DUTIES AND RESPONSIBILITIES

The duties and responsibilities of this position consists of, but are not limited to, the following:

Leadership and Talent Management:

Outline employee role accountabilities and expectations; manage performance to ensure productivity, quality, efficiency, and service objectives are achievedSupport the personal/professional development for assigned team.  Coach and guide to improve performance and drive accountability.  Provide timely feedback and problem-solving assistance via regular checkpoints and/or in response to situational needs.  Understand development needs and create opportunities for experiences that support development needsClearly communicate operations objectives and team/individual performance metricsCascade communications on office, divisional and organizational initiatives to ensure employee’s understanding and alignmentEmploy strong change management tactics to drive desired behaviors and results.Partner with Talent Acquisition to establish a pipeline, recruit, select, and onboard qualified and diverse talentManage annual merit and equity programs for assigned team to align compensation with performance resultsEncourage employee feedback through formal and informal channels.  Acknowledge and take action on feedback to drive a trusting culture of open two-way communication, inclusivity and continuous improvementMay participate and/or lead annual budgeting process for operations team

Business development and Execution Management/Operations Leadership:

Responsible for ensuring execution strategy is in line with business objectivesAlign resources to support efficiency and effectiveness goals. Establish a culture centered on quality, process, and efficiency to drive desired service levels at appropriate costsContinuously evaluate processes for efficiency and effectiveness.Work with peers and leadership to develop and implement operational strategies that deliver quality and where possible, remove friction and waste.Monitor team productivity and quality results and adjust as needed.Ensure service delivery standards are being achieved.Review KPI's to identify opportunities to maximize or improve operational performanceEnsure employee compliance to standard operating procedures and company policiesDevelop and maintain effective relationships with internal stakeholders.  As necessary, review service level metrics and keep internal partners apprised of operations results, initiatives, or changesDiagnoses opportunities qualifies leads & develops businessDevelops business by selling and closing opportunities in partnership with the office networkMarkets respective mode/service to sales and account management teams through ongoing educationProvides industry feedback to the network on trends, pressures, and competitive evaluation of key competitors in the marketplaceManage carrier relationshipRemain current on business needs and changes and customer and/or carrier expectations.  Partner on business development opportunities, problem resolution and work together on continuous improvement.  Ensure operations teams are well-informed of business expectations and well-positioned to deliver.  Serve as an operations subject matter expert.  Contribute to and/or participate in customer facing initiatives; business reviews and continuous improvement initiatives as neededDevelop, maintain, and leverage internal relationships with operations peers that reinforces a culture of one team and enables the execution of high-quality service, ethical issue resolution, and process or service improvements.  Share observations, feedback and ideas to operations leadershipLeverage technology to improve efficiency; ensure an understanding of available tools and systems to advance work processes and automation. Work with operations leadership and internal stakeholders, including IT, to drive system changes to improve effectiveness and/or efficiency. Present suggestions or improvements to drive better performanceMaintain a strong understanding of all C.H. Robinson product offerings and modes"Other duties or responsibilities as assigned according to the team and/or country specific requirements

QUALIFICATIONS

Required:

Bachelor’s degree from an accredited college or universitySite Specific:  Minimum 5 years Global Forwarding operations experienceMinimum 2 years of experience leading and managing teamsSite Specific:  External Posting Only:Minimum 5 years of customer service in a call center or operations environmentMinimum 2 years of leading and managing teamsAbility to travel, depending on position location

Preferred:

Previous customer service & business development experienceSite Specific:  Previous experience in a C.H. Robison Supervisor Operations roleSolid experience of C.H. Robinson’s services and operational processesExtensive experience working on projects and initiatives with individuals outside of peer groupExperience or knowledge of operational excellence methodologies (i.e., Lean, Six Sigma, CSCP, etc.)Knowledge of emerging technology and trendsProficient in Microsoft Office Suite of programsDemonstrated ability to lead, motivate and influence others, set a positive example, and create a productive, positive environmentCollaborative, adaptive leadership approachSolid written and verbal communication skills with the ability to communicate an inspiring vision and engage and motivate a team to perform at their bestProficiency in financial and operational performance metrics with the ability to understand and communicate themStrong problem solving and conflict resolution skillsLead change and employs a continuous improvement approach to their workProven track record for delivering process/continuous improvement and change management resultsAbility to multitask and prioritize projects efficiently and effectively with superb attention to detailValues a diverse and inclusive work environment

Your Health, Wealth, and Self

Your total wellbeing is the foundation of our business, and our benefits support your financial, family and personal goals. We provide the top-tier benefits that matter to you most, including:

Group Life Assurance including hospitalization & critical illness cover

Group Personal Accident policy

Employee Provident Fund (EPF) & Employee Trust Fund (ETF)

Employee Stock Purchase Plan (ESPP)

Performance-Linked Variable Pay based on position

Flexible work arrangements

Paid Annual, Casual and Sick Leaves

Paid Maternity Leaves

Paid Public Holidays

Paid time off to vote

Reward & Recognition Program

Wedding Allowance

Employee Wellness Initiatives

Plus a broad range of career development, networking, and team-building opportunities

Equal Opportunity Statement

C.H. Robinson recognizes the value of equal employment opportunity and is committed to promoting fairness, equity and diversity in the workplace. As an equal opportunity employer, we may invite you to complete the voluntary self-identification. Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment, Any information provided will be kept confidential, and separate from your employment application. This information may be used for diversity reporting purposes in accordance with applicable local law.