PIL Australia is a dynamic Shipping Agency business, representing carriers Pacific International Lines (PIL) and Mariana Express Lines in Australia.

Part of the Singapore-based PIL Group, Mariana Express Lines focuses on niche regional trades across Asia-Pacific, including Australia, Southeast Asia and the Pacific Islands, offering reliable services with fast transit times.

At PIL Australia, we believe our people are key to our success. You'll join a supportive team environment where you are encouraged to grow, develop and take ownership of your role.

About the Role

We have a fantastic opportunity for an experienced Branch Excellence Manager to join our Brisbane Branch, based in Spring Hill.

This is a diverse leadership role responsible for driving operational excellence, customer service quality and continuous improvement across the Queensland branch. You will oversee the day-to-day customer service, documentation, operational, systems and general administrative activities of the branch, while ensuring best practice across operational and customer-facing functions.

Working closely with the State Manager, the Queensland Branch team and the National Customer Service Manager, you will lead, coach and develop branch employees, standardise and document processes, monitor branch performance and support effective resourcing. You will also oversee customer service and documentation functions, manage escalated customer issues and help deliver an efficient, consistent and high-quality customer experience.

This role would suit an experienced shipping or freight-forwarding professional who enjoys leading and developing teams, improving processes and managing a wide-ranging workload in a fast-paced operational environment.

To be successful in this role you will:

Have extensive experience in branch operations, shipping or freight forwarding,



supported by strong knowledge of general shipping practices.

Have proven experience leading, coaching and developing teams.

Demonstrate experience in process standardisation, continuous improvement and change management.

Have excellent verbal and written communication skills, with the confidence to engage effectively at all levels of the business.

Have strong customer service and stakeholder management skills, including the ability to resolve escalated and complex issues.

Possess strong problem-solving, organisational, planning and record-keeping skills.

Be able to manage competing priorities, meet deadlines, use initiative and identify opportunities to improve efficiency, quality and service.

Be confident monitoring branch metrics, preparing accurate reports and using data to support decision-making.

Be proficient in Microsoft Office 365 and relevant operational systems, and demonstrate a collaborative leadership style with high professional standards.

Be committed to company policies, regulatory requirements, workplace health and safety, and fostering a culture of safety and wellbeing.

Experience in Lean, Six Sigma or other process improvement methodologies, professional or tertiary qualifications in business or management, and knowledge of PIL and PIL Australia systems and policies will be highly regarded.

Working with PIL Australia

Your success is important to us.

When you join the PIL Australia team, we invest in your development and recognise your contributions.

- Competitive salary package
- Hybrid working, with up to two days working from home
- Mental health and wellbeing support program
- Access to professional development tools

Employment with PIL Australia is subject to the satisfactory outcome of a Nationally Coordinated Criminal History Check (NCCHC) Police Check.

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📌 Branch Excellence Manager (Brisbane City)
🏢 PIL Australia
📍 Brisbane City