Senior Operations Manager

Monroe Consulting Group, an Executive Recruitment firm, is partnering with an organisation in the Logistics sector to hire a Senior Operations Manager. This opportunity is based in Malaysia.Position OverviewThe role leads and manages the 4PL Hub Operations Team to deliver high-quality logistics services. It plays a critical role in ensuring operational excellence, customer satisfaction, and continuous improvement across regional supply chain operations.Key ResponsibilitiesStrategic Leadership & Team ManagementLead, mentor, and develop a high-performing operations team within the assigned 4PL Hub Operations Team.Build and nurture a high-performing team culture that emphasises accountability, collaboration, and continuous improvement.Empower team members by delegating responsibilities effectively, encouraging innovation, and recognising contributions.Act as a role model for ethical leadership, promoting transparency, integrity, and compliance across all operations.Develop succession planning and talent pipelines to ensure long-term organisational resilience.Define team structure, roles, and responsibilities aligned with business goals and customer expectations.Lead change management initiatives, guiding teams through organisational restructuring, digital transformation, and evolving customer demands.Mentor and coach managers and team leaders, equipping them with the skills and confidence to manage complex logistics operations.Foster a culture of accountability, collaboration, and continuous learning.Manage escalations, performance issues, and ensure adequate coverage during holidays or absences.Drive employee engagement and retention through coaching, recognition, and career development planning.Operational Oversight & ExecutionOversee end-to-end logistics operations including planning, booking, and shipment monitoring to ensure seamless execution.Ensure compliance with customer contracts, service level agreements (SLAs), and key performance indicators (KPIs).Implement and enforce standardised processes across the team to ensure consistency and efficiency.Monitor daily dashboards and proactively address deviations or bottlenecks in real-time.Develop and implement strategies to optimise supply chain efficiency and resilience.Quality, Compliance & Risk ManagementEnsure all operations adhere to the company’s Quality Plan and risk management framework.Oversee the logging, investigation, and resolution of customer complaints and non-conformities.Conduct root cause analysis and implement corrective/preventive actions (CAPA).Maintain up-to-date documentation of business processes and ensure audit readiness.Customer Relationship ManagementAct as the senior point of contact for key customers, ensuring high satisfaction and trust.Lead regular customer reviews (weekly/bi-weekly/monthly), presenting performance insights, addressing concerns, and aligning improvement plans.Manage special customer requests and escalations, ensuring timely resolution and communication.Collaborate with IT and other departments to ensure customer systems and tools are functioning optimally.Continuous Improvement & Operational ExcellenceChampion a culture of continuous improvement through regular process reviews and lean initiatives.Identify and implement opportunities for automation, cost savings, and service enhancements.Collaborate with supply chain engineers and cross-functional teams to optimise workflows and eliminate inefficiencies.Lead initiatives such as morning briefings, performance huddles, and Kaizen events.3PL Logistics Provider Performance ManagementWork closely with 3PL/Steering teams to evaluate and enhance LSP performance.Lead or participate in 3PL review meetings, ensuring alignment on service levels and corrective actions.Monitor and report on 3PL KPIs, escalating issues as needed and driving accountability.Scope & Change ManagementIdentify operational impacts of scope changes and communicate them to leadership.Support the integration of new customers, services, or geographies into the 4PL hub.Ensure smooth transitions and minimal disruption during organisational or process changes.Governance & Policy AdherenceEnsure compliance with company policies, including neutrality, ethics, and quality standards.Represent the 4PL Hub Operations Team in audits, customer visits, and internal governance forums.Reporting & Business IntelligenceProvide regular reports on 3PL performance, quality, finance, and productivity.Analyse root causes for escalations and propose corrective actions.Monitor Incoterm location files and resolve discrepancies.Key RequirementsQualifications & Experience5+ years in transport or freight forwarding.5+ years in customer service with international clients.Experience in 4PL or Control Tower environments preferred.Team management experience of over 50 staff is essential.Background in logistics, supply chain, or international trade.Technical / Functional ExpertiseStrong leadership and customer service skills.Excellent communication in English (additional languages a plus).Proficiency in MS Office and logistics tools.Ability to work under pressure and manage multiple priorities.Soft Skills & Leadership CompetenciesTeam player with strong interpersonal skills.Organised, responsive, and detail-oriented.Strong negotiation and problem-solving abilities.Ethical leadership, transparency, and integrity.Ability to foster collaboration and continuous learning.