DP World—Senior Manager - Branch Operations - Freight Forwarding

Job description

Description: 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.