As the driving force behind a dedicated team, you will play a crucial part in shaping service delivery, supporting continuous improvement initiatives, and building strong connections across departments. The organisation offers a supportive and inclusive workplace culture where your leadership skills will be valued, and your professional development actively encouraged. Flexible working opportunities and ongoing training are at the heart of their commitment to employee wellbeing, making this an ideal environment for those seeking both challenge and support.
- Take ownership of a high-performing clearance operations team, guiding them to consistently deliver timely and accurate results while upholding strict regulatory standards and internal policies.
- Enjoy a collaborative atmosphere where your ability to coach, mentor, and develop others is celebrated, with regular opportunities for professional growth through structured feedback and training sessions.
- Benefit from flexible working arrangements and a culture that values teamwork, knowledge sharing, and continuous process improvement to enhance both customer experience and operational efficiency.
What you'll do:
As Operations Manager based in Hanoi, you will be entrusted with overseeing the end-to-end management of clearance processes while championing best practices in compliance and customer service. Your day-to-day responsibilities will involve supervising a talented team of representatives, ensuring that every aspect of case handling meets rigorous standards for accuracy and timeliness. You will serve as the go-to expert for resolving escalated issues—working collaboratively across departments to find solutions that benefit both clients and the business. By analysing operational data and identifying areas for enhancement, you will help shape strategies that improve efficiency without compromising quality. Regular engagement with your team through coaching sessions, performance reviews, and training workshops will be essential in maintaining motivation and alignment with organisational goals. Your ability to balance workforce planning needs during busy periods ensures uninterrupted service delivery. Ultimately, your leadership will be instrumental in creating an environment where continuous improvement is not just encouraged but embedded into everyday practice.
- Supervise and guide a team of Clearance Representatives to ensure daily operations align with service level agreements, compliance requirements, and customer expectations.
- Oversee the complete lifecycle of clearance case management by ensuring all documentation is processed accurately and cases are closed efficiently within set timelines.
- Act as the primary escalation point for complex or unresolved clearance issues by collaborating closely with internal teams, customers, and third-party stakeholders to achieve effective resolutions.
- Monitor individual and team performance metrics regularly while providing constructive coaching, feedback, and tailored development opportunities to foster productivity and service quality.
- Identify process gaps through analysis of performance data and implement targeted improvements that drive operational efficiency as well as elevate the customer experience.
- Ensure all clearance activities strictly adhere to customs regulations, trade compliance standards, company policies, and relevant legal requirements at all times.
- Cultivate strong working relationships with key internal departments such as Customer Service, Compliance, and Operations to facilitate smooth case resolution and optimal service delivery.
- Conduct regular performance reviews, lead engaging team meetings, and organise training sessions aimed at building a cohesive team culture aligned with organisational values.
- Support workforce planning efforts including shift scheduling and capacity management during peak periods or high-volume activities to maintain consistent service levels.
- Prepare comprehensive reports for senior leadership detailing team performance trends, operational challenges encountered, and progress on improvement initiatives.
What you bring:
To excel as Operations Manager you will bring substantial hands-on experience from similar roles within logistics or clearance operations environments. Your background should reflect not only technical expertise but also a genuine passion for developing people through supportive coaching methods. You are adept at navigating complex regulatory landscapes while maintaining meticulous attention to detail throughout documentation processes. Your interpersonal skills enable you to build trust-based relationships across teams—ensuring open communication channels that facilitate swift problem-solving when challenges arise. A natural collaborator at heart, you thrive when working alongside others towards shared objectives while remaining sensitive to individual needs within your group. Your analytical mindset allows you to identify trends quickly so that proactive improvements can be implemented before issues escalate. Flexibility regarding work schedules demonstrates your commitment to delivering exceptional results even during demanding periods. Familiarity with digital tools further enhances your ability to streamline operations efficiently.
- A bachelor’s degree in business administration, supply chain management, logistics or a related field is preferred; equivalent practical experience may also be considered for this position.
- At least five years’ proven experience in clearance operations, logistics management, brokerage services or customer service roles—with a minimum of two years spent in supervisory or managerial capacities.
- Comprehensive understanding of clearance procedures along with familiarity with customer service operations and relevant regulatory frameworks such as customs regulations or trade compliance protocols.
- Demonstrated ability to provide empathetic leadership through effective coaching techniques that nurture talent within diverse teams operating in dynamic environments.
- Proficiency in managing escalations by employing sound judgement when resolving complex cases involving multiple stakeholders both internally and externally.
- Exceptional written and verbal communication skills in English are required to facilitate clear information exchange across all levels of the organisation.
- Advanced analytical thinking combined with strong organisational abilities enables you to interpret performance metrics accurately while prioritising tasks effectively under pressure.
- Willingness to work flexible hours including nights, weekends or holidays as needed—demonstrating dependability during critical periods or high-volume activities.
- Experience using clearance management systems or CRM tools is highly desirable for streamlining workflow processes within the department.
- Previous exposure to managing remote or hybrid teams would be advantageous but is not essential.
What sets this company apart:
This organisation stands out as a global leader in logistics by placing people at the centre of its mission—fostering an inclusive culture where every voice matters. Employees benefit from access to extensive training programmes designed to support career progression at every stage. Collaboration is deeply embedded within their ethos; cross-functional teamwork is encouraged so that everyone feels connected regardless of their role or location. With robust systems in place for recognising achievements big or small—and regular opportunities for feedback—you’ll find yourself part of an environment where growth is celebrated collectively. The focus on continuous improvement means new ideas are welcomed enthusiastically; your contributions will have real impact on shaping future success stories within the business.
What's next:
If you are ready to take the next step in your career journey by joining an organisation renowned for its supportive culture and commitment to excellence—this could be the perfect opportunity for you!
Apply today by clicking on the link provided—we look forward to receiving your application!
