Regional Account Operations Manager

1. Client Relationship & Account Management

• Primary Liaison Role: Act as the central point of contact for APAC client accounts in Malaysia, ensuring that all communications, inquiries, and escalations are promptly addressed.
• Lead quarterly business review meetings with key clients to evaluate performance, discuss improvements, and plan future initiatives.
• Service Quality Assurance: Continuously monitor client service levels against SLA benchmarks and proactively identify potential service gaps.
• Develop and implement remedial action plans to address any deviations, striving for a minimum 95% satisfaction rate tracked through client surveys.

2. Operational Oversight & Logistics Management

• Daily Operations: Supervise the day-to-day logistics processes (import/export, customs brokerage, shipment coordination), ensuring all operations adhere to local and international standards.
• Utilise performance dashboards to track on-time delivery, order accuracy, and throughput efficiency, with monthly target reviews.
• EDI and System Integration: Oversee the accuracy of EDI transactions and resolve integration issues by coordinating directly with IT and product teams.
• Document recurring issues and implement continuous troubleshooting improvements with a target resolution time of <24 hours for critical issues.

3. Financial Management & P&L Accountability

• Budgeting & Forecasting: Develop, manage, and regularly review department budgets to ensure all operational expenses align with forecasted targets.
• Conduct regular variance analyses, reporting financial performance every month and identifying opportunities for cost savings and revenue optimisation.
• Revenue & Expense Optimisation: Monitor profitability by evaluating both revenue streams and expense metrics, ensuring margins are maintained or improved through strategic interventions and process efficiencies.

4. Team Leadership & Talent Development

• Direct Team Management: Lead a multi-functional team of operations staff and coordinate with cross-border team members across APAC.
• Establish clear KPI targets for performance, communication, and operational excellence, with periodic 1-on-1 coaching and performance reviews.
• Training & Skill Enhancement: Develop and implement comprehensive training programs on standard operating procedures (SOPs), compliance requirements, and client-specific protocols.
• Mentor team members for career growth, nurturing a pipeline of high-potential talent for future leadership roles.

5. Forecasting, Carrier Coordination & Supply Chain Planning

• Demand Forecasting: Analyse historical data and future trends to prepare accurate volume forecasts, ensuring operational readiness.
• Translate forecasting insights into actionable pre-booking strategies with ocean carriers, reducing booking errors and optimising shipping costs.
• Carrier Relationship Management: Establish and nurture robust relationships with ocean carriers, negotiating favourable terms and ensuring carriers meet service reliability targets.

6. Process Improvement & Regulatory Compliance

• Operational Efficiency Initiatives: Lead continuous improvement workshops and cross-functional reviews to streamline operational processes using lean methodologies.

• Implement updated SOPs across all APAC stations, ensuring a seamless, standardised operational workflow.
• Compliance & Risk Management: Stay up to date with Malaysian and APAC trade regulations, translating statutory requirements into specific operational protocols.
• Conduct regular training sessions and audits to minimise compliance risks and enhance cargo security.

7. Reporting & Stakeholder Communication

• Dashboard & Performance Reporting: Develop detailed monthly operations dashboards that synthesise key performance indicators, financial outcomes, and process improvement metrics.
• Collaborate with finance, IT, and commercial teams to ensure cohesive reporting that informs strategic decisions.
• Cross-Functional Collaboration: Serve as the conduit between operations and other departments, ensuring alignment on strategic initiatives, timely resolution of exceptions, and streamlined communication.