Deputy General Manager - Branch Operations - Freight Forwarding

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