Client Operations Manager

Job description

Key Duties and Responsibilities

• Lead the day-to-day delivery of logistics services for an assigned client portfolio.
• The Client Operations Manager guides the operations team, maintains service quality, and monitors commercial performance from receipt of client instructions through file completion and invoicing.

Team Leadership

• Allocate work, monitor workloads and deadlines, and set clear expectations.
• Coach team members, review performance, and support their development.
• Coordinate approved recruitment and induction with HR and the relevant manager.
• Apply people-management procedures and ensure effective handovers.

Client Service

• Manage operational communication with clients and understand their service requirements.
• Review client instructions against approved quotations, tariffs and agreed requirements; obtain any missing information before processing.
• Provide regular progress updates and promptly communicate operational issues.
• Coordinate with Sales on new clients, services or changes requiring quotations, and support Credit Control with payment follow-up when needed.

Operations and File Management

• Monitor files from opening to completion, confirm readiness, and escalate credit or approval concerns.
• Allocate tasks, track progress, and ensure physical documents and system records are complete and accurate.
• Ensure procedures are followed, resolve issues within the role’s authority, and select suppliers in line with approved quotations and client preferences.
• Maintain orderly records and ensure files are archived at least monthly.

Commercial Control and Reporting

• Monitor work against approved quotations, expected gross margins and disbursements.
• Review supplier costs, client invoices and supporting documents before approval or submission.
• Track costs against the unit budget and alert the relevant manager and Sales to quotation or profitability concerns.
• Prepare or review reports on file progress, service performance, costs and agreed performance measures.

Escalation and Improvement

• Resolve operational issues within the role’s scope and promptly escalate risks affecting service, invoicing, clients or business performance.
• Recommend practical improvements to processes, controls, systems and resources.
• Timely, accurate and compliant processing of client files.
• Quality and timeliness of client updates and issue resolution.
• Accuracy of file documentation, system records, invoices and disbursements.
• Control of unit costs and delivery against agreed gross-margin expectations.
• Team performance, development and completion of required reporting.

Qualifications, Skills and Experience

• At least five years of experience in clearing and forwarding, freight forwarding or logistics operations.
• Experience coordinating or supervising an operations team and managing client service delivery is an advantage.
• A relevant diploma or degree in logistics, supply chain, business or a related field is an advantage.
• Required Skills and Competencies
• Strong written and verbal communication, including professional client correspondence and service updates.
• Client relationship management, planning, coordination and follow-through.
• Good attention to detail in documentation, system updates, invoicing and cost review.
• Sound problem-solving, prioritisation and escalation judgement.
• Ability to lead, coach and collaborate with a team and colleagues across departments.
• Good working knowledge of Microsoft Office, email and relevant business systems.
• Key Working Relationships
• Systems and Tools
• Business systems and reports used by the assigned unit, such as QlikView, SPOT or WAY where applicable;
• Microsoft Office and email; Standard Operating Procedures; monthly cost reports; and relevant HR tools and documents.

About Organisation

AGL (Africa Global Logistics), the reference multimodal logistics operator in Africa, is part of the MSC family. Connecting the number 1 integrated logistics network in Africa AGL, to the global maritime transport leader MSC, can accelerate the logistical transformation of the continent.

Requirements

bachelor degree 60