Manager, Hub Operations

Job Description

Direct, lead, and optimize a large-scale processing staff of roughly 500 team members across multiple operational shifts. Drive daily high-volume mail and parcel sorting operations to consistently fulfill strict Service Level Agreements (SLAs), meet or exceed operational quality benchmarks, lower operational expenditure, and enforce workplace health and safety protocols across the entire hub facility

Responsibilities

• Operational Optimization & Execution: Leverage advanced technical analytics tools alongside automated sorting systems to streamline daily sorting operations, optimize throughput, and continuously maintain strict service quality metrics and customer SLA requirements
• Workforce & Resource Allocation: Plan, coordinate, and oversee complex shift arrangements and roster scheduling for peak and high-volume cycles-such as festive periods, statistical collection runs, and Annual Report distributions.
• Direct shift reorganizations, manage 24/7 processing rosters, and efficiently supervise third-party labor allocation for specialized Value-Added Services requirements
• Data Analytics & Financial Reporting: Systematically evaluate, monitor, and submit regular traffic analyses and departmental P&L summaries. Track section-level productivity milestones, review operational KPIs, and formulate data-driven action plans to sustain long-term operational efficiency and budget compliance
• Process Optimization & Continuous Improvement: Apply Service Design and Design Thinking frameworks to systematically detect operational bottlenecks, uncover process gaps, and execute end-to-end workflow enhancements. Lead key sorting centralization and streamlining initiatives to maximize facility productivity and reduce overall operational expenditure
• Project Delivery & Stakeholder Engagement: Build strong collaborative relationships with internal teams (Operations, Tech, Engineering, Customer Service, Compliance) and external partners (vendors and client accounts).Oversee technology enhancements from initial roll-out through full operational integration, managing cross-departmental transfers, joint initiatives, and workflow optimizations
• Safety Compliance & Risk Mitigation: Partner closely with facility security teams to maintain operational integrity, launch formal investigations into operational discrepancies, and rigorously enforce Workplace Health and Safety (WSH) regulations. Ensure strict adherence to internal audit standards and complete required Management Action Plans within established timelines
• Cross-Functional Leadership & Client Relations: Actively contribute to organizational committees, including Staff Engagement and Safety committees. Swiftly resolve high-priority customer escalations and collaborate with account management teams to refine operational and client-facing service workflows

Requirements

• Bachelor's degree in Logistics, Business,or related fields
• Minimum of 5 years experience in operations or logistics
• Strong people and stakeholder management skills with a proven track record of managing large-scale 24/7 processing workforce (500+ staff)
• Advanced data analytics expertise using modern tech tools to optimize operational workflows, evaluate volume trends, and perform root-cause analyses
• Familiarity with automated sorting systems, hub logistics operations, and strict SLA compliance management
• Proficient in Service Design and Design Thinking frameworks to eliminate bottlenecks and execute continuous process improvements
• Sound understanding of Workplace Health & Safety (WSH) regulations, risk mitigation, and operational auditing protocols