Operations Manager

Description

Freightserve recruitment are looking for a Operations Manager for a busy well-established Freight Forwarder based in the Heathrow area.

Key Responsibilities:-

• Lead, manage, and mentor a team of Operations Specialists across air, road and multimodal movements.

• Ensure all shipments are executed to time-critical standards with full visibility, proactive updates, and on-time delivery.

• Allocate jobs, manage workflow capacity, and oversee all operational planning activities.

• Maintain 24/7 operational readiness through team rota management and escalation cover.

• Ensure customers receive a premium, high-touch service aligned with expectations.

• Act as the main escalation point for urgent or high-value shipments (AOG, engines, high-value freight).

• Oversee proactive milestone updates and ensure communication is consistent, timely, and solution-driven.

• Ensure all operations comply with aviation security, customs regulations, airline requirements, and internal SOPs.

• Oversee adherence to documentation, billing accuracy, and BoxTop / FMS data quality, CAA requirements as CAA regulated agent.

• Drive continuous improvement in processes, reducing service failures and operational inefficiencies.

• Negotiate and manage relationships with hauliers, airlines, handling agents, and key vendors.

• Approve rates, routings, and solutions to ensure optimal cost-to-service ratio.

• Review monthly supplier performance and address any operational issues.

• Support the sales team with routing options, customer solutions, feasibility checks, and time-critical alternatives.

• Identify opportunities to upsell premium services (AOG, NFO, OBC, specialist movements).

• Monitor key accounts operationally and ensure retention through service excellence.

• Track KPIs including on-time performance, customer satisfaction, job profitability, and team productivity.

• Provide regular reporting to Directors and participate in management meetings.

• Support budgeting, forecasting, and operational planning for growth.

Skills & Experience Required:-

• 5+ years operational experience in air freight, aviation logistics, AOG, or time-critical freight.

• Strong leadership capabilities with prior experience managing a team.

• Deep understanding of global air freight operations, road freight, customs, handling agents and airlines.

• Excellent communication skills and the ability to manage high-pressure, time-sensitive situations.

• Strong BoxTop or similar experience.

• Customer-first mindset with exceptional attention to detail.

As an agency we are fast becoming the number one Freight specialist in the UK. We have a fast growing reputation with most Freight related companies. Freightserve has been established since 1992 working within the Freight Forwarding and Shipping industry.

Ad ID: 5417471783