Manager, Operations Excellence

Position OverviewWe are seeking an experienced and detail-driven Operations Excellence Manager to join our international freight forwarding organization. This role is responsible for defining, measuring, and continuously improving operational performance across the business. The successful candidate will own KPI frameworks, operational reporting and monitoring, the development of policies, standard operating procedures (SOPs) and work instructions, as well as company-wide project management and the onboarding and implementation of new customers. The ideal candidate combines deep freight forwarding operations expertise with strong process design, analytical and communication skills.Key ResponsibilitiesDefine, document and maintain operational KPIs and service level targets across sea freight and air freight operations; ensure KPIs are measurable, aligned with business objectives and consistently applied across teams and locations.Develop, implement and continuously improve company policies, regulations, standard operating procedures (SOPs) and standard work instructions to ensure consistent, compliant and efficient execution of all operational processes.Lead and manage company-wide operational projects and process improvement initiatives from initiation through planning, execution, monitoring and closure; coordinate cross-functional teams and stakeholders to ensure on-time, on-budget delivery.Manage implementation of new customers (customer onboarding), including requirement gathering, system and documentation setup, training and go-live support, ensuring a smooth and high-quality transition into operations.Maintain a structured repository of all operational documentation (policies, SOPs, work instructions, templates and reports) and ensure versions are controlled and regularly reviewed.Qualifications & RequirementsEducation & ExperienceBachelor's degree or above in Logistics, Supply Chain Management, International Trade, Business Administration or a related field.Minimum 3 years of hands-on experience in international freight forwarding operations, with solid expertise in either ocean freight (sea freight) or air freight operations.Minimum 2 years of experience in an Operations Excellence, continuous improvement, process management or related role is a plus.Skills & CompetenciesStrong analytical and data skills; advanced Microsoft Excel capabilities are required. Experience with Power BI (or similar data visualization / BI tools) is a plus.Proficient knowledge and experience in Cargowise.Fluent written and verbal English communication skills; able to draft professional policies, SOPs and communicate effectively with internal and external stakeholders in English.Strong customer onboarding and implementation experience.Project management knowledge and experience is a plus.