Assistant Manager - Ocean Export Operations - Freight Forwarding
DP World · India
Ocean Export Operations
- Manage end-to-end ocean export operations from shipment booking through documentation, customs clearance, vessel departure, and final pre-alert.
- Oversee execution of FCL and LCL export shipments in accordance with customer requirements and agreed SOPs.
- Ensure timely booking of shipments with shipping lines/NVOCCs based on customer requirements, routing, transit time, equipment availability, and commercial commitments.
- Monitor shipment milestones including booking confirmation, container planning, empty pickup, stuffing, customs clearance, gate-in, documentation, vessel departure, and pre-alert.
- Ensure adherence to vessel cut-offs, SI cut-offs, VGM deadlines, port/CFS timelines, and other operational milestones.
- Monitor vessel schedules, rollovers, blank sailings, port congestion, equipment shortages, and other operational disruptions.
- Proactively identify operational risks and take corrective actions to minimize shipment delays and service failures.
- Ensure timely and accurate updating of shipment status in the operating system.
- Ensure execution of shipments in line with customer-specific SOPs and service requirements.
Documentation & Compliance
- Ensure timely and accurate preparation and processing of shipping documentation including Shipping Instructions, Bill of Lading, VGM, invoices, packing lists, certificates, and other required documents.
- Ensure accuracy of HBL/MBL details and coordinate with shipping lines, agents, and customers for documentation amendments.
- Ensure compliance with applicable customs, port, shipping line, regulatory, and company requirements.
- Coordinate with Customs Brokers/CHA teams for timely customs clearance and resolution of documentation issues.
- Ensure adherence to export regulations, internal controls, and operational SOPs.
- Monitor documentation discrepancies and implement corrective actions to prevent recurrence.
- Maintain proper operational records and documentation for audit and compliance requirements.
Shipping Line & Vendor Management
- Manage relationships and operational coordination with shipping lines, NVOCCs, CFSs, ICDs, transporters, customs brokers, and other service providers.
- Coordinate with shipping lines for bookings, equipment availability, container release, gate-in, documentation, vessel schedules, and sailing confirmation.
- Monitor shipping line and vendor performance against agreed service levels.
- Escalate and resolve issues related to equipment shortages, booking failures, rollovers, vessel delays, documentation, and cargo movement.
- Provide inputs to Procurement/Pricing teams regarding carrier performance, service issues, capacity constraints, and vendor requirements.
- Support evaluation of vendors and service providers based on cost, service quality, reliability, and operational performance.
Customer Service & Stakeholder Management
- Ensure timely communication of shipment status, operational milestones, delays, and exceptions to customers and internal stakeholders.
- Work closely with Sales and Customer Service teams to ensure customer requirements and commitments are effectively delivered.
- Handle operational escalations and ensure timely resolution of customer complaints.
- Participate in customer meetings and operational reviews as required.
- Develop strong relationships with key customers and understand their operational requirements and expectations.
- Ensure customer-specific SOPs are implemented and periodically reviewed.
- Drive proactive communication to minimize customer escalations and improve overall service experience.
Shipment Tracking & Exception Management
- Monitor shipment progress from booking to vessel departure and ensure all critical milestones are achieved within timelines.
- Track vessel delays, rollovers, port congestion, equipment shortages, customs issues, and documentation exceptions.
- Develop and implement contingency plans for delayed or disrupted shipments.
- Coordinate with relevant stakeholders to resolve operational issues and minimize impact on customers.
- Maintain an exception management process and ensure timely closure of all operational issues.
- Analyze recurring shipment exceptions and implement corrective and preventive actions.
Cost Control & Operational Efficiency
- Monitor operational costs related to transportation, CFS, documentation, detention/demurrage, customs, and other shipment-related activities.
- Identify opportunities to reduce avoidable operational costs and improve process efficiency.
- Monitor detention/demurrage exposure and ensure timely action to minimize financial impact.
- Coordinate with Finance for accurate vendor billing and resolution of invoice discrepancies.
- Ensure operational activities are performed within approved commercial and process guidelines.
- Drive process improvements to reduce manual intervention, errors, delays, and operational costs.
Key Performance Indicators (KPIs)
- On-time shipment/vessel departure performance
- Shipment processing and operational TAT
- Booking success rate
- Documentation accuracy
- Customer satisfaction and complaint resolution TAT
- Shipment exception and escalation closure TAT
- Shipping line/vendor performance
- Detention & demurrage control
- Operational cost efficiency
- Compliance with SOPs and regulatory requirements
- Team productivity and performance
- Shipment volume handled
- Reduction in operational errors and service failures