Operations Manager

ACR World is seeking an experienced Operations Manager for their Gold Coast office in Sydney, Australia. The role involves overseeing branch operations, managing staff, ensuring compliance with regulations, and collaborating with internal teams. Key responsibilities include supervising office and operational staff, problem resolution, stakeholder management, and monitoring KPIs. Proficiency in CargoWise1 is essential. The position requires strong leadership and logistics experience.
About the company: My client is a highly respected freight forwarder based on the Gold Coast, with several offices throughout Australia. They have steadily built up an enviable reputation in the industry for their exceptional levels of service. They’re currently seeking an experienced and proactive Operations Manager who will, in part, oversee the branch operations when the director is interstate. About the role: As the Operations Manager, you will be responsible for setting the standard of the Gold Coast office, ensuring the smooth operation of the branch and effective coordination across teams. You will manage both office and operational staff, handle day-to-day operations, and ensure compliance with all regulations. Your ability to lead, resolve issues promptly, and maintain operational excellence will be key to your success in this role. Proficiency in CargoWise1 is essential for this position. Key Responsibilities: Staff Supervision & Office Management: Oversee the GC office staff in the Director’s absence, managing general office duties such as staff grievances, the office environment, and organisation. Team Oversight & Task Management: Supervise the operational staff to ensure the timely and accurate delivery of services. Ensure task allocation is balanced and met according to deadlines. Regulatory Compliance: Stay informed about changes in shipping regulations, compliance requirements, and industry standards, ensuring all operations remain in compliance. Collaboration with Internal Teams: Work closely with internal teams, including Process Improvement, Warehouse, Transport, and Admin, to streamline shipping operations and optimize efficiency. Problem Resolution & Staff Support: Proactively resolve escalations and answer staff inquiries, including claims, complaints, and other operational issues, ensuring quick and effective solutions. Stakeholder & Vendor Management: Manage relationships with co-loaders, third-party delivery contractors, and other freight forwarders, ensuring smooth and reliable service delivery. Task Allocation & Forecasting: Utilise forecasting tools to ensure stable task allocation and workload distribution among the Customer Service Representatives (CSRs), maintaining portfolio stability. Job Accuracy & Profitability: Monitor monthly jobs for accuracy, profitability, and service quality, identifying and implementing improvements where necessary. KPI Management: Ensure the team is meeting their KPIs consistently, tracking progress, and addressing any performance concerns. Reporting: Regularly monitor and report KPI performance to the Director. Prepare monthly and quarterly reports on branch performance, operational metrics, and challenges. Compliance with IMS: Conduct all activities in accordance with the company’s Integrated Management System (IMS), adhering to quality, safety, and environmental standards. Skills and Experience: Proven experience in freight forwarding and logistics operations, with a strong background in team management and branch operations. Being highly proficient with CargoWise1 is essential for this role. Strong knowledge of shipping regulations, compliance standards, and industry best practices. Demonstrated ability to lead and manage a diverse team, resolving conflicts and driving performance. Excellent problem-solving skills, with the ability to proactively address issues and implement effective solutions. Familiarity with forecasting tools and workload management. Strong communication and interpersonal skills, with the ability to maintain effective relationships with both internal teams and external partners. Excellent organisational and time-management skills, with the ability to multitask in a fast-paced environment. What We Offer: Up to $120k + super, reviewed annually. A dynamic, supportive, and growth-focused team environment. Opportunities for career development within an established company. A key leadership role with the ability to shape operations and contribute to overall business success. Mentoring by a senior business leader (the director) who brings a wealth of industry knowledge and experience If you're highly motivated, know how to get the best out of people, have an extensive understanding of the forwarding industry, and consider yourself a bit of a whizz with CW1, please follow the link to apply with your up-to-date CV.Please note that due to the high volume of applicants, only candidates who meet the criteria above will be contacted.Only Australian or NZ citizens or Australian permanent residents will be considered for this role.