DP World—Senior Manager - Documentation - Container Freight Station - Mundra

Job description

Description: 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