Global Operational Key Account Manager

Job Summary

The position requires individuals who are independent, good interpersonal skills, agile, adaptable and has a curious mind to be creative in issue resolutions in a matrix organization. Nippon Express Group is a global organization with presence in all continents, and we seek diverse individuals who can work across geographical and cultural boundaries.

The global role will support Global Business Solutions (GBS) program management function for major customers within the group of Global Account Management (GAM). This requires collaboration with other regional program management team to achieve an aligned and consistent global performance requirement for each customer in GAM.

Duties and Responsibilities:

• Primary customer facing role for non-commercial functions in supporting the commercial account owner.
• Virtual team management:

1. GBS team that forms the major customer’s Global Control Tower encompassing the following functions, but not limited to Customer Program Performance, Process & Systems and Security.
2. Program management team from different regions and countries for alignment and collaboration to better manage the assigned customer program, sharing knowledge and best practices.

• Team responsibilities in customer KPI reporting, operational reporting, and operational issue resolution.
• Ensure team complies to reporting needs, look at trend analysis for operational concerns as well as provide solutions directly to customers and operational teams.
• Drive report automation with Business Intelligence team and IT.
• Collaborate with the Head of Program Management to design training module to on-board new team member, conduct the training and mentor program managers and program analyst to produce best in class program management team in NX.
• Support account manager with process documentation, presentation materials for Monthly Performance Review (MBR) / Quarterly Business Review (QBR), and other customer program needs.
• Ensure SOP/IOP are updated and adhered to by the team and countries involved with the account.
• Provide regular market update to keep the customers informed of the latest industry news.
• Onboarding of add-on customer business to existing customer program, coordinating across stakeholders and supporting functional units.
• Able to step-in during the absence of team members.

Professional Qualities and Experience

• Degree, majoring in supply chain or logistics or equivalent.
• At least 15 years’ experience in freight forwarding and/or logistics industry, within customer program management capacity.
• AS/400 and CargoWise One experience area plus.
• Familiar with Microsoft Office suite of applications, with emphasis on intermediate to advance Microsoft Excel and PowerPoint skills.
• Strong analytical skills and curious mindset for continuous improvements, not accepting status quo without validations.
• Sufficient skill for researching and manipulation of data analysis.
• Organized and ability to articulate thoughts.
• Ability to perform under pressure and work with deadlines.
• Fluent in written and spoken English.

Personal Qualities

• Responsible problem solver.
• Excellence process and system mindset, with methodological approach and has attention for details.
• Discipline, independent and able to work with minimal supervision.
• Agile and adaptable.
• Pleasant personality and able to work with people across geographical and cultural boundaries.