Primary Location: 22 CHANGI SOUTH AVE 2, SINGAPORE, Singapore , 486064 Job ID: R25004607

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Job Description:

The APAC Brokerage Solution & Implementation Manager develops and implements Brokerage solutions and defines the scope of projects to meet customer needs and support enterprise growth. He/She works with Sales and Marketing, Corporate brokerage, APAC brokerage operations teams to gather customer’s business requirements and provides brokerage response or solutions to improve customer experience. This position is a regional role overseeing multiple countries within the region. This position manages supervisors and specialist.

Responsibilities

Develops and executes Brokerage Solutions to enable growth

Understand and identify customer’s cross border clearance challenges and anticipated needs.
Works with key stakeholders to develop Brokerage solutions which meets and exceeds customer expectation.
Create Standard Operating Procedures for UPS brokerage solutions implementation.
Prepare customer-facing materials, reports and other documents in order to ensure they are clear, concise, and appropriate for the intended audience.
Conducts sales and operations training.
Manage and monitor brokerage solutions efficiency and continue to improve based on feedback and outcome.

Sales Support and Customer Facing

Supports Small Package sales team in responding to customer RFP, RFQ, performance review for Brokerage-related elements.
Provides consultation and advisory sessions on brokerage operations, compliance and trade issues to sales and customer through different stages of sales in helping to penetrate, cultivate and retain business.
Understand and evaluate customer’s business requirement. provide quotations, setting up contractual agreement with customers for chargeable brokerage solutions.
Supports sales to connect with multiple brokerage business units (within and outside APAC Region) for issue resolutions.

Coordinate and manage Enterprise Brokerage Solutions

Act as APAC Region brokerage SME to engage with corporate marketing and brokerage group to develop enterprise brokerage solutions.
Collaborating with APAC marketing to create local go-to-market materials leveraging knowledge on these solution’s features, capabilities and benefits.
Supporting sales to introduce and implement solutions to drive growth

Leading Brokerage NPS and Brokerage journey customer experience improvement

Develop methods to obtain insights on customer’s feedback within NPS survey regarding brokerage journey experience
Understand insights in the NPS survey result.
Study and investigate factors leading to promoter or detractor.
Identify solutions to drive better NPS result.
Implement and manage such solution to drive better customer experience on brokerage journey

Manages Brokerage Solutions Groups

Manages resources and people processes (e.g., Performance Management, Career Development, Training, Staffing, etc.) to ensure the day-to-day administration of processes and formal procedures.
Identifies individual and team skill gaps and developmental opportunities (e.g., training, special assignments, conferences, projects, etc.) to facilitate individual and team development.
Ensures that direct and indirect reports have documented career goals and detailed plans for achieving these goals to develop them personally and professionally.
Conducts frequent performance evaluations in a consistent, fair, and objective manner to facilitate open communication and encourage continuous performance improvement.
Holds others accountable to established performance levels to achieve individual and group goals.
Resolves individual and group performance issues in accordance with UPS’s policies and procedures in a timely manner to motivate and foster teamwork.
Coaches others and provides on-going feedback and support to improve performance.

Requirements

Possess a Bachelor’s degree in Business Administration or related fields
Ability to break the business down into smaller components to better prioritize where attention should be focused; identifies related business needs; knowledgeable about what information to look at to make an assessment.
Demonstrates an in-depth knowledge of global customs and trade compliance, Customs brokerage operations; evaluates new or improved processes, procedures, and technology; understands the impact of emerging trends on brokerage operations; develops strategic plans for effective brokerage solutions.
Demonstrates the ability to use negotiation techniques in less complex situations; recognizes the potential impact of negotiation proceedings on the business; gains consensus from involved parties.
Develops project management plans and leads the implementation for moderately complex and medium duration projects as well as basic programs; defines most of the initiatives project needs and cross-functional roles/responsibilities throughout the project life cycle; develops recommendations on best way to fulfill the project requirements given the current project and organizational dynamics; overcomes basic organizational resistance to cross-functional demands; demonstrates ability to successfully apply the project management discipline and remains current on project management practices and tools.
Uses in-depth techniques to uncover new information or details that are not readily available; selects techniques and strategies that are appropriate for the audience; chooses techniques that result in more accurate and thorough information; implements strategies that minimize biases and preconceived ideas.
Demonstrates a detailed understanding of supply chain concepts; makes recommendations for changes to solve supply chain problems.
Independently conducts standard analyses to identify problems in methods, processes, or workflow; interprets results of analyses; recommends solutions to address identified requirements, problems, or inefficiencies.

Employee Type:

Permanent

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