The Global Trade Management Services (TMS) Operations Manager is responsible for managing the business strategy for effective and profitable growth for the high complexity and multi-geo TMS global operations. He/She applies relevant laws, regulations, and policies of various global government agencies for the TMS operations. He/she serves as the high level primary contact supporting TMS Operation Managers for concerns, issue escalation and account performance. This position is responsible for meeting the revenue plan for the TMS managed services financial centers and manages the financial activities of the operations. The Global TMS Operations Manager's objectives are to define service and support for global strategies, develop operational goals and plans; monitor and communicate operations performance, and maintain strategic relationships with clients. He/She also remains in continual contact with the assigned TMS site(s) to drive consistent implementation of standard business processes and cross-functional collaboration. The Manager ensures that UPS Trade Management Services maintains compliance with the appropriate country's regulations. He/She manages others within the department.
Responsibilities and Duties
Oversees the implementation of customer accounts to support increased market growth
Monitors the Client Development Program to ensure success of the program and reduce customer churn
Guides others on how to anticipate clients' needs to prepare for client engagement
Sets and manages expectations with clients to ensure UPS Supply Chain Solutions meets customer obligations
Provides guidance to operations at assigned site(s) to ensure business plan goals are achieved
Manages growth plans at assigned site(s) to ensure revenue growth plans are achieved
Assumes responsibility for the financial performance of assigned area, TMC, or TMS Managed service centers to ensure profitability
Holds assigned area/site(s) accountable for operating within established district/product service metrics and customer service goals to ensure customer satisfaction, efficiency and profitability of operations
Visits existing customers as identified by the sales and/or operations teams to acquire new customers and enhance customer relationships to retain and grow existing customers
Actively participates in customer partnership reviews and QBR's to ensure sustained customer satisfaction
Ensures information is gathered to prepare for and schedule internal and client audits
Performs internal audits to assess regulatory and corporate compliance
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
Knowledge and Skills
Demonstrates familiarity with the core service offerings across business units and deep familiarity with product, service, and customer facing technology offerings of at least one business unit; demonstrates knowledge of competitors' offerings and the features of their products, services, and customer facing technology solutions; describes types of customers that would benefit from selected offerings; compares and contrasts UPS's and competitor's products, services, and customer facing technology solutions; able to compare and contrast the customer's experience of engaging with UPS and primary competitors across all touch-points; summarizes positive and negative gaps; develops plans to leverage advantages and correct disadvantages
Demonstrates a complex knowledge of Drawback operations; considers the impact of Drawback operations on other parts of the business; develops solutions to improve Drawback operations
Creates new budgets; identifies and takes corrective actions to bring areas in line with budget; appropriately allocates available funds
Accurately reads and interprets financial reports and statements; demonstrates an understanding of relevant financial measures, revenue and cost drivers; applies financial analysis to recommend solutions that support business objectives
Demonstrates a detailed understanding of processes, procedures, and technology for intermodal transportation; identifies root causes of recurring issues within freight forwarding operations; describes the general structure of freight forwarding operations
Responds to compliance problems and identifies appropriate actions; identifies people needed to resolve compliance problems and collaborates to develop corrective action plans; identifies programs that reduce risk and enhance safety; explains implications to changing laws and regulations
Demonstrates a detailed understanding of supply chain concepts; makes recommendations for changes to solve supply chain problems
Customs Broker license - Preferred
UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law
Company: UNITED PARCEL SERVICE
Category: Logistics, Professional
Requisition Number: 243944
Location: Southfield,Michigan