Role Purpose
Lead the day-to-day delivery of logistics services for an assigned client portfolio. The Client Operations Manager guides the operations team, maintains service quality, and monitors commercial performance from receipt of client instructions through file completion and invoicing.

Key Responsibilities
Team Leadership
– Allocate work, monitor workloads and deadlines, and set clear expectations.
– Coach team members, review performance, and support their development.
– Coordinate approved recruitment and induction with HR and the relevant manager.
– Apply people-management procedures and ensure effective handovers.
Client Service
– Manage operational communication with clients and understand their service requirements.
– Review client instructions against approved quotations, tariffs and agreed requirements; obtain any missing information before processing.
– Provide regular progress updates and promptly communicate operational issues.
– Coordinate with Sales on new clients, services or changes requiring quotations, and support Credit Control with payment follow-up when needed.
Operations and File Management
– Monitor files from opening to completion, confirm readiness, and escalate credit or approval concerns.
– Allocate tasks, track progress, and ensure physical documents and system records are complete and accurate.
– Ensure procedures are followed, resolve issues within the role’s authority, and select suppliers in line with approved quotations and client preferences.
– Maintain orderly records and ensure files are archived at least monthly.
Commercial Control and Reporting
– Monitor work against approved quotations, expected gross margins and disbursements.
– Review supplier costs, client invoices and supporting documents before approval or submission.
– Track costs against the unit budget and alert the relevant manager and Sales to quotation or profitability concerns.
– Prepare or review reports on file progress, service performance, costs and agreed performance measures.
Escalation and Improvement
– Resolve operational issues within the role’s scope and promptly escalate risks affecting service, invoicing, clients or business performance.
– Recommend practical improvements to processes, controls, systems and resources.

Profile

Qualifications and Experience
•At least five years of experience in clearing and forwarding, freight forwarding or logistics operations.
•Experience coordinating or supervising an operations team and managing client service delivery is an advantage.
•A relevant diploma or degree in logistics, supply chain, business or a related field is an advantage.

Required Skills and Competencies
•Strong written and verbal communication, including professional client correspondence and service updates.
•Client relationship management, planning, coordination and follow-through.
•Good attention to detail in documentation, system updates, invoicing and cost review.
•Sound problem-solving, prioritisation and escalation judgement.
•Ability to lead, coach and collaborate with a team and colleagues across departments.
•Good working knowledge of Microsoft Office, email and relevant business systems.

Key Working Relationships
•Internal: Relevant Department Manager, Client Operations team, Sales or Commercial, Operations, Finance, Credit Control and HR.
•External: Assigned clients and approved suppliers or service providers.
Systems and Tools
•Business systems and reports used by the assigned unit, such as QlikView, SPOT or WAY where applicable; Microsoft Office and email; Standard Operating Procedures; monthly cost reports; and relevant HR tools and documents.

Key Performance Areas
•Timely, accurate and compliant processing of client files.
•Quality and timeliness of client updates and issue resolution.
•Accuracy of file documentation, system records, invoices and disbursements.
•Control of unit costs and delivery against agreed gross-margin expectations.
•Team performance, development and completion of required reporting.

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