Senior Associate, Control Tower & Service Delivery

Primary objective: To ensure service delivery of operational commitments and development plans for high profile CT (control tower - order management/booking management) customers across all APAC regional origins.

• Develop and maintain expert knowledge of CT customer needs and solution offering 
• Maintain, improve and publish all documents of all allocated accounts including SOPs, instructions, vendor manuals contact list, routing guide, etc 
• Ensure awareness and full understanding of all customer related processes and deliverables by providing regular training, coaching and guidance to internal stakeholders/Operators 
• Establish, maintain and improve the operational controlling environment in collaboration with data analysts to ensure near real-time visibility on KPI and leading process measures. 
• Proactively identify potential performance gaps, risks and collaborate with country teams to perform CAPA + escalate structure issues or risks related to systems (with global prod & tech team), resources and facilities. 
• Organize prepare and conduct regular performance reviews
• Co-create with destination team, document and deliver improvement initiatives based on the value road map with the customers 
• Build and maintain strong, trust based relationships with client plus our network through daily interaction

Work you will do:

• Monitoring prod and process performance to ensure APAC team deliver against the agreed SLA - Including Collaborating with internal + external stakeholders to take corrective actions where necessary
• With daily operations running smoothly, proceed to review and drive tactical/strategic initiative to evolve relationships, unlock mutual values in close collaboration with CT product (e.g SCO, BC) and tech team. 
• Regularly consult with the Business Development and Implementation team to stay abreast of opportunities that are being pursued or expected to be closed to facilitate resource planning to support successful onboarding of new business
• Review operational and financial performance of existing customers, seeking to improve service delivery and profitability through CT supply chain value engineering and revenue management.
• Collect and feedback operational/system gaps to continuously evolve our product systems, processes and implementation methodology to the benefit of our customers. 

What we are trying to enforce from our role and responsibility to better serve clients AND product upgrade:

• Aim to actively translate the CT client SLA into gateway operations and to monitor and manage performance accordingly.
• Seek to simplify and standardize processes and tasks, with an eye toward automating where possible.
• Actively gather and share feedback from operations and clients with the product and tech teams, continually closing gaps in our systems and solutions. We already have solid examples, such as requirements of trading companies and PO-level CTN/CBM data entries, which have been raised with and supported by the product and tech teams.
• Collaborate with destination AE/OMs on articulating the value proposition to CT clients and explore upsell opportunities e.g FAK and related solutions (e.g., Buyers consolidation).

Experiences

• BA/BS degree 
• Minimum 4 years of experience in logistics, freight forwarding, supply chain, ocean carrier operations, or consulting (ocean freight knowledge is a plus)

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