Deputy General Manager - Branch Operations - Freight Forwarding

DP World; Gurugram District; Vor Ort; INR 1.500.000 - 2.100.000; Vollzeit

Zusammenfassung

DP World in Gurgaon, India is seeking an experienced Operations Delivery Manager to own end-to-end branch delivery across all shipments and service lines, ensure on-time performance, and uphold customer commitments, SLAs and target TATs.

You will drive operational excellence, standardize SOPs, optimize cost per shipment, lead the operations team, coordinate with Sales and Customer Service, and ensure governance, compliance, and data-driven performance reporting for continuous improvement.

Aufgaben

• 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

Jobbeschreibung

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