IP Operation Excellence Manager

Job description

Job Purpose

• Manages and drives performance of operations team, act as subject matter expert for stations on project shipment, supporting their improvement journey
• Creates and implements operations plans and processes to deliver a smooth operational model for the targeted business volumes, meets products/ services standards/ KPIs and exceeds quality standards in line with business strategy and objectives, corporate guidelines and policies
• Manages project cost control to identify savings and to maximize billing to customer according to contracts Key Responsibilities: Track and manage country IP KPIs, lead operational reviews with customers, and initiate performance and process improvement actions.

Serve as the operational contact for customer inquiries, complaints, and claims, ensuring timely resolution and accurate documentation. Maintain visibility of shipment status and exceptions, coordinating with internal teams for smooth updates and effective issue escalation. Identify potential leads for Sales and maintain up‑to‑date SOPs that support consistent service delivery. Follow and support Quality, Environmental, Health & Safety, and Business Continuity procedures and participate in related programs.

Ensure effective communication with regards to assigned topics on country and station level, collaborate with relevant stakeholders to obtain feedback and gain support.

Requirements

Education: Bachelor’s degree or equivalent experience/qualification English fluency in both writing and speaking Bahasa Indonesia fluency in both writing and speaking Computer literacy and system savvy Strong analytical and numbers driven Results oriented without compromising Respect Experience Level At minimum 3-5 years of working experience in Freight Forwarding (preferably Ocean Freight), with strong exposure to processes and/or controlling and/or pricing Experience in Industrial Projects Skills: CargoWise1 Why Join Us?

At DHL Group, we value innovation, collaboration, and a commitment to excellence. You will be part of a global team that is dedicated to delivering exceptional service and driving business success. We offer competitive compensation, comprehensive benefits, and opportunities for professional growth and development.

How to Apply

If you are ready to take on this exciting challenge and make a significant impact in our organization, please submit your English CV to this vacancy DHL Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees