Operations Manager - Air & Ocean

To lead and manage all aspects of international and domestic freight operations, ensuring high service standards, financial performance, and customer satisfaction. This role involves hands-on operational expertise across all transport modes, driving team development, operational efficiency, and process improvement.

• Oversee daily international and domestic freight forwarding activities including import/export, cross-trades by sea, air, and land.

• Lead daily team meetings, logging and tracking all action points via the Action Tracker Log.

• Identify trends within key accounts and proactively implement strategies to improve or sustain performance.

• Continuously review and optimise operational processes to reduce resource expenditure and enhance automation and efficiency.

• Collaborate with the Client Relationship Manager to support customer development and identify new commercial opportunities.

• Support the implementation of new trade lanes, ensuring operational readiness and process integrity.

• Conduct regular one-on-one meetings and appraisals with team members, fostering open communication and development.

• Provide hands-on operational support when necessary, ensuring strong working knowledge of multi-modal freight processes.

• Ensure timely and professional resolution of customer issues and escalations.

• Undertake additional duties as reasonably required by the business.

• Take ownership of the department’s financial performance, balancing service quality and commercial activity.

• Collaborate with the Operational Financial Controller and Finance team to resolve financial issues efficiently.

• Maximise account profitability by challenging incorrect costs and working with relevant service providers.

• Ensure accurate and timely month-end reporting in coordination with Branch Management and Operations Leadership.

• Serve as a customer-facing representative, actively participating in Monthly Business Reviews (MBRs).

• Ensure operational teams consistently deliver exceptional service, with a proactive and solutions-driven approach.

• Champion a ‘best-in-class’ customer service ethos across the department.

• Manage all day-to-day freight forwarding functions within the branch, including:

  • Compliance

  • Health & Safety

  • Security

  • Operational Excellence

  • Cost Control

  • Team Learning & Development