Manager - Operations - Freight Forwarding
DP World · Maharashtra
Operational Management
- Manage end-to-end freight forwarding operations across import and export shipments.
- Ensure timely execution of shipments from booking and documentation through customs clearance and final delivery.
- Monitor shipment milestones and proactively resolve operational bottlenecks and exceptions.
- Ensure adherence to customer SOPs, SLAs and internal operational processes.
- Review daily operational performance and ensure timely closure of pending activities.
Customer Management
- Ensure timely communication and resolution of customer queries and operational issues.
- Manage operational escalations and coordinate corrective actions with relevant stakeholders.
- Participate in customer reviews and ensure delivery against agreed service commitments.
- Maintain strong customer relationships through consistent and reliable service delivery.
Operational & Cost Control
- Monitor operational costs and identify opportunities to improve productivity and efficiency.
- Ensure timely job closure, documentation and billing coordination.
- Monitor resource utilization and minimize operational delays, errors and avoidable costs.
- Support initiatives aimed at improving branch profitability and operational performance.
Vendor & Stakeholder Management
- Coordinate with shipping lines, airlines, transporters, CHA/customs partners, warehouses and other service providers.
- Monitor vendor performance and ensure adherence to agreed service standards.
- Resolve service issues with vendors and escalate recurring concerns where required.
- Maintain effective working relationships with key operational stakeholders.
Compliance & Process Management
- Ensure compliance with company policies, customer SOPs and applicable statutory and regulatory requirements.
- Ensure accurate and timely documentation across shipment processes.
- Identify process gaps and implement corrective and preventive actions.
- Drive standardization and continuous improvement of operational processes.
Cross-functional Coordination
- Work closely with Sales, Customer Service, Finance, Customs, Transport, Warehousing and overseas offices.
- Provide operational support for new customer onboarding and account implementation.
- Ensure smooth handover of new business into operations.
- Support Sales with operational inputs, feasibility assessments and service solutions.
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