National Operations Manager

- What you will be doing
- PRIMARY DUTIES AND RESPONSIBILITIES:
Lead and manage direct reports to ensure that all employees are recruited, developed, and empowered to assist in achieving the company strategic objectives Plans, organizes and prioritizes the workloads of direct reports to ensure position objectives are met. Monitor the performance and output of direct reports to through the World Star system to ensure high quality and effective solutions are offered to clients. Liaise with HR to ensure that the appropriate training programs are developed and implemented for direct reports. Effectively manage performance issues, to ensure that all team members are performing within their potential and the company expectations. Mentor and develop the operations team to ensure that employees are motivated and have skills to achieve their potential within the team and company. Ensure that team members comply with relevant WH&S legislation and World Courier policies; and that any issues are identified and resolved appropriately. Oversee the operations of each office, including contractors and agents to ensure an efficient operation. Resolve all escalated client issues and complaints in a professional and timely manner to ensure an appropriate resolution is reached. Ensure WCA compliance with all government legislative and other requirements such as ACS, CASA, AQIS, IATA, ISO. Ensure appropriate resources are available to support the needs of each business unit. Proactively and consistently monitor jobs through World STAR to ensure shipping and delivery requirements are met. Undertake a proactive approach in identifying potential operations issues and seeking innovative preventative solutions. Maintain awareness of all temperature controlled and special shipments using the GTC, VIP and active container systems using World Star system. Oversee AOG, EPL and VIP jobs and ensure these shipments are processed smoothly and efficiently. Oversee the maintenance of company owned vehicles to ensure good working order is maintained at all times. Support the Business Development and Client Solutions team by attending meetings with clients and providing operational information as required. Liaise with the Business Development and Client Solutions team to advise of any client problems, complaints or issues requiring further investigation/discussion. Establish and maintain key contacts within the airline industry to keep abreast of possible opportunities for WCA to implement Provide statistical operations reports to meet organizational requirements including analysis, reporting of results and supporting recommendations. Provide recommendations to the National Client Solutions Manager about ways to increase the effectiveness and efficiently of the operations function. Provide information to all WCA business units to ensure work output is coordinated in an effective manner. Effectively collaborate with team members to ensure that the function is operating effectively and efficiently, while maintaining a harmonious team environment. Ensure compliance with relevant WH&S legislation and that any issues are identified and actioned in line with WCA policy Comply with operations standard operating procedures and policies to ensure that the function is demonstrating consistent practices nationally and is in line with strategic objectives. Actively promote a culture that values a safe and healthy workplace Take reasonable care of, and cooperate with actions taken to protect;

the health and safety of both themselves and others.

report all accidents, incidents and hazards to their supervisor as soon as is practicable.

Supervisors and managers of staff must do whatever is reasonably practical to ensure that both the workplace and the work itself are safe, in consultation with staff affected.

REPORTS DIRECTLY TO:
National Client Services Manager
What your background should look like
- MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:
A thorough understanding of freight delivery practices and standards High level customer service skills Experience using freight databases such as World Star Demonstrated experience in providing direction to staff and leading a team Qualifications in Transport, Freight or Logistics (desirable) Strong international and domestic geographic knowledge High level of computer literacy; including working knowledge of Microsoft Office Experience negotiating timelines and pricing with a range of stakeholders Strong interpersonal and communication skills Sound level of numeracy and demonstrated attention to detail Strong time management and organizational skills Sound written and verbal communication skills Problems solving skills Demonstrated ability to work flexibly within tight time schedules and in accordance with variable workload demands A calm and client focused approach Passionate, enthusiastic and energetic

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an a