Logistics Operations Specialist

The Associate Manager – Operations Logistics at CEVA GBSI is accountable for leading high-performing teams to deliver against defined KPIs and KRAs, while continuously driving process and cost optimization initiatives. This role plays a pivotal part in fostering a motivated and performance-oriented team culture, ensuring operational efficiency, and aligning service delivery with business expectations. As a key liaison between GBS operations and business stakeholders, the Associate Manager is responsible for maintaining service excellence, process compliance, and customer satisfaction.

Key Responsibilities

Reporting & Dashboards : Develop and maintain dashboards and reporting mechanisms to provide clear visibility into workload distribution, task completion, and adherence to Service Level Agreements (SLAs).

Escalation & Error Management : Maintain an active escalation and error log; analyze recurring issues to implement timely corrective and preventive actions.

Client Communication : Ensure consistent follow-ups with internal / external stakeholders to obtain missing information and resolve queries, enabling timely completion of daily tasks.

Team Escalation Point : Act as the first level of escalation for process-related queries and support needs raised by team members.

Performance Monitoring : Review and verify individual productivity and accuracy metrics; update shared trackers to reflect real-time performance.

Reporting Cadence : Prepare and publish daily, weekly, and monthly performance reports in alignment with management expectations.

Team Governance : Conduct regular team huddles and review meetings to reinforce operational compliance, clarify process expectations, and address team concerns.

Training & Development : Identify skill gaps and provide on-the-job coaching, refresher training, and knowledge-sharing sessions based on documented SOPs and process changes.

Workforce Management : Prepare shift rosters, support transport coordination, and ensure optimal staffing levels are maintained to meet operational goals.

Team Engagement : Foster a positive and collaborative team culture by promoting open communication, mutual respect, and shared ownership of outcomes.

Required Skills & Experience :

Must have experience on CargoWise software platform.

Preference will be given to candidates who have successfully cleared the Talent Pathway.

Minimum 4 years of experience in multinational corporations or shared services / GCC environments.

Strong knowledge of end-to-end logistics operations (Air, Ocean, Road, Customs)

Understanding of SLAs, KPIs, and operational governance

Ability to do stakeholder management and have good communication skills

Comfortable with data tools (Excel, Power BI, etc.)