Operations Manager
| Area | West London, London |
| Sector | Freight Forwarding |
| Salary | Competitive |
| Start Date | ASAP |
| Advertiser | Richard Edwards |
| Job Ref | 09755 |
- Description
- Our client close to Heathrow is looking for an Operations Manager
Overview
We are seeking an experienced, proactive, and highly capable Operations Manager to lead and oversee day-to-day activity within a busy, fast-paced time-critical freight forwarding environment. The ideal candidate must be a hands-on operator with strong operational knowledge, exceptional leadership skills, and the ability to deliver excellence under pressure. This position requires a confident decision-maker with extensive experience managing time-sensitive shipments, coordinating complex logistics movements, and motivating a high-performing operations team.
Key Responsibilities
Operations Management
Oversee and coordinate all aspects of the companys time-critical freight operations, ensuring on-time performance and service excellence.
Manage and supervise the daily activities of the operations team, ensuring compliance with company standards, customer SLAs, and industry regulations.
Act as an escalation point for complex or high-priority shipments, ensuring swift and effective resolution.
Maintain close control of key shipments, from booking through to delivery, including continuous customer communication and issue resolution.
Develop, implement, and maintain Standard Operating Procedures (SOPs) to ensure operational consistency and efficiency.
Team Leadership & Performance
Lead, mentor, and motivate the operations team, creating a culture of accountability, professionalism, and customer focus.
Set, monitor, and report on Key Performance Indicators (KPIs), implementing corrective actions where necessary to drive continuous improvement.
Conduct regular performance reviews and ensure appropriate training and development plans are in place.
Customer & Supplier Relations
Build and maintain strong relationships with clients, suppliers, and subcontractors, ensuring exceptional service delivery.
Ensure transparent communication with customers throughout the logistics chain, particularly in time-critical and emergency scenarios.
Support the sales and customer service teams with operational input for quotations and service proposals.
Compliance & Administration
Ensure full compliance with customs, security, and transport regulations, including DG (Dangerous Goods) and Aviation Security procedures.
Maintain accurate records and documentation, including ATA Carnets, shipment files, and customs paperwork.
Manage and document a five-year checkable work history for all direct reports in compliance with security vetting requirements.
Essential Experience and Requirements
Minimum 10 years experience in freight forwarding, with at least 3 years in a time-critical or emergency logistics environment.
Proven hands-on operational capability - must be comfortable personally managing shipments when required.
Demonstrable experience in European dedicated road transport and cross-border time-sensitive freight management.
Strong supervisory experience with a proven ability to lead, train, and develop a team.
A five-year checkable work history is essential for security clearance.
Excellent communication, problem-solving, and organisational skills.
Proficient in logistics management systems, transport management software, and Microsoft Office.
Desirable Skills and Experience
Event logistics / event forwarding experience, including the ability to raise and process ATA Carnets and manage full end-to-end project logistics.
Experience in setting and managing KPIs, with a strong understanding of continuous improvement methods and team performance management.
Knowledge of European and international transport compliance, including CMR, ADR, and customs procedures.
Ability to thrive in a time-critical, customer-driven environment with strong commercial awareness.
Preferred Qualifications
Educated to degree level (or equivalent experience).
Dangerous Goods (DG) and Aviation Security (Air Cargo Security) training valid and current.
Professional logistics or management qualifications (e.g. FIATA, CILT, or IATA) advantageous.
Personal Attributes
Calm and decisive under pressure.
Highly organised, methodical, and adaptable.
Strong leadership presence and interpersonal skills.
Can-do attitude with an ownership mindset.
Willingness to work flexible hours to meet operational demands.
Salary based on previous experience
* We are only able to accept applications from candidates with previous experience for this role.
If you do not hear from us your application has been unsuccessful.
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