Deputy General Manager - Branch Operations - Freight Forwarding

DP World; Gurgaon; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

DP World in Gurgaon, India is seeking an operations leader to own end-to-end delivery across shipments and service lines. You will ensure on-time performance, strict adherence to SLAs and TATs, and close collaboration with Sales, Customer Service, and Pricing to enable scalable, reliable operations.

The role emphasizes process discipline, SOP adherence, and zero-defect execution with a focus on continuous improvement and data-driven decision making to support business growth and customer

Responsibilities

• Own end-to-end operational delivery for the branch across all shipments and service lines
• Ensure adherence to customer commitments, SLAs, and agreed TATs
• Drive on-time performance, shipment visibility, and exception management
• Optimize cost per shipment/file through process discipline and productivity improvement
• Drive standardization and strict adherence to SOPs across all operations
• Identify and eliminate process inefficiencies, leakages, and rework
• Partner closely with Customer Service to ensure proactive communication and issue resolution
• Ensure zero-defect execution and "first-time-right" operations
• Support retention through consistent and predictable service delivery
• Lead, coach, and develop operations teams to drive high performance
• Build accountability and ownership culture within the branch
• Ensure resource optimization and workload balancing
• Work closely with Sales, Customer Service, and Pricing teams to ensure seamless execution
• Support business growth by enabling scalable and reliable operations
• Act as the operational anchor for all customer implementations and transitions
• Ensure compliance with regulatory, statutory, and internal governance requirements
• Maintain high standards of documentation, audit readiness, and system accuracy
• Drive discipline in system usage (CRM/OTM or relevant platforms)
• Track and report key operational KPIs (TAT, cost, productivity, service levels)
• Drive continuous improvement through data-led decision making
• Support BU Head with insights on performance, risks, and improvement opportunities

Job description

Job Description:

Business Delivery & Execution

• Own end-to-end operational delivery for the branch across all shipments and service lines
• Ensure adherence to customer commitments, SLAs, and agreed TATs
• Drive on-time performance, shipment visibility, and exception management

Operational Excellence & Efficiency

• Optimize cost per shipment/file through process discipline and productivity improvement
• Drive standardization and strict adherence to SOPs across all operations
• Identify and eliminate process inefficiencies, leakages, and rework

Customer Experience & Service Quality

• Partner closely with Customer Service to ensure proactive communication and issue resolution
• Ensure zero-defect execution and "first-time-right" operations
• Support retention through consistent and predictable service delivery

Team Leadership & Capability Building

• Lead, coach, and develop operations teams to drive high performance
• Build accountability and ownership culture within the branch
• Ensure resource optimization and workload balancing

Cross-functional Collaboration

• Work closely with Sales, Customer Service, and Pricing teams to ensure seamless execution
• Support business growth by enabling scalable and reliable operations
• Act as the operational anchor for all customer implementations and transitions

Governance, Compliance & Controls

• Ensure compliance with regulatory, statutory, and internal governance requirements
• Maintain high standards of documentation, audit readiness, and system accuracy
• Drive discipline in system usage (CRM/OTM or relevant platforms)

Performance Management & Reporting

• Track and report key operational KPIs (TAT, cost, productivity, service levels)
• Drive continuous improvement through data-led decision making
• Support BU Head with insights on performance, risks, and improvement opportunities