Operations Manager
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Job Summary
Job Description
Operations Manager Customs Brokerage
Location: Dover
Salary: 50000 (Negotiable)
Job Type: Full-time Permanent
PSM Recruitment is working with a leading customs brokerage business to recruit an experienced Operations Manager to take full responsibility for their Dover office. This is a senior hands-on leadership role acting as the first-line decision maker for the site and playing a key role in driving operational excellence compliance and team development.
The Role
You will oversee day-to-day operations ensuring productivity accuracy and service delivery are aligned with wider business goals. A strong focus of the role is on departmental structure process improvement automation and people development working closely with team leaders specialists and senior leadership.
Key Accountabilities
Full responsibility for the daily operational performance of the Dover office
Ensure high standards of productivity accuracy and compliance across all teams
Work closely with the Brokerage Director and leadership team to implement policies procedures and systems
Line manage Team Leaders and Specialists aligning objectives and supporting mentoring across the declarant network
Design and implement a framework for specialist roles including tailored job descriptions aligned to individual skill sets
Oversee systems automation and process improvements to increase efficiency and accuracy
Build and maintain strong operational relationships with customers both new and existing
Ensure adequate staffing and coverage for the 24/7 shift system including weekend on-call rota
Key Responsibilities
Lead by example ensuring adherence to company policies and procedures
Create maintain and improve Standard Operating Procedures (SOPs)
Liaise with HMRC and other relevant authorities to facilitate customs clearance
Produce and support weekly and monthly operational reports for Directors
Conduct monthly internal reviews with key stakeholders to share best practice and drive continuous improvement
Manage holidays absences return-to-work interviews and HR documentation
Carry out 1-2-1s appraisals and performance management processes
Stay up to date with import export and transit legislation through industry webinars and seminars
Act as the single point of contact for audits working closely with the audit team and organising training to close skill gaps
Support key client relationships alongside the Operations Manager and senior stakeholders
Ensure Team Leaders actively manage customer IOPs and internal instructions
What to Expect
Office-based role in Dover
Smart / casual dress code
A fast-paced and sometimes high-pressure environment supported by an experienced leadership team
Occasional travel to other offices to support business needs
Attendance at customer meetings sometimes involving overnight stays
Out-of-hours working as required to meet operational demands
About You
You will be an experienced customs or brokerage operations leader confident managing teams improving processes and working in a regulated time-critical environment. Strong people management stakeholder communication and compliance knowledge are essential.
Required Experience:
Manager
Key Skills
- Six Sigma
- Lean
- Management Experience
- Process Improvement
- Microsoft Outlook
- Analysis Skills
- Warehouse Management System
- Operations Management
- Kaizen
- Leadership Experience
- Supervising Experience
- Retail Management
