Summary
Overview
Work History
Education
Skills
Websites
Activities
Accomplishments
Software
Certification
Timeline
Generic

KEN SEAH JHEN KIAN

Operations & Transformation Manager
Puchong

Summary

Skilled Branch Manager with demonstrated success in coordinating team and financial activities. Friendly and adaptable professional with remarkable leadership and program management skills.

Enterprising Branch Manager successful in leading every facet of new and ongoing business operations. Strategic thinker and tactical decision-maker with passion for serving customers and exceeding expectations. Creative problem solver skilled at de-escalating situations and driving positive change.

Experienced with managing branch operations and driving team performance to achieve business goals. Utilizes strategic planning and effective leadership to enhance operational efficiency. Track record of fostering strong client relationships and implementing successful financial strategies.

Overview

19
19
years of professional experience
2006
2006
years of post-secondary education
2
2
Certifications
4
4
Languages

Work History

Branch Manager

Bollore Logistics
04.2021 - Current
  • Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
  • Maintained friendly and professional customer interactions.
  • Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
  • Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
  • Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
  • Increased branch profitability by implementing cost-saving measures and streamlining operational processes.
  • Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
  • Enhanced staff competency with regular training sessions, boosting productivity levels across the branch operations.
  • Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
  • Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
  • Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
  • Developed a high-performing team through targeted recruitment, training, and performance management initiatives.
  • Met deadlines by proactively managing individual and team tasks and streamlining processes.
  • Complied with regulatory guidelines and requirements.
  • Ensured regulatory compliance through diligent adherence to industry standards, guidelines, and company policies.
  • Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
  • Elevated staff morale and productivity by introducing system of rewards and recognition for outstanding performance.
  • Negotiated with vendors to secure cost-effective solutions for branch operations, significantly lowering overhead costs.
  • Oversaw daily branch operations, ensuring compliance with regulatory standards and maintaining operational integrity.
  • Taking care of Penang and Ipoh branch since year 2024.
  • Overall heading close to 70 staffs from 3 branches.

APAC Operations Manager

Bollore Logistics
10.2019 - 03.2021
  • Setting up the team as the control tower for APAC region.
  • Setting up process flow, SOPs, KPIs.
  • Monitoring more than 10 3PLs for 1 customer.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.

OPERATIONS MANAGER

BDP (MALAYSIA) SDN BHD
09.2015 - 09.2019
  • Leading the Central Operations (Petaling Jaya and Port Klang Office), which includes 4 Business Units (Air Freight and Sea Freight) - KLCMMR, NVOCC, Doc and Quality and Airreight. Functionally, managing few sizeable key account – Kerry ingredients, Steelcase, Bostik, Cabot, Cooper vision, Ingredients plus, DIC, AD2, National Oilwell Vacro and Kraton.
  • To improve on the existing business process and work closely with General Manager to ensure long-term success of the Company.
  • Freight cost analysis and execute operational efficiencies, to monitor the effectiveness of logistic procedures, space utilization and recommendation.
  • Implement and monitor entire logistic operation including all import customs clearances, deliveries to sites, receiving, processing of work orders and invoicing.
  • Timely update and clean-up of all databases in logistics system.
  • To oversee the implementation of the IT systems to enhance operations.
  • Monitor all import / export compliances to local / company standards and liaise with customers and relevant government authorities.
  • Motivate, train, educate and develop subordinates to provide highest quality / continual growth and improvement.
  • Perform the most challenging tasks in the area of cargo export and import shipments by sea.
  • Create the S.O.P.'s (standard operating procedures) for internal process and customers.
  • Responsible for the financial results of the sea freight department both import and export.
  • To ensure that self and all team members comply with company delegated authorities and all finance related policies.
  • Responsible to identify custom tariff code, update the system on each job work flow, do billing and costing, submit job for closing once job completed.
  • To carry out job responsibility on operation and documentation for sea and air import/export.
  • To handle/ attend to customer’s complaint in professional way with a view to preventing recurrence.
  • Check, process and reply to overseas inquiries by network, selected partners and other regions.
  • Responsible to establish good communication and good relationship with internal and external parties, including haulage drivers and riders.
  • To ensure smooth logistic operation and timely scheduling.
  • To ensure that all billing by users on time and COD payment to collect against Bill of Lading release.
  • To evaluate and select logistic providers that are reliable and cost-effective.
  • To prepare and generate quotations for customers and intercompany enquiry.
  • To lead and manage the operations department and business of land transportation and sea/air transportation.
  • To liaise and coordinate with forwarders/transporters on the logistic/shipment of incoming and outgoing equipment in a timely manner and responsible all insurance and claim matters.
  • To respond and ensure effective coordination between Operation Team and forwarders on deliveries.
  • To support in the preparation, presentation, and follow-up on Requests for Information (RFI), Requests for Proposal (RFP), and Requests for Quotations (RFQ).
  • Lead and support Management by providing input for all strategic planning processes.
  • Any other goal, task and/or project assigned by the Management from time to time.
  • Responsible to spear-head the Forwarding team (Port Klang Office) with all activities including customs declaration, customs paper passing, paper query solving, meeting internals’ KPI, generating gate pass and relevant.
  • Liaise, coordinate and follow up closely with all related internal departments such as forwarding, haulage, transport and finance to ensure customers’ expectations are met and all customers’ requests are completed as agreed.
  • Responsible for day to day forwarding related matters in order to meet the Customer demands.
  • Provide courteous and professional service to all enquiries and requests for services.
  • Coordinate the import export operations, customs clearance, delivery, pick-up and warehousing.
  • Well versed in handling Customs clearance operation including EDI data entry (K1, K2, K3, K8, K9, DG, ZB and FSPG).
  • Need to attend the Custom examination and any related matters import and export.
  • Attend to Cargo delivery and attend to daily loading and unloading issues.
  • Ensure the “On Time Delivery” for Import and Export to meet Customer requirements.
  • Ensure compliance to all rules and regulations of Customs and other government agencies.
  • Handling and manage the temporary import export procedures such as BG, ATA, and etc.
  • Handling matters related to HS Code, Duty, Tax computation and Exemption, DG, ZB, OOG, BG Drawback and COO (form E,D and etc).
  • Monitor and ensure agreed service level are met and meeting with customer to KPI reports presentation.
  • Resolve services issues by clarifying customers’ complaints, determining the cause of the problem and provide the best solution to resolve the issues.
  • Keep customers updated should there be any delays or abnormalities to their shipments.
  • Keeping track of all import license and permit required for importing, liaise with government authorities shall any issues arise.
  • Perform any ad-hoc tasks as and when required by the management.
  • Most recent project, developing Airfreight Division by setting up office at KLIA. Working with core carriers and negotiating on the airfreight rates.
  • Enhance existing business and identify new business opportunities.
  • Build and maintain good business relationship with customers, airlines and sub-contractors.
  • Negotiate for good rates to support sales team and accounts managers with competitive rates.
  • Ensure customer satisfaction is maintained at all levels of operations.
  • Ensure timely delivery and billing.
  • Re-engineer processes to improve team service levels and performance instill discipline to establish harmony among employees.
  • Provide reports as required by the Management.

SENIOR SALES AND MARKETING EXECUTIVE

BDP (MALAYSIA) SDN BHD
01.2013 - 08.2015
  • To manage and develop the overall Business Development strategies/ activities in accordance with the group business strategy and local business environment to deliver maximum profit and optimize business assets.
  • Regional reporting and works with Global Sales team for Global Accounts Achievements - Business Performance and Results.
  • Generate new business/ new logos, sizeable profit like DIC Corporation, MS Elevators, Auric Pacific, MAAG Group, Altana Group and etc.
  • Providing the freight solutions to the customer, instead of just selling freight forwarding service.
  • Achieve sales business targets.
  • Analyses costs and cost structure and derives improvement measurements and actions.
  • Identify and develop potential, sustainable customer relationships.
  • Develop and maintain strong existing customer relations and loyalty.
  • Respond to customer enquiries / complaints.
  • Lead in engagements and strategic customer interfaces with key Corporate Customers.
  • Provide marketing and sales advice/information to management team to facilitate business review and evaluation.
  • Support BD department to fine tune strategic directives.
  • Drive and develop new business opportunities.
  • Drive market profiling to understand and identify market opportunities.
  • Lead sales initiatives to drive revenue growth.
  • Work together with other business operations e.g. cross selling opportunity market sizing etc.

KEY ACCOUNT EXECUTIVE

BDP (MALAYSIA) SDN BHD
01.2012 - 12.2012
  • Managing company's global key accounts such as Steelcase, Kerry Ingredients, DuPont, Dow Chemical and etc.
  • Organizing review meeting with the key customers, stay close to the customer and building good relationship.
  • Act as the first contact point to the customer, for all the enquiries, consultant and guidance, issues and solutions.
  • Monthly meeting with others country office team member, for analyzing and continuous improvement.
  • To sustain the current business, as well as to secure more shipments from each particular account.

LOGISTICS EXECUTIVE

BDP (MALAYSIA) SDN BHD
12.2009 - 12.2011
  • Managing a team on daily operation, shipment arrangement.
  • Leading a team, which was having total 5 team members in the group.
  • Handling the shipment arrangement for the company's key accounts such as Kerry Ingredients, Steelcase, DuPont, Dow Chemical, Solmax International and etc.
  • Problem solving, trouble shooting on the shipment issue.
  • Having a monthly meeting with the customers, to discuss on the KPI performance. And to share and discuss on cost saving, service improvement for the customer.

LOGISTICS SPECIALIST

BDP (MALAYSIA) SDN BHD
08.2006 - 11.2009
  • Experience and knowledge of understanding ocean freight and air freight services agreement.
  • Coordinate efficiently with shipping line, airlines and other departments on shipment schedule.
  • Negotiating rates for sea freight and air freight operation.
  • Knowledgeable in INCOTERMS, import and sales tax, export duties, customs clearance procedures.
  • Managing and monitoring incoming and outgoing shipment, especially on committed arrival or departure dates.
  • A Shipping/Airline Coordinator job is very varied and relies heavily upon good organizational and administrative skills.
  • Daily tasks will include responding to customers or shippers’ questions or in some cases complaints.
  • Responsible for day-to-day customer service role dealing with customers, shipping lines, haulage companies and oversea agents around the world.
  • Process some experience in Sea Freight / Air Freight / Shipping Industry.
  • Responsible full scope of total logistics supply chain operation activities (import and export).
  • To maintain accurate and up to date filling system.

Education

BACHELOR'S DEGREE - BUSINESS STUDIES/ADMINISTRATION/MANAGEMENT

UNIVERSITI UTARA MALAYSIA
06-2006

Skills

Branch operations management

Verbal/written communication

Relationship building

Coaching and mentoring

Employee development

Business development expertise

Performance reviews

Team player

Decision-making

Business development

Activities

  • Champion of 'Sukan Kolej Petronas 2006' for 3-on-3 basketball.
  • Black belt holder for Tae-Kwon-Do, UUM.
  • Football player for Kolej Petronas in 'Liga UUM 2005'.
  • Member of Biro Keusahawanan UUM.
  • Leader in the electrician club.

Accomplishments

Managed to turnaround PKG branch from the lowest performance branch to be 1 of the top performance branch, within 2 years.

Software

Cargowise operating system

Microsoft Office

Certification

IMDG Certified

Timeline

Branch Manager

Bollore Logistics
04.2021 - Current

APAC Operations Manager

Bollore Logistics
10.2019 - 03.2021

IMDG Certified

07-2017

IATA Certified

07-2016

OPERATIONS MANAGER

BDP (MALAYSIA) SDN BHD
09.2015 - 09.2019

SENIOR SALES AND MARKETING EXECUTIVE

BDP (MALAYSIA) SDN BHD
01.2013 - 08.2015

KEY ACCOUNT EXECUTIVE

BDP (MALAYSIA) SDN BHD
01.2012 - 12.2012

LOGISTICS EXECUTIVE

BDP (MALAYSIA) SDN BHD
12.2009 - 12.2011

LOGISTICS SPECIALIST

BDP (MALAYSIA) SDN BHD
08.2006 - 11.2009

BACHELOR'S DEGREE - BUSINESS STUDIES/ADMINISTRATION/MANAGEMENT

UNIVERSITI UTARA MALAYSIA

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KEN SEAH JHEN KIANOperations & Transformation Manager