Manager, Hub Operations

About the role

The Hub Operations Manager leads and optimizes a large-scale processing staff of around 500 team members across multiple shifts, driving daily high-volume mail and parcel sorting. The role ensures strict Service Level Agreement (SLA) compliance, meets or exceeds quality benchmarks, lowers operational costs and enforces workplace health and safety across the hub.

Key responsibilities

• Use technical analytics tools and automated sorting systems to streamline sorting, optimize throughput and maintain service quality and SLA targets
• Plan and oversee shift arrangements and rosters for peak periods such as festive seasons, statistical collection runs and Annual Report distributions, and supervise third-party labour for value-added services
• Evaluate traffic data, submit regular departmental P&L summaries, track productivity milestones and KPIs, and build data-driven action plans
• Apply Service Design and Design Thinking to find bottlenecks and run sorting centralization and streamlining initiatives
• Build relationships with internal teams and external vendors and clients, and oversee technology roll-outs and integrations
• Partner with security teams on investigations, enforce workplace health and safety rules, and complete management action plans after audits
• Resolve high-priority customer escalations and work with account management to improve client-facing workflows

Required profile

• Bachelor's degree in Logistics, Business or a related field
• At least 5 years of experience in operations or logistics
• Proven ability to manage a large 24/7 processing workforce of 500+ staff
• Strong people and stakeholder management skills

Required skills

• Advanced data analytics with modern tools, including root-cause analysis
• Familiarity with automated sorting systems, hub logistics and SLA compliance
• Service Design and Design Thinking
• Understanding of workplace health and safety regulations, risk mitigation and operational auditing