Operations Manager

1. Operations & Service Delivery

• Oversee end-to-end warehouse operations including inbound receiving, storage, kitting, material transfer, accessories handling, finished goods shipment, consolidation, and inventory control.
• Ensure all inbound and outbound activities comply with approved SOPs, operational standards, and defined service timelines.
• Maintain strict adherence to FIFO, MSD storage requirements, serial number tracking, quarantine handling, and expiry date controls.
• Coordinate closely with customer Supply Chain, Material Planners, Production, and Shipping teams to support operational requirements and delivery schedules.
• Ensure smooth daily operations with high productivity, service reliability, and operational discipline.
• Prepare and present operational performance reports to senior management and customers.
• Provide regular updates on service performance, cost efficiency, and operational risks.
• Ensure timely submission of monthly operational and inventory reports.

2. Performance, KPI Governance & Workforce Performance

• Own and manage operational KPIs covering service delivery, productivity, accuracy, reporting timelines, billing accuracy, and operational efficiency.
• Establish and drive manpower and resource KPIs aligned with operational targets, workforce productivity, and labour utilisation.
• Monitor operational performance trends, investigate gaps, and implement corrective and preventive actions.
• Lead root cause analysis for operational issues, service failures, inventory discrepancies, and audit findings.
• Oversee employee performance management including goal setting, performance appraisals, coaching, and performance improvement planning.
• Conduct structured performance reviews and drive a performance-focused culture across warehouse teams and leadership.

3. Inventory Control & Compliance

• Ensure cycle count execution aligns with inventory classification policies and operational standards.
• Approve investigations and corrective actions for inventory discrepancies within agreed timelines.
• Ensure no stock adjustment is performed without authorised customer approval.
• Ensure accurate monthly inventory and movement reporting within defined reporting schedules.
• Maintain strong operational governance and compliance with internal controls.
• Ensure accurate operational data capture to support customer billing and invoicing.
• Review billing accuracy and investigate discrepancies in coordination with finance teams.

4. Operational Excellence (OPEX), Lean & Continuous Improvement

• Drive Operational Excellence (OPEX) initiatives across warehouse operations to improve service performance, efficiency, and operational discipline.
• Implement and sustain Lean, Kaizen, and 5S practices to improve workflow, reduce waste, and maintain organised and safe work environments.
• Continuously review operational processes, SOPs, control points, and workflows to identify improvement opportunities.
• Standardise processes and establish best practices to ensure consistency across operations and warehouse sites.
• Drive operational efficiency through process optimisation, layout improvement, and workflow redesign.
• Promote a culture of continuous improvement through structured problem-solving and employee involvement.

5. Technology, Systems & Automation

• Ensure proper use and integrity of WMS and SAP transactions including MIGO, PGI, and GR processes.
• Work with IT teams to enhance WMS/TMS systems and improve operational workflows.
• Introduce technology, automation, and process improvements to increase warehouse efficiency and scalability.
• Evaluate technical solutions while assessing operational risks and business impact.

6. Project Implementation & Solution Design

• Lead project implementation for new customer onboarding and operational expansions.
• Ensure projects are delivered on time, within budget, and without service disruption.
• Analyse customer data and operational requirements to support solution modelling and operational design.
• Support RFQ reviews, operational costing inputs, and solution feasibility assessments.
• Ensure operational readiness during implementation phases.

7. Customer, Vendor & Stakeholder Management

• Act as the primary operational escalation point for customers on service, operational, and compliance matters.
• Build strong relationships with customers and internal stakeholders.
• Support operational reviews, customer audits, management meetings, and business discussions.
• Deliver strong customer service through proactive operational management.
• Manage performance of contractors, transporters, and service providers.
• Ensure vendor compliance with safety, operational, and contractual standards.
• Conduct periodic vendor performance evaluations.

8. Workforce Compliance, Leadership & People Development

• Ensure compliance with labour laws, working hours regulations, and workforce policies.
• Monitor overtime utilisation and manpower cost efficiency.
• Ensure workforce deployment aligns with operational demand and safety standards.
• Manage both direct and agency manpower in accordance with company policies and regulatory requirements.
• Lead, coach, and develop Warehouse Managers, Supervisors, and operational teams.
• Build a strong performance-driven and accountable team culture.
• Ensure adequate manpower planning, resource allocation, and operational readiness.
• Promote collaboration, operational discipline, and continuous learning.

9. Procurement & Cost Control

• Manage procurement of operational consumables with cost control and compliance.
• Monitor operational spending and improve cost efficiency.
• Ensure procurement processes meet company governance standards.
• Optimise asset utilisation including warehouse space, manpower, and material handling equipment.

10. Food Safety, Security, Health, Safety & Regulatory Compliance

• Ensure compliance with Food Safety Management Systems (e.g., GMP, HACCP, ISO 22000, FSSC standards).
• Maintain strict hygiene, pest control, and contamination prevention standards in warehouse operations.
• Support internal and external quality audits related to food safety and product handling.
• Ensure temperature, humidity, and storage condition monitoring for sensitive materials.
• Ensure compliance with OSHA, FMA, Customs (LMW), Security Act requirements, and company HSE standards.
• Maintain safe warehouse operations and promote a strong safety culture.
• Ensure risk assessments, safety training, and emergency preparedness are conducted regularly.
• Maintain warehouse security controls including CCTV monitoring, visitor and vehicle management, and incident reporting.
• Ensure document retention and operational compliance meet audit and regulatory standards.

11. Business Continuity & Risk Management

• Develop and maintain warehouse contingency and disaster recovery plans
• Ensure operational readiness during emergency disruptions (system failure, manpower shortage, supply chain interruption)
• Conduct periodic risk assessments and mitigation planning

• 8–10 years of warehouse/logistics experience, preferably in 3PL, contract logistics, manufacturing support, or bonded/LMW environments.
• Strong knowledge of WMS, SAP (MIGO, PGI, GR), inventory control, kitting operations, and warehouse performance management.
• Proven experience managing operational KPIs, manpower productivity, performance appraisals, and workforce planning.
• Strong project management and operational implementation experience.
• Experience managing customer relationships, audits, and cross-functional stakeholders.
• Strong leadership, analytical, and problem-solving skills.
• Good working knowledge of Microsoft Excel, Visio, and PowerPoint.
• Fluent in written and spoken English
• Possess customer service mindset and data analytical approach.
• Highly motivated to learn new processes, receive feedback and work independently.
• Excellent attention to detail and able to manage workloads effectively and meet deadlines.
• Minimal supervision to complete tasks, highly trainable and approachable.
• Professional working attitude.
• Local communication skills are an advantage.
• Pleasant personality, resourceful, result-oriented & positive mind-set in servicing various stakeholders.
• Degree in Logistics, Supply Chain, Operations Management, or related field.