Manager – Business Excellence

Responsibilities: Lead and manage end-to-end customer business implementation projects for global freight forwarding solutions across air, ocean, road, and rail freight. Coordinate with cross-functional teams including Operations, IT, Legal, and external stakeholders to deliver seamless operational and system solutions. Gather, analyze, and translate customer requirements into standardized SOPs/eSOPs to ensure accurate and zero-defect implementation. Work closely with IT teams to support eSolutions development, including business requirement gathering, SIT/UAT coordination, bug resolution, deployment, and post-go-live support. Monitor and manage project timelines, deliverables, resources, risks, and change requests to ensure successful implementation outcomes. Communicate project progress effectively with customers and internal stakeholders through regular status updates and review meetings. Conduct operational and system training for internal operations teams and external stakeholders to ensure compliance with SOPs/eSOPs. Provide post-implementation support and governance to ensure operational compliance, process consistency, and service excellence across stations. Facilitate KPI tracking, business review meetings, and continuous operational performance monitoring to support account management and customer satisfaction. Drive continuous improvement, process standardization, service quality enhancement initiatives, and customer EDI integration projects across global and regional operations. Requirements: Bachelor’s Degree in Engineering, Logistics, Supply Chain Management, or related disciplines. Minimum 5 years of experience in freight forwarding operations, key account management, or project implementation within the logistics industry. Strong understanding of global air, ocean, and road freight operations, supply chain processes, and logistics system implementation. Strong analytical, problem-solving, and stakeholder management skills with the ability to work across cross-functional and multicultural teams. Business-oriented mindset with strong change management capabilities, accountability, and a results-driven approach. Ability to work effectively in a fast-paced environment and communicate confidently with stakeholders across different countries and organizational levels. Proficient in MS Office applications; knowledge of CargoWise, SAP, TRAX systems, and logistics AI tools will be an added advantage.