OPERATIONS MANAGER

ABOUT THE JOB

Cargo is the heartbeat of this role, and everything else flows from it. You will work closely with customs authorities, carriers, and the US warehouse to keep operations running smoothly, while simultaneously managing customer service standards, controlling costs, and driving growth at your location. You will also bring a genuine interest in technology and automation, identifying opportunities to improve efficiency and reduce manual work through digital tools and innovative solutions.

This is a role for a decisive, proactive leader who communicates clearly, follows through reliably, and is not afraid to have difficult conversations when performance demands it. You will set the tone for your team — building a culture of accountability, high standards, and continuous improvement — and you will report directly to the Managing Director.

If you are someone who thrives under ownership, leads with integrity, and takes pride in operational excellence, this is the opportunity for you

Key Responsibilities

Cargo and Freight Operations

• Oversee all incoming and outgoing cargo, directing the team in advance planning to ensure accuracy, efficiency, and safety at every stage

• Work closely with the US warehouse to ensure smooth cargo operations and timely customer deliveries

• Ensure the package room and sea freight areas are properly maintained for fast and accurate package retrieval

Customs and Regulatory Compliance

• Prepare and process import and export documentation in accordance with customs regulations and procedures

• Maintain a strong working relationship with the Customs and Excise Department and stay current on changes in import and export laws

• Ensure full compliance with dangerous goods handling and IATA requirements

Customer Service & Carrier Relations

• Ensure a consistently high standard of service is delivered to all customers, managing staff coverage and customer flow throughout business hours

• Investigate and resolve customer complaints promptly, escalating serious matters where necessary

• Maintain professional working relationships with all air and ocean carriers and service providers

Growth, Technology & Innovation

• Build relationships with local businesses to grow cargo volume and identify new business opportunities

• Identify and implement automation and AI tools to improve efficiency and streamline operations

• Work with management and the technology team to roll out digital tools and system improvements

Team Leadership & People Management

• Lead, schedule, and develop a high-performing team across operations, customer service, and warehouse functions

• Set daily goals, monitor performance, and provide frequent updates to management

• Lead with assertiveness, balancing team morale with firm accountability for results

Financial & Administrative Controls

• Control operating costs, manage daily cash handling, petty cash, inventory counts, and the End of Day cash management process

• Ensure the store is clean and operational daily, company vehicles are maintained

TEAM PERKS

What We're Looking For

•    A minimum of five years of experience in an operational management role. Cargo, freight forwarding, or customs brokerage experience is an advantage but is not a requirement.

•   Demonstrated experience leading and developing an operational team.

•  Working knowledge of import and export documentation and customs procedures, including ASYCUDA based systems, is an advantage.

•  Familiarity with dangerous goods and IATA handling requirements is an asset.

•   Sound commercial judgement, with the ability to manage costs and basic financial controls.

•   Proficiency with digital task and workflow tools, including ClickUp, and general office software.

You'll Thrive Here If You Are:

• A natural leader who is assertive but fair

• Someone who is energised by solving problems and improving processes

• Comfortable working in a dynamic, multi-faceted environment that includes office, store, and warehouse settings

• Genuinely interested in technology, AI, and automation as tools for operational improvement