Senior Executive, Operation Management, National Control Tower

岗位职责：
1.执行约定的标准操作程序（SOP），确保服务水平和绩效的稳定；
2.与跨部门（即运营/产品/FICO/IT/站点/商业/实施）联系，解决日常运营问题或相关客户投诉； 
3.根据业务需求处理报告，并负责报告优化；
4.处理升级问题，必要时进一步升级；
5.执行整改方案，以实现与负责客户的可交付关键绩效指标（KPI），确保客户满意度；
6.在日常运营中与客户保持可持续的关系；与职能部门保持良好沟通，确保根据服务协议履行日常运营； 
7.参与并支持实施满足客户要求的项目；
8.准备并主导与客户的定期绩效评审会议（例如MBR、QBR、YBR）； 
9. 在观察到绩效失败时启动绩效/服务质量改进活动；
10.灵活支持客户需求

岗位要求：
1.至少5年的相关职位工作经验；
2. 对物流或货运代理或合同物流业务有出色的了解；
3.具备海运/空运/国内货运知识和操作经验；
4.具备优秀的产品知识和MS Excel及PPT技能；
5.良好的沟通和人际交往能力；
6.优秀的分析和解决问题的能力；
7.具备良好的项目管理和质量管理知识；
8. 良好的演讲和主持会议技巧； 
9.能够流利地使用英语进行书面和口头交流；

Job Description:
1. Execute agreed SOP to ensure stable service level and performance;
2. Liaise with the related stakeholders ( i.e. Operations/Product/FICO/IT/Stations/Commercial/ Implementation) to resolve day-to-day operational issues or related customer complaints;
3. Handle reports per business required & be responsible for report optimizations;
4. Handles escalations or escalates further if required;
5. Execute aligned corrective actions to achieve deliverable KPIs with allocated customers to ensure customer satisfaction
6. Retain a sustainable relationship with allocated customers on daily operation; well communicate with responsible functions to ensure the fulfilment in daily operation per service agreements;
7. Participate in and support the implementation of programs to meet mandated customer requirements;
8. Prepare & lead regular performance review meeting with customers (e.g. MBR,QBR,YBR);
9. Launch performance / service quality improvement activities when observe performance failure;
10. Be flexible on account support;

Job Requirements: 
1. At least 5 years related working experience;
2. Excellent knowledge of LOGISTICS and/or the freight forwarding and/or contract logistics business;
3. Preferable to have ocean freight / airfreight / domestic freight operation experience;
4. Excellent Product Knowledge and MS Excel & PPT Skills;
5. Good communication and interpersonal skills;
6. Excellent analytical and Problem Solving Skills;
7. Good program management & quality management knowledge;
8. Good presentation skills;
9. Fluent English in written and speaking;