Head of Operations, Air Freight

Position:  Head of Operations, Air Freight

Location:  AIA East Gateway Building

Key Responsibilities: -

• To take full responsibility and leadership of the management of Import & Export Operations, Customer Service (front & backline), and Warehouse & Transportation functions
• Effective deployment of staff and ensure optimum productivity of assigned functions
• Drives achievement of the functions' KPIs and manages and improves the performance
• Lead, motivates and supervises the functions to achieve high performance and service quality  
• Drives execution of global/ regional strategy/ programs on country level
• Maintains and ensures cost effectiveness of the relevant functions
• Ensure that operational issues are resolved effectively within the team and/or suppliers.
• Drive initiatives to continuously improve operations
• Strengthen the synergy amongst the different Air Freight functions (Ops/ CS/ W&T/ Program Management & Customer Management).
• Drive technology and automation where possible to reduce reliance on manual work processes
• Ensure costs management is optimal.
• Direct and ensure all physical activities of key account customers are in order
• Manage performance of subcontractor/ suppliers by defining performance measurements and working with them to achieve optimal use of resources in accordance with company strategy
• Plays a key role between customers, Commercial Mgmt, Product and Operations in ensuring smooth customer-related process flow and increasing customer retention
• Identifies customer needs and works on improving customer satisfaction
• Sensitive to emerging customers and market requirements and passes them on in the organization
• Identifies training needs and opportunities to develop and retain a highly skilled team
• Maintains good relationship with overseas working partners to ensure customer excellence and communicates improvement opportunities to management team
• Develops sustainable relationship with key corporate customers
• Escalation point for Operations, Customer Service & W&T matters in the country
• Assist to manage costs/budget and headcount of the function

Key Qualifications & Requirements: -

• Bachelor’s degree in Logistics, Supply Chain Management, International Trade, or a related field; master’s degree is a plus.
• Minimum 8-10 years of progressive airfreight operations experience, with at least 3-5 years in a managerial or supervisory role overseeing country operations.
• In-depth knowledge of airfreight markets, local customs regulations, import/export procedures, and industry best practices across Thailand.
• Proven track record in leading and developing high-performing operations teams, driving productivity, and achieving operational excellence.
• Strong experience in managing relationships with air carriers, ground handlers, customs brokers, and other logistics service providers, with excellent negotiation skills.
• Demonstrated ability to monitor and control operational costs, identify cost-saving opportunities, and improve profit margins while maintaining high service quality.
• Familiarity with key performance indicators (KPIs) for airfreight operations and experience in preparing operational reports and presenting insights to senior management.
• Proficiency in digital logistics tools (e.g., CargoWise, Microsoft Office Suite) and experience in leveraging technology to improve operational efficiency.
• Fluent in English
• Strong problem-solving, decision-making, and crisis management skills, with the ability to proactively address operational disruptions and adapt to changing market conditions.