Operations Associate Manager - Transport [Philippines]

Permanent employee, Full-time · Philippines

What you'll focus on

Transport Booking Management:

Overview: Manage transport bookings for various types of transactions (First Mile, Last Mile, B2B) using three main platforms: PartnerHub for B2B, OMS Booking for B2C and special deliveries, and the Courier platform (minimized due to leakage risks).
Smooth Delivery Process: Ensure all bookings are processed correctly through Locad’s platforms from booking to unloading to Proof of Delivery (POD) completion.

Performance Management:

KPI Compliance: Monitor and ensure compliance with KPIs such as On Time In Full (OTIF), Lost & Damaged, and Failed Delivery rates. Address non-compliance through penalties as per contractual agreements.

Process and Team Alignment:

Inter-team Coordination: Align with various teams to improve transport processes, validate and approve courier billings, and ensure accurate invoicing.
Audits: Conduct transport process audits across warehouses, transport functions, and internal teams to ensure adherence to contracted procedures and standards.

Courier Management and Optimization:

Contracting New Couriers: Standardize SOPs, including claims timelines, pick-up and delivery attempts, and lead times in contracts. Adjust for exceptions based on cost benefits.
Lead Time Management: Update and coordinate lead times with analytics for new couriers, and ensure they are reflected accurately in the system.

Operational Support and Escalation:

Resolve Major Issues: Handle escalations and provide solutions for shipping concerns unresolved by country transport teams, including participating in business reviews.
API Coordination: Coordinate with tech teams to resolve API issues impacting courier integrations and serviceability.

Strategic Planning:

Load and Pick-up Planning: Develop load plans for special requests and create pick-up plans for campaigns based on warehouse forecasts and courier allocations.
Courier Zoning: Coordinate with analytics for courier zoning and lead time updates, ensuring optimal delivery performance.

Business Reviews and Relationship Management:

Business Reviews: Conduct regular business reviews (weekly, monthly, quarterly) to assess performance and address issues.
Relationship Building: Foster strong relationships with contracted and marketplace couriers to facilitate smooth operations and improve pick-up coordination.

Cash on Delivery (COD) Reconciliation:

Weekly Reconciliation: Monitor and ensure timely COD remittances by couriers, addressing any ageing non-remittances to maintain financial accuracy.

What you bring

Minimum Experience:

Logistics and Transport Management: At least 5-7 years of experience in logistics or transport management, preferably in e-commerce or retail supply chain operations.
B2B and B2C Logistics Operations: Proven experience managing both B2B and B2C transport operations, including first mile, last mile, and business-to-business transactions.
Performance Management: Experience in managing and monitoring Key Performance Indicators (KPIs) such as OTIF (On Time In Full), DIFOT (Delivered In Full On Time), and Lost & Damaged percentages.
Team Leadership and Coordination: Demonstrated ability to lead and align cross-functional teams, including country operations, analytics, customer success, and tech teams.
Courier and Vendor Management: Experience in contracting, onboarding, and managing relationships with courier partners and third-party logistics providers.
Process Improvement and Audits: Background in conducting process audits, identifying areas for improvement, and implementing efficient logistics solutions.
Issue Resolution: Skilled in handling escalations, coordinating with technology teams for system integration issues, and providing resolutions for complex logistics challenges.
Financial Reconciliation: Familiarity with cash-on-delivery (COD) processes, reconciliation, and financial management in logistics operations.

Skills:

Technical Proficiency: Experience with Transport Management Systems (TMS), Order Management Systems (OMS), and courier platforms. Ability to analyze data and performance metrics, with proficiency in using analytics tools like Metabase or similar platforms.
Problem-Solving and Decision-Making: Strong analytical skills to identify issues, develop solutions, and implement changes effectively. Ability to make data-driven decisions to optimize logistics operations and enhance customer satisfaction.
Communication and Negotiation: Excellent communication skills for coordinating with internal teams and external partners. Strong negotiation skills for managing courier contracts and service agreements.
Leadership and Team Management: Proven leadership capabilities to manage a diverse team across multiple geographies. Ability to mentor, coach, and motivate teams to achieve organizational goals.
Customer Orientation: Focused on delivering a high standard of customer service, with experience in resolving brand and customer service concerns.
Project and Process Management: Skilled in managing multiple projects and processes simultaneously, with a focus on efficiency and continuous improvement.
Attention to Detail: Strong attention to detail to ensure accurate billing, invoicing, and process documentation.

What you'll get

Annual Performance Bonus
25 days of personal time off.
HMO.
Macbook.
Personal annual learning and development budget.
Hybrid set up, 3 days in office [Makati], 2 days WFH.

Please limit to one application

We believe diversity and representation are key to creating not only a great product but also an amazing customer and employee experience. Fostering this starts with hiring -- therefore we do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or any other aspect that makes you, you.

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About us

Locad is the logistics engine for e-commerce brands to automatically store, pack, ship, and track orders across Asia-Pacific.

Our tech platform syncs inventory across online channels and organizes end-to-end order fulfillment through our reliable network of warehouses and shipping partners across Singapore, the Philippines, Thailand, Hong Kong, and Australia, with more locations opening soon.

Hundreds of brands now have access to the Locad logistics engine, allowing faster shipping, reduced costs, and exponential growth. Equipped with the technology, infrastructure, and partners running on one integrated system, Locad is on a mission to propel every business forward.

Locad. All Systems Go.

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Thank you for your interest in Locad, we look forward to receiving your application.