Senior Manager - Branch Operations - Freight Forwarding

DP World; Mumbai City; On-site; INR 1,800,000 - 3,600,000; Full time

Job summary

DP World in Mumbai is seeking an experienced Operational Manager to lead end-to-end import/export operations, ensure timely shipment execution from booking to delivery, and monitor milestones across branches.

The role emphasizes customer service excellence, team leadership, cost control, vendor management, and process improvements through Lean practices and digital transformation, coordinating with Sales, Finance, Customs, and overseas offices.

Qualifications

• Experience in overseeing end-to-end logistics operations.
• Strong leadership and team development capabilities.
• Ability to optimize processes and drive continuous improvement.
• Proven vendor and carrier management experience.

Responsibilities

• Lead and manage end-to-end Import and Export operations.
• Ensure timely shipment execution from booking to final delivery.
• Monitor shipment milestones and resolve bottlenecks.
• Drive operational efficiency through standardized processes.
• Review dashboards and ensure smooth workflow across branches.
• Lead, mentor, and develop regional operations teams.
• Define KRAs and KPIs for team members and monitor performance.
• Negotiate terms with shipping lines, co-loaders, and transporters.
• Identify opportunities for process optimization and digital transformation.
• Work with Sales, Customer Service, Finance, Customs Clearance and overseas offices.

Job description

Operational Management

• Lead and manage end-to-end Import and Export operations.
• Ensure timely shipment execution from booking to final delivery.
• Monitor shipment milestones and proactively resolve operational bottlenecks.
• Ensure adherence to agreed customer SOPs and service level agreements (SLAs).
• Drive operational efficiency through standardized processes and automation.
• Review daily operational dashboards and ensure smooth workflow across branches.

Customer Service Excellence

• Ensure superior customer experience through timely communication and issue resolution.
• Handle critical customer escalations and implement preventive action plans.
• Conduct regular operational reviews with key customers.
• Maintain high customer retention through consistent service quality.

Team Leadership

• Lead, mentor, and develop regional operations teams.
• Define KRAs and KPIs for team members and monitor performance.
• Conduct coaching sessions, performance reviews, and succession planning.
• Foster a culture of accountability, collaboration, and continuous improvement.

Commercial & Financial Management

• Monitor operational profitability and control costs.
• Ensure timely job closures and accurate billing coordination.
• Optimize freight procurement and vendor utilization.
• Support business development by providing operational solutions during customer onboarding.
• Drive productivity improvements and cost‑saving initiatives.

Carrier & Vendor Management

• Build and maintain strategic relationships with shipping lines, co-loaders, transporters, and other service providers.
• Negotiate operational terms and ensure vendor performance meets business expectations.
• Conduct regular vendor performance evaluations.

Process Improvement

• Identify opportunities for process optimization and digital transformation.
• Implement best practices across locations.
• Drive Lean initiatives and continuous improvement projects.
• Monitor operational KPIs and develop corrective action plans where required.

Cross-functional Coordination

• Work closely with Sales, Customer Service, Finance, Customs Clearance, Transport, Warehousing, and overseas offices.
• Support key account implementation and new business transitions.
• Ensure seamless coordination between branches and regional teams. .