Deputy General Manager - Branch Operations - Freight Forwarding

The Peninsular and Oriental Steam Navigation Company; Gurugram District; On-site; INR 900,000 - 1,200,000; Full time

Job summary

The Peninsular and Oriental Steam Navigation Company is seeking an operations lead to own end-to-end delivery for the Gurugram branch across shipments and service lines. You will ensure on-time performance, shipment visibility, and rigorous adherence to SLAs and TATs, while driving efficiency and standardization through SOPs.

You will partner with Customer Service and cross-functional teams to deliver zero-defect execution, scalable operations, and proactive issue resolution, while coaching

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

1. 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

2. 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

3. 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

4. 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

5. 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

6. 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)

7. 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