About this role
Position: Head of Operations, Air Freight Location: AIA East Gateway Building
Key Responsibilities: -
• To take full responsibility and leadership of the management of Import & Export Operations, Customer Service (front & backline), and Warehouse & Transportation functions • Effective deployment of staff and ensure optimum productivity of assigned functions • Drives achievement of the functions' KPIs and manages and improves the performance • Lead, motivates and supervises the functions to achieve high performance and service quality • Drives execution of global/ regional strategy/ programs on country level • Maintains and ensures cost effectiveness of the relevant functions • Ensure that operational issues are resolved effectively within the team and/or suppliers. • Drive initiatives to continuously improve operations • Strengthen the synergy amongst the different Air Freight functions (Ops/ CS/ W&T/ Program Management & Customer Management). • Drive technology and automation where possible to reduce reliance on manual work processes • Ensure costs management is optimal. • Direct and ensure all physical activities of key account customers are in order • Manage performance of subcontractor/ suppliers by defining performance measurements and working with them to achieve optimal use of resources in accordance with company strategy • Plays a key role between customers, Commercial Mgmt, Product and Operations in ensuring smooth customer-related process flow and increasing customer retention • Identifies customer needs and works on improving customer satisfaction • Sensitive to emerging customers and market requirements and passes them on in the organization • Identifies training needs and opportunities to develop and retain a highly skilled team • Maintains good relationship with overseas working partners to ensure customer excellence and communicates improvement opportunities to management team • Develops sustainable relationship with key corporate customers • Escalation point for Operations, Customer Service & W&T matters in the country • Assist to manage costs/budget and headcount of the function
• Key Qualifications & Requirements: -
• Bachelor’s degree in Logistics, Supply Chain Management, International Trade, or a related field; master’s degree is a plus. • Minimum 8-10 years of progressive airfreight operations experience, with at least 3-5 years in a managerial or supervisory role overseeing country operations. • In-depth knowledge of airfreight markets, local customs regulations, import/export procedures, and industry best practices across Thailand. • Proven track record in leading and developing high-performing operations teams, driving productivity, and achieving operational excellence. • Strong experience in managing relationships with air carriers, ground handlers, customs brokers, and other logistics service providers, with excellent negotiation skills. • Demonstrated ability to monitor and control operational costs, identify cost-saving opportunities, and improve profit margins while maintaining high service quality. • Familiarity with key performance indicators (KPIs) for airfreight operations and experience in preparing operational reports and presenting insights to senior management. • Proficiency in digital logistics tools (e.g., CargoWise, Microsoft Office Suite) and experience in leveraging technology to improve operational efficiency. • Fluent in English • Strong problem-solving, decision-making, and crisis management skills, with the ability to proactively address operational disruptions and adapt to changing market conditions.