Operations Support Supervisor QMCC

CRYOPDP, now part of DHL Supply Chain, has been dedicated to finding solutions for the transport of time - and temperature-sensitive products in the life science and healthcare industries for more than 25 years. CRYOPDP covers more than 220 countries and territories and the entire temperature-controlled supply chain: packaging, pick pack kit preparation, express service and specialist courier. We are proud to be the preferred logistics partner of the life science industry and healthcare professionals for more than 4,000 companies worldwide.JOB TITLE: Operations Support Supervisor (QMCC)Overall Mission:The Operations Support Supervisor ensures the effective execution of customer contracts and service commitments for US Accounts by leading and overseeing the Control Tower Accounts. This role provides direction and guidance to Operations Support Specialists ensuring daily operations are delivered with accuracy, timeliness, and compliance.A core responsibility of the role is to drive continuous process improvement, regularly evaluating and optimizing end-to-end workflows within the Control Tower to improve efficiency, reduce risks, and align with customer and organizational objectives. By strengthening processes, monitoring performance, and fostering a culture of accountability, the Supervisor safeguards operational excellence and enhances customer satisfaction.In addition, the Operations Support Supervisor manages escalations, supports system and reporting improvements, and provides coaching and development to team members. By aligning people, processes, and technology, this role ensures seamless execution, builds strong relationships with US client counterparts, and contributes to the long-term success of the QMCC organization.Main Contribution - Key ResponsibilitiesTeam Leadership & Development: Lead and supervise the QMCC Team ensuring performance, accountability, and continuous growth through coaching, mentoring, and performance reviews.Operations Oversight & Execution: Oversee daily operational activities, including order handling, booking uploads, and reporting, to ensure accuracy, timeliness, and compliance with customer requirements; act as the escalation point to resolve issues effectively.Continuous Process Improvement: Drive ongoing evaluation and enhancement of end-to-end processes within the Control Tower, implementing best practices, automation, and corrective actions to improve service efficiency, reduce risks, and ensure consistency.Customer Relationship Management: Build and maintain strong working relationships with US client counterparts, ensuring clear communication, alignment on requirements, and proactive updates on service performance and operational matters.KPI Monitoring & Reporting: Establish, monitor, and update operational tracking tools and reporting dashboards; analyze performance against KPIs, prepare reports, and communicate results to both internal management and customer stakeholders.Cross-Functional Collaboration: Partner with IT Global Teams to support Unity system improvements and projects, and coordinate with internal departments (e.g., Quality, Finance, Operations) to resolve issues and optimize workflows.Business Continuity & Compliance: Ensure adherence to company policies, customer contracts, and compliance standards; support and implement Business Continuity Plans (BCP) to safeguard uninterrupted service delivery during disruptions.Organizational Position Manager’s Position - Control Tower ManagerLocation - Manila, PhilippinesInterfaceInternalOperations US, UK, PL, and NLOperational ExcellenceSalesCustomer ServiceMarketingITExternalClientsLocal Vendors of Global Control Tower accountsRequired SkillsProfile (experience/ education)Education: Bachelor’s degree in Supply Chain Management, Business Administration, Logistics, or a related field (Master’s degree a plus).Experience: Minimum 3–5 years of experience in operations, customer service, or supply chain management, with at least 2 years in a supervisory or team lead role. Experience in Control Tower, BPO, or logistics account management is strongly preferred.Technical Proficiency: Skilled in MS Excel, reporting tools (e.g., Power BI, Tableau), and order management systems such as Unity or equivalent. Familiarity with ERP, CRM, or WMS platforms is an advantage.Financial & Analytical Skills: Ability to review and reconcile invoices, monitor budgets, and analyze cost and performance data to support efficiency and service improvement.Leadership & Team Management: Demonstrated ability to lead, coach, and develop teams, prioritize workloads, and foster accountability across multiple stakeholders.Communication: Strong written and verbal communication skills, with the ability to prepare reports, deliver updates to clients and management, and engage effectively with cross-functional teams.Problem-Solving & Process Improvement: Proven capability to resolve escalations, implement corrective actions, and drive continuous improvement initiatives in operational processes.Project Management Skills: Familiarity with project coordination, performance tracking, and workflow optimization. Certification in Lean, Six Sigma, or PMP is an advantage.Adaptability & Resilience: Comfortable working in a fast-paced, global environment with multiple priorities; able to maintain performance and decision-making under pressure.LanguageFluent in English - Other foreign language proficiency is a plusSpecific Experience & Knowledge RequiredBachelor’s degree in Supply Chain Management, Business Administration, Logistics, or a related field (Master’s degree a plus).Minimum 3–5 years of experience in operations support, customer service, or supply chain management, with at least 2 years in a supervisory or team leadership role.Proven experience managing Control Tower operations, account support, or BPO/logistics teams handling international clients (US accounts preferred).Strong knowledge of order management, shipment coordination, and back-office operational processes.Experience using Cargowise or similar order/transport management systems, with the ability to generate, maintain, and analyze operational reports.Demonstrated ability to oversee team performance, provide coaching, and drive improvements in service quality and efficiency.Familiarity with KPI tracking, reporting dashboards, and performance monitoring for customer accounts.Experience collaborating with cross-functional teams (IT, Finance, Operations, Quality) to resolve issues, implement system/process improvements, and support client requirements.Track record of identifying operational risks, supporting Business Continuity Plans (BCP), and ensuring consistent service delivery during disruptions.Knowledge of Lean, Six Sigma, or continuous improvement methodologies is an advantageInterpersonal skills ("Essential")Leadership & Team Guidance: Ability to supervise and motivate a diverse team, providing coaching, mentoring, and feedback to drive continuous improvement and performance excellence.Clear & Effective Communication: Skilled in conveying information across different levels from team members to cross-functional stakeholders and clients, ensuring clarity and alignment.Stakeholder Management: Builds strong, trust-based relationships with US client counterparts, internal partners, and cross-functional teams by managing expectations and balancing priorities.Collaboration & Coordination: Promotes teamwork across departments and geographies, fostering a culture of cooperation, accountability, and shared success.Problem-Solving & Decision-Making: Approaches challenges with analytical thinking and diplomacy, ensuring timely and practical solutions for operational issues.Adaptability & Resilience: Maintains composure and effectiveness under pressure, especially when managing escalations, covering for team absences, or supporting BCP measures.Continuous Improvement Mindset: Proactively identifies inefficiencies and leads initiatives that enhance processes, accuracy, and service quality.Professional Presence: Demonstrates credibility, confidence, and empathy in both internal and external interactions, reinforcing trust and accountability.