Manager - Operations - Freight Forwarding

Operational Management 

• Manage end-to-end freight forwarding operations across import and export shipments.
• Ensure timely execution of shipments from booking and documentation through customs clearance and final delivery.
• Monitor shipment milestones and proactively resolve operational bottlenecks and exceptions.
• Ensure adherence to customer SOPs, SLAs and internal operational processes.
• Review daily operational performance and ensure timely closure of pending activities.

Customer Management

• Ensure timely communication and resolution of customer queries and operational issues.
• Manage operational escalations and coordinate corrective actions with relevant stakeholders.
• Participate in customer reviews and ensure delivery against agreed service commitments.
• Maintain strong customer relationships through consistent and reliable service delivery.

Operational & Cost Control

• Monitor operational costs and identify opportunities to improve productivity and efficiency.
• Ensure timely job closure, documentation and billing coordination.
• Monitor resource utilization and minimize operational delays, errors and avoidable costs.
• Support initiatives aimed at improving branch profitability and operational performance.

Vendor & Stakeholder Management

• Coordinate with shipping lines, airlines, transporters, CHA/customs partners, warehouses and other service providers.
• Monitor vendor performance and ensure adherence to agreed service standards.
• Resolve service issues with vendors and escalate recurring concerns where required.
• Maintain effective working relationships with key operational stakeholders.

Compliance & Process Management

• Ensure compliance with company policies, customer SOPs and applicable statutory and regulatory requirements.
• Ensure accurate and timely documentation across shipment processes.
• Identify process gaps and implement corrective and preventive actions.
• Drive standardization and continuous improvement of operational processes.

Cross-functional Coordination

• Work closely with Sales, Customer Service, Finance, Customs, Transport, Warehousing and overseas offices.
• Provide operational support for new customer onboarding and account implementation.
• Ensure smooth handover of new business into operations.
• Support Sales with operational inputs, feasibility assessments and service solutions.