Senior Manager - Documentation - Container Freight Station - Mundra

Key Responsibilities

1. Documentation & Process Management

• Oversee end-to-end documentation processes related to import, export, empty containers, and CFS operations.

• Ensure timely and accurate processing of operational and commercial documentation.

• Monitor documentation workflows to eliminate delays and improve turnaround times.

• Ensure accurate system entries and operational reporting.

• Maintain complete documentation records in compliance with customs regulations and company policies.

• Drive continuous improvement in documentation processes through automation and standardization.

2. Customer Service Management

• Lead and manage the Customer Service team to deliver exceptional customer experience.

• Ensure achievement of Customer Satisfaction (CSAT) targets and service excellence standards.

• Address and resolve customer escalations within agreed timelines.

• Conduct regular customer meetings and reviews to understand customer requirements and improve service delivery.

• Monitor service level agreements (SLAs) and ensure adherence across all customer-facing activities.

• Build and maintain long-term relationships with shipping lines, freight forwarders, importers, exporters, and logistics partners.

3. Gate Operations & Weighbridge Management

• Ensure smooth and efficient Gate and Weighbridge (WB) operations at the CFS.

• Monitor gate turnaround times and vehicle movement efficiency.

• Ensure accurate capture of container and cargo data through weighbridge systems.

• Coordinate with operations teams to avoid gate congestion and operational bottlenecks.

• Implement process controls to maintain operational safety, efficiency, and compliance.

4. Compliance & Customs Liaison

• Ensure compliance with Customs regulations/acts/notifications etc, CFS operating procedures, and statutory requirements.

• Act as a key interface with Customs authorities, government agencies, and regulatory bodies.

• Ensure timely movement of Long Standing (LS) containers as per customs guidelines and regulatory requirements (auction procedures)

• Monitor compliance-related documentation and reporting requirements.

• Audits, inspections, and regulatory reviews.

• Keep the organization updated on changing regulatory requirements impacting CFS operations.

5. M&R (Maintenance & Repair) Management

• Manage shipping line relationships for M&R activities.

• Ensure timely inspection, estimation, approval, repair, and release of containers.

• Monitor vendor and contractor performance related to M&R activities.

• Ensure compliance with liner specifications and quality standards.

• Optimize repair turnaround times while maintaining cost efficiency.

• Resolve M&R-related operational and commercial issues with shipping lines.

6. Billing, Revenue Assurance & System Accuracy

• Ensure accurate billing and invoicing of all services provided by the CFS.

• Monitor system transactions to ensure complete revenue capture.

• Minimize revenue leakages through proper controls and validations.

• Drive error-free data entry and transaction processing across the team.

• Coordinate with Finance, AR, and AP teams for billing accuracy and timely reconciliation.

7. Vendor & Contractor Management

• Manage vendor and contractor relationships to ensure uninterrupted service delivery.

• Monitor contractor performance against KPIs and contractual obligations.

• Ensure timely vendor payments as per agreed Turnaround Time (TAT).

• Oversee CLMS compliance and contractor workforce management.

• Resolve vendor-related operational issues proactively.

8. MIS & Reporting

• Ensure timely generation and submission of operational and management reports.

• Monitor key performance indicators and develop performance dashboards.

• Analyze business data to identify trends, risks, and improvement opportunities.

• Present performance reviews and process improvement initiatives to management.

• Ensure data accuracy and integrity across MIS systems.

9. Technology & TOS Management

• Coordinate with IT teams for TOS (Terminal Operating System) enhancements, issue resolution, and system optimization.

• Ensure smooth integration between operational, financial, and customer-facing systems.

• Identify automation opportunities to improve business efficiency.

• Drive digital adoption and process improvement initiatives.

10. Stakeholder Management

Internal Stakeholders

• Operations Team

• Finance (AR/AP)

• IT Team

• Commercial Team

• Compliance Team

• HR & Administration

External Stakeholders

• Customs Authorities

• Government Agencies

• Shipping Lines

• Freight Forwarders

• Importers & Exporters

• Vendors & Contractors

Responsibilities include:

• Conduct regular review meetings.

• Resolve operational and commercial challenges.

• Build strong strategic relationships.

• Ensure service excellence and business continuity.

11. Team Leadership & People Management

• Lead, mentor, and develop multifunctional teams.

• Establish performance goals and ensure achievement of departmental KPIs.

• Monitor productivity and manpower utilization.

• Conduct regular performance reviews and coaching sessions.

• Develop succession planning and talent development initiatives.

• Foster a high-performance and customer-centric culture.

Key Competencies

Functional Competencies

• CFS Operations Management

• Customs & Regulatory Compliance

• Documentation Management

• Customer Relationship Management

• Shipping Line Coordination

• Billing & Revenue Controls

• Vendor & Contractor Management

• MIS & Analytics

• Terminal Operating Systems (TOS)

• Audit & Risk Management

Behavioral Competencies

• Leadership & Team Management

• Stakeholder Management

• Problem Solving & Decision Making

• Customer Centricity

• Commercial Acumen

• Process Improvement

• Communication & Negotiation Skills

• Collaboration & Influencing

• Result Orientation

• Continuous Improvement Mindset