage vendor relationships including carriers, airlines, ocean liners, and ground transport providers.
• Collaborate with stakeholders (internal & external) to understand customer expectations and translate that knowledge into process improvements / changes to improve operational efficiency & customer experience.
• Act as a liaison between sales team, operations team, and network offices, ensuring smooth communication and coordination.
• Provide operational insights to support product pricing strategy based on key market insights
• Handle key customer accounts from an operational standpoint and manage escalations.
• Conduct regular customer connect to understand their concerns / challenges and take appropriate corrective measures for addressing them and ensuring retention.
• Foster a high-performance, customer-focused culture across teams.
• Ensure periodic reporting to management with key business highlights.
• Identify process inefficiencies and implement improvements to enhance productivity.
• Monitor departmental budgets and ensure effective utilization of resources as well as periodic budget reporting.

Qualification & Requirements:

• Graduate preferably Masters in Supply Chain or Business.
• 7-10 years relevant experience.
• Experience in managing service delivery team in an international supply chain management & freight forwarding set up on a leading position.
• Thorough knowledge of Ocean Freight & Air Freight operations
• Excellent understanding of principles of Freight Forwarding & Shipping
• Strong customer service mindset with ability to connect with customers and go an extra mile in resolving their issues / concerns.
• Excellent communication and presentation skills.
• Project management experience and process mindset.
• Strong business acumen and industry knowledge.
• Leadership and coaching skills.
• Strong Analytical & Problem-Solving skills
• Result and solution-oriented mindset.