DHL—Manager – OFR Operations

Job description

Description: ABOUT OCEAN FREIGHT OPERATIONS The Ocean Freight Operations team plays a pivotal role in managing all ocean-bound imports and exports, utilizing a diverse range of equipment and services. The team collaborates closely with a network of ocean carriers, Procurement & capacity management (PCM), and participating in major carrier alliances to secure planned space protection from key container ports globally. This meticulous coordination is essential for ensuring a reliable and efficient transportation process for ocean-bound cargo. JOB SUMMARY As the Manager of Ocean Freight Export/Import Operations, this role involves overseeing and improving operational activities related to Ocean Freight Export/Import. Your primary focus will be aligning with the business strategy, which includes developing and implementing strategic plans to optimize export/import operations. Additionally, you will be tasked with fostering a culture of operational excellence, optimizing resources, delivering an exceptional customer experience, and maximizing profitability—all while ensuring strict compliance with industry regulations. KEY RESPONSIBILITIES Operational Excellence - Ensure cost-effective, high-quality export ocean freight operations at DGF OFR Stations, including satellite locations. - Assist in procuring and managing cargo capacity effectively, overseeing all port operations. - Ensure operational compliance and error-free documentation. - Procure and manage cargo capacity cost-effectively, overseeing all port operations. - Ensure the smooth execution of export shipments in line with customer requirements, country regulations, and customs trade practices. - Ensure regulatory compliance pertaining to AMS, ACI, ISF, and FMC filing. - Implement CW1 Best Practices, including auto rating, auto costing, timely and accurate cost estimation, billing, ESI & E-Booking, milestone updating, CW1 tool utilization, file hygiene checks, timely file closure, and daily monitoring of station metrics report. - Increase customer satisfaction (both internal/external) with best-in-class services. - Achieve all set operational performance targets. - Proactively communicate and handle operational irregularities. - Efficiently manage customer complaints. - Identify and address possible gaps to eliminate revenue leakages. - Avoid claims and penalties due to service failures. - Release documents to customers as per agreed SOP/COP (Cash/Credit). - Oversee vendor payment process. - Conduct customer visits as and when required. - Ensure timely submission of management reports. - Support and encourage the BC specialization. - Oversee gateway operations. - Drive implementation of key initiatives. - Drive and implement the First-Choice initiative as assigned. - Taking charge of supervising the team members for all relevant operations, efficiency optimization, and upholding the standards outlined in the 1F1O (one file, one operator) methodology. Stakeholder Management - Manage customer relationships and address grievances. - Manage relationships with carriers, suppliers, and the network. - Interface with sales and customer service teams. Team Management - Develop a culture of quality, service excellence, flexibility, and cost consciousness. - Develop IKOs/KPIs with team members and monitor individual performance. - Check your Teams Station Metrics Widget, and ensure every file has an owner (1F1O). - Lead the entire export operations team at DGF West OFR Stations, including satellite locations. COMPETENCIES Functional Competencies - Product Knowledge: Thorough knowledge on the entire operational flow, from booking to documentation and customs clearance, ensuring efficient and timely movements. - Customer Service: Strong customer service skills to address inquiries, provide updates, and resolve issues related to shipments. - Technology Proficiency: Implementing CW1 and other tools for optimizing operations. - Customs Regulations Acumen: Understanding of customs procedures, tariff and international trade laws for industry regulations and standards. Behavioural Competencies - Agility: Ability to adapt quickly to changing operational needs and environments. - Continuous Learning: Willingness to learn and improve skills to enhance performance. - Attention to Detail: Consistently maintaining accuracy and precision in tasks. - Quality Orientation: Commitment to delivering high-quality results and services. - Leadership and Team Management: Directing teams towards goals and optimizing productivity by promoting accountability. - Initiative: Taking proactive steps to improve processes or address issues. - Strategic Planning: Developing and implementing strategic plans to achieve organizational objectives. WHO SHOULD APPLY? Must Have - 8-9 years of work experience in the shipping or logistics industry. - Bachelor’s degree in any field required. - Lead teams for operational excellence and a high-performance culture. - Effective written and verbal communication with teams, vendors, and stakeholders. - Promptly address operational challenges and make data-driven decisions. Preferred - Master’s Degree - Familiarity with Trade Laws & Regulations. - Knowledge of the Indian Export & Import Trade, Trade Lanes/Routes, Commodities, and Major Players. - Understanding of the Indian Shipping & Logistics Industry, including Ocean services to/from India, Operations, ICD/CFS setup in India, LCL Consolidation Market, and major players in these segments. Skills: ocean freight operations, export operations, import operations, customs regulations, team leadership, cw1, operational excellence, stakeholder management, regulatory compliance, vendor management, customer service, strategic planning, process optimization, performance management, incident management, file management, kpi development, data analysis, complaint resolution, export & import trade knowledge, icd/cfs setup, lcl consolidation, major ocean carrier networks