OFR Operations Manager

About DHL Global Forwarding

DHL Global Forwarding (DGFF), part of the world's leading logistics group, specializes in air, ocean, and road freight services in over 220 countries, offering both standardized and customized end-to-end solutions for diverse industries worldwide. Operating since 1969, DHL connects people globally and drives cross-border express shipping innovations.

Role Overview

The OFR (Ocean Freight) Operations Manager role is based in Jeddah, Saudi Arabia, leading a team comprising department managers, supervisors, and ocean freight specialists to execute operations efficiently while upholding service commitments and regulatory compliance. This role emphasizes P&L ownership, maximizing profitability, enhancing productivity, cultivating a customer-focused culture, and acting as the key escalation contact for exceptions and complaints.

Key Responsibilities

• Take full responsibility for P&L within the designated operational area.
• Collaborate with field sales to drive local market growth, increase customer satisfaction and retention through frequent client engagement and prompt resolution of complaints or escalations.
• Serve as the second or third escalation point for customer complaints, special requests, and inquiries, working collaboratively with internal teams to find solutions.
• Ensure operational excellence and service quality by continuously monitoring customer feedback and implementing improvements using DGFF's standardized performance tools.
• Guarantee adherence to global standard shipment processes by operational teams.
• Develop and maintain supplier partnerships to optimize service delivery and profitability.
• Lead and develop a high-performing team proficient in issue resolution, teamwork, and continuous enhancement.
• Manage departmental activities aligned with Ocean Freight strategic objectives.
• Ensure all teams comply with relevant regulatory requirements concerning commodities and shipment locations.
• Meet productivity goals to deliver ocean freight services effectively to both internal and external customers.
• Drive gross profit growth through disciplined financial controls.
• Maintain and expand relationships with existing customers, identify upselling opportunities, and conduct regular visits to secure customer loyalty.
• Identify and address supplier performance issues, proposing corrective actions.
• Resolve operational customer issues promptly and effectively.
• Own the Ocean Freight profit and loss at the station level.
• Build strong relationships across DHL business leaders and coordinate with external third-party service providers.
• Provide expertise on operational processes, systems, and tools to customers and key stakeholders.
• Manage experienced professionals with autonomy in their roles.

Candidate Profile

• Possesses a Bachelor's degree or equivalent professional qualification.
• Has a minimum of six years of relevant operational management experience.

What DHL Offers

• Opportunities to contribute ideas and skills in a global and collaborative environment.
• Potential for career advancement and growth.
• Competitive compensation package.

Additional Information

DHL Global Forwarding is committed to equal employment opportunities, evaluating all applicants fairly regardless of race, color, religion, gender identity, sexual orientation, disability, veteran status, or any other protected characteristic. The organization values respect, results, and corporate responsibility, aspiring to be the logistics leader recognized worldwide for excellence and customer service.