Senior Director, U.S. Brokerage

JOB SUMMARY

As a trusted advisor to Livingston’s leaders and associates, the Senior Director, US Brokerage coaches and provides support, guidance and advice on management and execution on service delivery for northern border clients. Maximizes revenue and mitigates costs to deliver annual operating plan while creating a customer first culture with diversity, equity, and inclusion in mind. Engages in collaborative decision-making with respect to new initiatives and drives thoughtful change across the organization. Responsible to deliver agreed upon strategies and priorities that enable Livingston’s U.S. and NA brokerage success. The Senior Director, US Brokerage is responsible to increase efficiencies, while amplifying the overall client experience for implementation. To achieve the goal, the leader must be able to lead a team of dynamic individuals by actively and skillfully conceptualizing, and analyzing, information gathered to demonstrate sustainable results that can be substantiated through data and metrics.

KEY DUTIES & RESPONSIBILITIES

• Accountable for the overall delivery of brokerage services provided to a defined segment of clients, through the management of multiple client service teams, and the corresponding national service centers.
• Coach, mentor, and improve the performance of direct reports.
• Improve productivity through operational process improvements, workflow management, service excellence and automation.
• Bring an entrepreneurial approach to the organization, and lead by example.
• Monitors and manages the level of service being provided to ensure that we can meet our clients and carrier expectations and needs.
• Establishes processes and systems aimed at developing and maintaining effective working relationships between the various units.
• Acts as liaison between operating units in the resolution of workflow or any other problems that are preventing Livingston from delivering the desired level of efficiency and client service.
• Resolves operational conflicts and identifies opportunities for greater synergy between operating units.
• Maintains and promotes positive employee relations.
• Develops evaluation systems that will enable us to effectively track the volumes and accuracy of work output to achieve measurable success with the client base.
• Examines and redesigns workflows, forms, office configurations and facilities to achieve maximum efficiency and reduce operating costs.
• Designs, develops and conducts studies aimed at work simplification, work efficiency and improved client service in the end-to-end processing environment.
• Responsible for establishing, developing, and maintaining client relationships.
• Responsible for managing client issues by developing action plans and monitoring progress.
• Work in conjunction with Sales/Service personnel to identify deadlines and commitments with clients.
• Examines the ebbs and peaks in the operating process and identifies creative and cost-effective staffing solutions to the workflow.
• Manages all aspects of the business segment including, but not limited to:
• Managing expense budget
• Forecasting manpower requirements
• Conducting resource planning
• Monitoring key performance indicators for client service teams
• Resolving relationship issues
• Developing leadership within the operating units
• Responsible for fostering the ongoing development within the operating units including problem solving, decision making, performance appraisals, training and development, etc.
• Plans and organizes all aspects of the operation for the client service teams and support functions.
• Perform other related duties as assigned by management.
• Adhere to established company policies and procedures.

KNOWLEDGE & SKILLS

• Must have previous experience in managing a multiple branches or stations and have P&L for these multiple locations as well as the regulatory parts of the air / sea forwarding business.
• Strong business acumen and an in-depth understanding of the service and financial implications of business decisions; uses sound judgment to make fact-based decisions.
• Must have managed multiple brokerage offices. 
• Understand the complexity of a larger freight forward.
• Fully conversant with all governmental policies/procedures related to Brokerage operations.
• A strong, results-oriented, and collaborative leadership style; naturally serves as an effective coach, mentor, and developer of talent.
• Energetic with a bias for action; proven ability to work in an intense, fast-paced and at times ambiguous environment.
• A true entrepreneurial orientation; constantly looking for innovative ways to improve processes and services.
• Excellent written, verbal, and presentation skills; can develop and articulate an effective flow of ideas and information that generates understanding and creates a climate in which others are motivated and want to participate.
• Ability to maintain effectiveness while managing/balancing multiple tasks.
• Handles stressful situations and a high volume of work.
• Required to have excellent interpersonal skills to deal effectively with clients, team members, other departments, and all levels of management.
• Excellent analytical and organizational skills.

WORK EXPERIENCE – MINIMUM REQUIRED

EDUCATION

CERTIFICATIONS DESCRIPTION

Working towards/or successful completion of the Certified Customs Specialists (CCS) designation with the Canadian Society of Customs Brokers (CSCB) or the National Customs Brokers & Forwarders Association of America (NCBFAA) is a requirement, if not already obtained.

Successful completion of the CCS examination is a mandatory requirement for further advancement.

COMPETENCIES