POSITION SUMMARY
The Manager Regional Operations is responsible to drive operational quality, improvement, implementation of process, and adoption across their region. This role will work closely with all facets of the regional branch offices and corporate teams to ensure a cohesive approach across all operational processes and implementations, metric and audit development and analysis and operational improvement.
This role will have accountability for driving their region to meet and improve all operational and financial discipline goals. This includes measuring performance, developing improvement plans and communication with branch leaders and global operations and training teams as needed.
DUTIES AND RESPONSIBILITIES
The duties and responsibilities of this position consists of, but are not limited to, the following:
Leadership:
- Outline employee role accountabilities and expectations; provide coaching and manage performance to ensure productivity, quality, efficiency and service objectives are achieved
- Develop country business process leads in systems and analytics skills
- Hold country teams accountable to successful execution of assigned duties and goals
- Act as a resource for team members including branch leadership, regional operations peers, training leadership and direct reports
- Establish relationships with key stakeholders within the region and GF network
- Identifies and drives cost control initiatives as needed
- Oversee offshoring teams and new process implementations
- Encourage employee feedback through formal and informal channels. Acknowledge and take action on feedback to drive a trusting culture of open two-way communication, inclusivity and continuous improvement
- Cascade communications on divisional and organizational initiatives to ensure employee’s understanding and alignment
- Employ strong change management tactics to drive desired behaviors and results both for direct and indirect reports
Quality Control:
- Develop structure for operational audit and provide reporting to regional leadership team on audit results
- Publish and share quality and efficiency performance against goals
- Present regional progress, status and recommend adjustments for internal process improvement measures
- Leverage analytics, metrics, and other tools to identify quality issues and opportunities and create improvement plans
- Leverage corporate training opportunities in the region and collaborate on regional level training tools and programs
- Ensure branches remain compliant to regulations related to the movement of cargo including both local and global requirements
- Complete security site visits, audits and complete supplier assessments for onboarding new vendors
Quality Improvement:
- Collaborate and improve Modal SOPs and policies with Global Compliance, Training, Operations teams
- Own and improve regional performance against operational, compliance and Global operations measurements and expectations
- Re-train regional team members or work with regional training team to re-train teams based on audit findings
- Manage and deliver modal training curriculum (where a regional training team does not exist)
- Support training team as needed (where regional training team exists)
- Act as regional operations, financial and analytics systems and process expert
- Lead quality, efficiency, and financial improvement initiatives regionally and/or globally
- Own and improve regional performance against financial measurements and expectations as assigned
- Influence adoption of tools to improve financial process
- Interface between AP/AR, Product Teams, Branch Resources, Corporate Resources, IT, Regional teams to drive improvement initiatives
Quality Implementation:
- Support implementation of new business and process as needed inside their region
- Collaborate with commercial teams and branches to ensure customer SOPs are configurable to CHR standard operating procedures, leverage optimal processes and technologies and do not conflict with regional or company standards or policies
- Other duties or responsibilities as assigned according to the team and/or country specific requirements
QUALIFICATIONS
Required:
- High School diploma or GED
- Minimum 5 years of industry experience or equivalent knowledge
- Strong modal product knowledge
- Minimum 2 years’ experience of leading and managing teams
- Strong Navisphere knowledge – including Financials
- Willingness to travel 20%
Preferred:
- Bachelor’s degree from an accredited college or university
- Ability to collaborate and align across functional and geographical boundaries to achieve results
- Project management experience
- Proficient in Microsoft Office Suite of programs
- Advanced skills in process analysis
- Can understand and communicate complex processes to a varied audience in a simple way
- Effective listener and communicator with strong technical writing skills
- Detail oriented, Organized and Operationally focused
- Proven ability to multi-task and keep stake holders informed
- Strong change management skills
- Values a diverse and inclusive work environment
