Country Operations Manager

• This position is accountable for overseeing and managing the assigned Line of Business (LOB) and related operations within the assigned country.

• Has full management responsibility for planning, organizing, staffing, directing and controlling operations, including budget management, recruitment, training, performance management, compliance and continuous improvement.

• Responsible for driving operational excellence, customer satisfaction, governance, people leadership, financial performance and safe operations.

• In addition, the role is responsible for developing country logistics capabilities, expanding the 2PL and supplier network, supporting business growth initiatives, evaluating operational solutions and partnering with Commercial teams to strengthen customer relationships and sustainable growth.

Responsibilities

CUSTOMER / EXTERNAL STAKEHOLDER MANAGEMENT

• Develop functional plans aligned with Regional, Divisional and Corporate objectives.

• Collaborate with stakeholders to achieve desired business outcomes and protect company and customer assets.

• Proactively identify business opportunities, risks, constraints and service gaps and implement appropriate solutions.

• Lead customer implementations and business reviews to deliver operational excellence and customer satisfaction.

• Define, develop and review operational performance metrics and service measurements.

• Engage local vendors, suppliers and stakeholders to identify value-added solutions for customers.

• Develop and expand strategic partnerships with 2PL providers, suppliers, carriers and service providers to strengthen country capabilities.

• Build business networks and relationships with customers, industry partners and service providers to support business growth and capability expansion.

• Support customer acquisition, account expansion and growth opportunities through operational solutioning and implementation expertise.

• Participate in customer presentations, solution reviews and business discussions to strengthen customer relationships and support growth opportunities.

BUSINESS CONTINUITY, RISK & COMPLIANCE

• Review and maintain the Business Continuity Plan (BCP) and lead activation and recovery activities when required.

• Ensure operational compliance with company policies, regulatory requirements and governance standards.

• Promote a culture of openness and compliance to ensure issues are identified and addressed promptly.

• Protect company assets, reputation and customer interests through effective risk management.

• Review and maintain the Business Continuity Plan (BCP) and lead activation and recovery activities when required.

• Ensure operational compliance with company policies, regulatory requirements and governance standards.

• Promote a culture of openness and compliance to ensure issues are identified and addressed promptly.

• Protect company assets, reputation and customer interests through effective risk management.

PROCESS MANAGEMENT

• Develop and manage processes and metrics to optimize organizational service and financial performance.

• Review existing tools, systems and processes and lead improvement initiatives where required.

• Ensure compliance with operational, safety and overtime-related requirements.

• Review productivity, headcount, budgets and KPIs and implement corrective action plans as needed.

• Identify capability gaps and develop solutions to support new customer requirements and future business growth.

• Evaluate operational feasibility, implementation requirements and resource needs for customer opportunities and logistics solutions.

• Develop scalable operating models, supplier capabilities and logistics solutions to support business expansion.

• Drive operational innovation, continuous improvement and capability enhancement initiatives.

PEOPLE MANAGEMENT

• Provide leadership, coaching and direction to teams to achieve operational and business objectives.

• Develop organizational structures, roles, responsibilities and performance targets.

• Drive performance management, succession planning and talent development initiatives.

• Ensure teams possess the required capabilities, competencies and tools to deliver objectives consistently.

• Promote cross-functional collaboration and employee engagement.

• Foster a strong safety culture and reinforce the principle of Safety Above All.

• Build a commercially aware and customer-centric operations organization capable of supporting growth initiatives and new service offerings.

BUDGET & FINANCE MANAGEMENT

• Prepare and manage annual budgets and financial plans.

• Ensure delivery of financial and business objectives through effective resource planning and cost management.

• Control expenditure, optimize investments and improve productivity.

• Report and manage budget and headcount variances.

• Support business opportunity evaluations through operational costing, resource planning and solution assessment.

• Partner with Commercial teams to assess operational impacts, implementation costs and service delivery requirements.

• Recommend strategic investments in supplier capabilities, operational infrastructure and country capabilities to support long-term growth.

Qualifications

• Bachelor Degree or equivalent qualification.

• Minimum 5-7 years of logistics or supply chain management experience.

• Proven people management experience and leadership capability.

• Experience managing large customer accounts and complex operational environments.

• Strong knowledge of carriers, forwarders, warehousing, transportation and international supply chain operations.

• Experience developing logistics capabilities, supplier ecosystems or strategic service-provider partnerships.

• Strong commercial acumen with the ability to balance customer requirements, operational feasibility and financial performance.

• Strong stakeholder management, problem-solving and communication skills.

• Experience engaging senior stakeholders and operating in a matrix environment.