Team Manager, Program Management

The incumbent is responsible for customer stabilization, retention, and optimization, ensuring stability in the customer experience. The incumbent will lead a team of program managers and establish clear KPIs and SLAs for defined customer programs, ensuring clarity of understanding and program execution expectations. With the help of their team, they will own the strategic operational roadmap for their customer(s) within their cluster, prioritizing and balancing the opportunities for the greatest impact to the bottom line, while relentlessly driving optimization of the customer program across active geographies.

Roles & Responsibilities
•    Lead a team of Program Managers to oversee the governance and delivery of customer programs within the accounts that are assigned under their cluster
•    Adopt a comprehensive view of the operational program delivery and its associated impact to customers' strategic goals and objectives
•    Utilize appropriate programs and project management methodologies to give assurance that intended outcomes are identified and achieved
•    Collaborate with internal and external partners that are involved in the delivery of defined customer programs
•    Identify and rectify recurring internal process failures/ redundancies/ problems
•    Remove barriers to program execution
•    Define program improvements by reviewing data and trends
•    Oversee and drive the implementation of solutions
•    Manage customer issues that require management level problem solving and intervention
•    Translate customer requirements into operational procedures, so as to enhance the overall customer experience
Continuous Improvement
•    Review existing operations and implement innovation processes to generate new ideas
•    Ensure the required continuous improvement outcomes are delivered
•    Participate in best practice sharing
•    Evaluate client-facing work scope and activities to assure maximum value and resource efficiency
 

Requirements:
-    10 years of experience in logistics, supply chain, freight forwarding, customer solutions, program management, or a related field. 
-    3-5 years of people management experience.
-    Proven experience leading key account programs and operational delivery in a complex, customer-focused environment.  
-    Strong leadership experience with the ability to coach, mentor, and develop team members across different locations. 
-    Demonstrated ability to build strong customer relationships and collaborate effectively with internal and external stakeholders. 
-    Experience driving operational excellence, continuous improvement initiatives, and service delivery performance. 
-    Strong problem-solving and decision-making skills, with the ability to identify issues, remove barriers, and implement effective solutions. 
-    Proven ability to manage multiple priorities and customer programs while delivering business objectives and customer satisfaction. 
-    Hands-on and proactive approach, with the ability to balance strategic planning and operational execution. 
-    Excellent communication and stakeholder management skills, with the ability to influence and engage stakeholders across different levels and functions. 
-    Approachable, collaborative, and customer-focused leader who can build high-performing teams and drive results. 
-    Willingness to travel quarterly between Singapore and Malaysia, as business needs require.

This role will either be stationed in Singapore or Malaysia.