Account Operations Manager

The Account Operations Manager is responsible for overseeing the operational delivery and performance of strategic key accounts. This role ensures smooth coordination between internal teams such as Sales, Operations and key clients to deliver high-quality service, meet contractual obligations and ensure that shipments are handled in accordance with established procedures, prevailing SLA, operational compliance and specific customer requests with the goal of long-term customer satisfaction. The position plays a critical role in optimizing operational processes – operational excellence, managing service performance, and supporting account growth.

• Oversee daily operational activities for assigned key accounts.
• Ensure service delivery meets agreed KPIs, SLAs, and contractual requirements.
• Be the operational point of contact for key clients.
• Manage escalations from clients and internal teams.
• Address and resolve operational issues impacting client satisfaction.
• Ensure timely resolution of operational issues and service disruptions.
• Participate in client meetings, operational reviews, and performance discussions.
• Align operational execution with client expectations and business objectives.
• Develop standard operating procedures (SOPs) for key account processes and identify opportunities for service improvement and efficiency.
• Prepare reports for internal stakeholders and management to facilitate decision making and performance of accounts.
• Coordinate with internal teams and departments to ensure effective delivery of service.
• Identify operational opportunities to support upselling or expansion within existing accounts.
• Support onboarding and implementation of new services for key clients.

Requirements

• Knowledge of the Freight Forwarding industry- Ocean and Air/ Import and Export
• Strong operational management and organizational skills
• Effective interpersonal skills
• Ability to work in a fast-paced environment.
• The ability to manage multiple tasks, coordinate activities, and maintain efficient operational workflows.
• Tertiary qualifications in a relevant field.
• Minimum 3 years related experience in similar capacity.
• Experience in relevant vertical/industry