Branch Manager

The Opportunity

International freight depends on countless commitments being kept, often across several countries, service providers and modes of transportation. This position leads the people and operational systems that make those commitments possible.

The Operations Manager will oversee the daily performance of the branch, with particular responsibility for its air freight, ocean freight and CFS-related activities. The mandate extends well beyond shipment execution. This leader will be accountable for service quality, financial results, workforce planning, regulatory compliance, employee development and the continued growth of the operation.

It is an opportunity for an experienced freight forwarding professional to take meaningful ownership of a multifaceted operation. The successful candidate will bring structure to competing priorities, build confidence among employees and customers, and ensure that operational decisions support both immediate service requirements and longer-term business objectives.

Position Description

Branch Operations & Performance Management

• Oversee the daily operations of the branch, including air freight, ocean freight, warehouse, and transportation activities.
• Ensure operational departments consistently meet and exceed performance targets related to productivity, quality, profitability, and customer satisfaction.
• Monitor key performance indicators (KPIs), analyze operational results, and implement strategies to improve efficiency and service levels.
• Develop and execute operational plans aligned with company objectives, revenue goals, and growth initiatives.
• Prepare and review monthly and quarterly reports, forecasts, budgets, resource planning, and operational performance metrics.
• Identify opportunities for process improvements, cost optimization, and operational excellence.

Warehouse Management

• Provide leadership and oversight for warehouse operations, ensuring efficient handling, storage, receiving, shipping, and inventory processes.
• Ensure warehouse operations meet customer requirements while maintaining safety, productivity, and quality standards.
• Monitor warehouse capacity, labour planning, equipment utilization, and operational workflows.
• Ensure compliance with warehouse safety procedures, regulatory requirements, and company policies.
• Collaborate with transportation, air, and ocean teams to ensure seamless end-to-end supply chain execution.

Leadership & Team Development

• Lead, mentor, and develop operational teams, fostering a culture of accountability, collaboration, and continuous improvement.
• Provide direction, coaching, and performance feedback to department managers, supervisors, and operational staff.
• Manage recruitment, onboarding, training, performance evaluations, and employee development initiatives.
• Establish clear expectations, delegate effectively, and ensure teams have the tools and resources required for success.
• Promote a positive workplace culture focused on employee engagement, retention, and operational excellence.

Customer Relationship Management

• Ensure exceptional customer service standards are maintained across all operational areas.
• Build and maintain strong relationships with key customers through regular communication, meetings, and business reviews.
• Understand customer requirements and ensure timely resolution of service issues.
• Support business development initiatives by identifying opportunities for growth within existing and prospective accounts.

Compliance, Safety & Risk Management

• Ensure all branch operations comply with company policies, industry regulations, employment standards, health and safety requirements, and quality standards.
• Promote a safe working environment and ensure appropriate safety procedures are followed across office and warehouse operations.
• Maintain awareness of applicable transportation, customs, workplace safety, and regulatory requirements.
• Support audits, inspections, and compliance initiatives as required.

Experience

• Minimum 10 years of experience within the freight forwarding, logistics, transportation, or supply chain industry.
• At least 5 years of progressive leadership experience managing branch, operations, warehouse, or logistics teams.
• Strong operational knowledge of international air and ocean freight forwarding, warehouse and CFS operations, transportation management, customer service and supply chain solutions.
• Proven experience managing budgets, KPIs, productivity targets, and operational performance.
• Experience leading multi-functional teams in a fast-paced logistics environment.
• Strong understanding of warehouse safety practices, WHMIS, and provincial health and safety regulations.
• Proficiency with Microsoft Office Suite, including Excel and Word.
• Experience with Cargowise operating systems and transportation management systems is an asset.

Qualifications

The successful candidate should bring the knowledge, communication skills, and leadership style needed to earn trust from both the team and the customer.

Qualifications should include:

• Strong leadership and people management skills
• Excellent communication and interpersonal abilities
• Strategic thinking with strong operational execution
• Customer-focused mindset
• Strong analytical and problem-solving skills
• Ability to manage competing priorities and deadlines
• Sound judgment and decision-making abilities
• Ability to motivate teams and drive accountability
• Adaptability and flexibility in a dynamic environment

Education

• College diploma, university degree, or equivalent experience in freight forwarding, logistics, business, commerce, supply chain, or a related area
• International business education or certification would be helpful