Client Operations & Support Manager

Company Description

Established in 1982, WMG is a licensed Postal Service Operator headquartered in Singapore, specializing in cross-border parcel and mail logistics across Asia. Our strategic network covers Singapore, China, Malaysia, Thailand, Hong Kong, and extends partnerships globally.

Role Description

Provide overall leadership, governance, and performance management across Client Operations and Compliance Support functions. This role ensures alignment between client-facing execution and back-end operational support, while maintaining service quality, compliance, and commercial discipline.

Key Responsibilities

• Lead and manage the Client Operations Executives and Service Operations Support Executives

• Own overall Client Operations and Support service performance, resourcing, and workload balancing

• Act as escalation point for client, operational, and compliance issues

• Review and validate Quarterly Business Review (QBR) outcomes, improvement plans, and client risks

• Oversee KPI performance and mentoring of the executives

• Ensure SOPs, escalation frameworks, and controls are adhered to

• Partner with senior management on resourcing, process improvement, and strategic initiatives

Qualifications

• Strong Account Management and Analytical Skills to efficiently manage workflows and improve processes

• Excellent Communication Skills to interact with clients, resolve concerns, and ensure alignment across teams

• Proficiency in Customer Service and the ability to oversee and enhance customer support operations

• Experience in Training team members to optimize efficiency and maintain service standards

• Proven leadership skills, attention to detail, and ability to work independently

• A Bachelor's degree in Business Administration, Logistics, or related field is preferred

• Prior experience in the logistics, supply chain, or e-commerce industries is a plus

• Experience as a custom import permit declaring agent would have an added advantage