Senior Manager - Branch Operations - Freight Forwarding
Full Job Posting
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.
About DP World
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