Senior Operations Controller

	Senior Operations Controller

General informations

Africa Global Logistics Namibia offers of logistics solutions in all sectors of activities that govern economic life in this country. For 14 years, through our multimodal logistics solutions (clearing and forwarding, transport, warehousing, vessel agency & husbandry)) we have been modifying our know-how in the service of socio-economic development in “name of the country”. Thanks to the synergy of our means, we take an active part in major development projects in the African “region”. Thanks to investments in equipment and innovations, our teams are committed to offering tailor-made logistics solutions that meet the specific needs of our customers.

Job description

Mission Description                      

Job Purpose
The Senior Operations Controller oversees operational performance, service delivery and control across assigned activities within AGL Namibia, including Corridor operations, Inbound/Outbound Customs Clearance, and Inbound/Outbound Releasing. The role ensures efficient execution against customer and business requirements, manages key account performance, resolves operational and commercial exceptions, and supports accurate costing, billing and customer satisfaction. The position also provides guidance to operational teams, including Supervisors, and delivers reliable operational reporting to support management decision-making.

Job Functions
1. Operational Control
• Oversee daily operations to ensure compliance with procedures, customer requirements and service levels.
• Monitor workloads, ageing jobs, bottlenecks, exceptions and service failures, ensuring timely corrective action.
• Review job status, documentation and transaction completeness to prevent service, billing or customer impacts.
• Analyse performance trends, identify risks and improvement opportunities, and coordinate resolution of escalated issues.
• Provide management with accurate operational updates, risks and recommended actions.
2. Key Accounts and Customer Control
• Serve as the operational focal point for assigned key accounts, ensuring adherence to customer requirements, SOPs and service commitments.
• Maintain regular customer engagement and provide updates on job status, delays, exceptions and recovery actions.
• Monitor KPI, SLA and turnaround-time performance and coordinate resolution of customer-impacting issues.
• Investigate recurring complaints and service failures, driving corrective actions and root-cause analysis.
• Ensure customer instructions, rates and commercial requirements are accurately reflected in operational processes.
• Support account reviews with performance reports, action trackers and exception management.
3. Team Coordination
• Coordinate and guide operational teams to meet daily priorities and customer commitments.
• Support workload allocation based on operational demands and available resources.
• Monitor adherence to SOPs, controls, deadlines and service standards.
• Coach team members on operational excellence, customer service, exception handling and documentation quality.
• Escalate performance, capacity or operational risks as required.
4. Reporting, Escalation and Continuous Improvement
• Maintain operational dashboards, KPI trackers and performance reports.
• Escalate critical issues with clear ownership, impact assessments and proposed solutions.
• Identify recurring process failures and support corrective and preventive actions.
• Participate in operational reviews, customer reviews and continuous improvement initiatives.
• Provide accurate reporting and evidence to support management reviews, audits and customer engagements.

 

Profile

Minimum Education and Experience Requirements:
• Diploma in Logistics, Business administration, Finance, or a related field is required.
• O/A Level Certificate.
• At least 4 years' Clearing & Forwarding Shipping experience.
• Relevant qualification in Logistics.
• Proficiency in Pegasus and Asycuda software systems is a must.
• Accuracy, detail orientation & adherence to deadlines.
• Ability to function independently & within a team.
• Ability to function effectively under pressure.
• Being able to delegate / manage.
• Ability to work under pressure.
• Know and understand client expectations.