Manager, Operations And Account Management, APAC

Regional Account Manager

This role assumes overall leadership and general management responsibility for a regional account within Service Logistics Specialist Customer Solutions (SL SCS), overseeing warehousing, domestic and international transportation, and customer service operations.

The role provides end-to-end accountability for operational performance, people leadership, business growth, and solution strategy, driving warehousing and transportation excellence across APAC. It represents SL SCS APAC in senior stakeholder forums and ensures contracted performance, customer satisfaction, continuous improvement, and compliance, while promoting the SCS value proposition and partnering closely with internal teams within the DHL Group to deliver cost-effective, high-quality logistics solutions.

Responsibilities include:

• Ensuring annual business plans are achieved, including revenue, EBIT, service levels, and strategic/tactical initiatives.
• Acting as the regional champion and serving as the primary liaison with the customer and SCS Global Account Manager.
• Leading the regional accounts operating across multiple countries, driving operational performance, customer engagement, business growth, and profitability.
• Strengthening SCS APAC integration with the customer by connecting all operations within the DHL Group, fostering a best-practice sharing community, conducting regular business reviews, and leveraging operational synergies.
• Ensuring accurate and timely billing to prevent payment delays.
• Serving as the primary escalation point for APAC operational matters involving customers, suppliers, customer vendors, and auditors.
• Leading regional and direct operations teams (approximately 9 FTEs based in Singapore, Malaysia, and India).
• Providing management oversight to extended SCS teams in five additional APAC countries not under direct regional management.
• Ensuring countries manage end-to-end SCS operational processes, including warehousing, transportation (import, export, domestic), reverse logistics, and customer care, in accordance with agreed Scope of Work (SOW) and KPIs.
• Leading and managing remote teams effectively, ensuring strong governance, control, and accountability.
• Developing and executing short- and mid-term SCS business plans aligned with DSC strategy and customer business objectives.
• Maintaining the appropriate balance between DSC priorities and customer imperatives, ensuring full compliance at all times.
• Aligning regional initiatives closely with Global SCS strategy, ensuring consistency and scalability.
• Maintaining strong, collaborative relationships to support operational excellence, service continuity, and growth initiatives.
• Ensuring all projects are planned correctly from inception and executed through to successful completion.
• Driving continuous improvement and performance excellence across SCS teams.
• Motivating, coaching, and developing teams to elevate performance and capability, even in remote and matrix environments.

Requirements include:

• Graduate/Post-Graduate degree, preferably in Logistics or Supply Chain Management.
• 8–10 years' experience in the logistics and supply chain industry, including international freight, warehousing and distribution, parcels, service logistics, and customer service.
• Proven regional leadership experience within multi-country, matrix organizations, with cross-division exposure preferred.
• International business experience with strong cultural awareness.
• Knowledge of and experience in Operations and Account Management are required.
• Strong business acumen, analytical and problem-solving skills, with ability to manage regional projects and deliver results across markets.
• Excellent communication and stakeholder engagement skills in multicultural environments, with a solid understanding of customer business requirements.