Senior Manager - Forwarding Operations - Global Service Centre

About DP World 

Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world’s trade flow better, changing what’s possible for the customers and communities we serve globally.  With a dedicated, diverse and professional team of more than 111,000 employees from 159 nationalities, spanning 77 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that’s fit for the future. We’re rapidly transforming and integrating our businesses -- Ports and Terminals, Marine Services, Logistics and Technology – and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades.

What's more, we're reshaping the future by investing in innovation. From intelligent delivery systems to automated warehouse stacking, we’re at the cutting edge of disruptive technology, pushing the sector towards better ways to trade, minimizing disruptions from the factory floor to the customer’s door. 

About DP World Global Service Centre

DP World’s Global Service Centre (GSCs) are key enablers of growth delivering standardization, process excellence and expertise, and automation in areas of Finance, Freight Forwarding, Marine Services, Engineering and Human Resources, helping accelerate DP World’s growth and business transformation. As we experience exponential growth, there has never been a more exciting time to join us. Discover your next role here and change what's possible for everyone! As an equal employer that recognizes and values diversity and an inclusive culture, we empower and up-skill our people with opportunities to perform at their best. Join us and be part of an amazing team that is transforming the future of world trade.

Job Purpose

We are seeking a seasoned and forward-thinking Senior Manager to lead end-to-end Freight Forwarding Operations (Export & Import) across Ocean and Air freight within a Global Shared Service Centre (GSSC) environment. This is a high-impact leadership role that goes beyond operational oversight — it demands a strong transformation mindset, the ability to drive digital automation initiatives, lead complex change management programs, and continuously elevate service quality, process efficiency, and people capability at scale.

The ideal candidate is a strategic operator who thrives at the intersection of operational excellence, technology adoption, and people leadership — someone who can simultaneously run a complex, multi-geography operation while architecting its future state.

Designation: Senior Manager – Freight Forwarding Operations (Ocean & Air) | Global Shared Service

Base Location: Navi Mumbai

Key Role Responsibilities:

Customer Excellence & Operational Leadership

• Own end-to-end execution of Export/Import operations for Ocean and Air freight, including customer service, transactional operations, documentation, and compliance, ensuring zero-defect delivery standards.

• Serve as the escalation anchor for complex operational issues, driving root cause analysis and ensuring robust corrective and preventive action (CAPA) frameworks are in place.

• Partner with internal and external stakeholders — carriers, customs authorities, clients, and cross-functional teams — to proactively resolve shipment issues and ensure on-time delivery performance.

• Build and sustain a culture of exceptional customer service, maintaining strong SLAs and fostering long-term client relationships.

• Ensure full compliance with international trade regulations, customs requirements, and internal quality standards across all jurisdictions.

   

  Transformation & Digital Automation

• Champion a continuous improvement and transformation mindset across all operational layers, leading the identification and implementation of process re-engineering opportunities.

• Drive the design and deployment of digital automation solutions — including RPA (Robotic Process Automation), workflow automation tools, AI-assisted document processing, and TMS/WMS integrations — to reduce manual effort, eliminate errors, and improve throughput.

• Collaborate with IT, Digital, and Process Excellence teams to define automation roadmaps, prioritize use cases based on business impact, and ensure successful go-live and adoption.

• Lead data-driven decision-making by leveraging operational analytics, dashboarding tools, and KPI reporting to identify inefficiencies and drive performance improvements.

• Stay current with emerging logistics technology trends (e.g., GenAI in operations, predictive visibility platforms, e-customs solutions) and proactively evaluate applicability to the business.

   

  Change Management

• Design and execute structured change management plans for operational transformations, migrations, system upgrades, and process shifts — ensuring minimal disruption and high adoption rates.

• Lead stakeholder communication strategies, ensuring teams at all levels understand the "why" behind change and are equipped to embrace new ways of working.

• Develop and deliver training programs, playbooks, and communication frameworks to support transition readiness and sustainable change embedment.

• Act as a change champion within the GSSC, fostering an agile, growth-oriented culture that embraces innovation and continuous learning.

   

  People & Team Management

• Lead, mentor, and develop a high-performing operations team, driving a culture of accountability, collaboration, and excellence.

• Manage full people lifecycle responsibilities including workforce planning, hiring, onboarding, performance management, talent development, and succession planning.

• Define and enforce clear performance expectations, quality standards, and behavioral norms aligned with organizational values.

• Motivate and energize the team through periods of change and ambiguity, maintaining morale and engagement during high-pressure operational cycles.

• Support cross-training and multi-skilling initiatives to build operational resilience and flexibility across shifts and geographies.

Governance, Reporting & Strategic Contribution

• Own operational KPIs (volume, quality, turnaround time, cost per transaction, error rates, automation coverage) and present actionable insights to senior leadership on a regular cadence.

• Develop and manage governance frameworks to ensure process adherence, audit readiness, and risk mitigation across the GSSC.

• Contribute to the strategic roadmap for the GSSC, providing operational perspective and transformation input to global and regional leadership.

• Lead or actively support migrations, transitions, and onboarding of new business scope into the GSSC environment, ensuring seamless knowledge transfer and stabilization.

Skills & Competencies: 

• Exceptional written and verbal communication in English; ability to influence and present across all organizational levels.

• Strong analytical mindset with proficiency in data analysis, reporting tools, and logistics management platforms (TMS, CargoWise, SAP, or equivalent).

• Demonstrated experience in digital transformation — including automation tools (UiPath, Blue Prism, Power Automate) or intelligent document processing platforms.

• Proven change management capabilities — structured approach to leading people and processes through transformation.

• Strategic thinking paired with executional rigor; ability to zoom in and out across operational detail and big-picture vision.

• High emotional intelligence; ability to build trust, navigate conflict, and lead diverse, geographically dispersed teams.

• Willingness to work in shifts as per roster, including night shifts, to support global operations coverage.

Experience Requirements

• Minimum 15-20 years of progressive experience in the Shipping, Logistics, or Freight Forwarding industry, with at least 5 years in a mid leadership capacity.

• Deep expertise in both Ocean and Air freight (Export/Import), including documentation, compliance, and carrier management.

• Hands-on experience within a Global Shared Service Centre (GSSC) or Captive Operations environment is essential.

• Demonstrated track record in leading operational migrations and transitions, including knowledge transfer, stabilization, and continuous improvement post-transition.

• Proven experience driving digital automation or process transformation initiatives in a logistics/operations context.

• Exposure to multi-country operations and cross-cultural team management is strongly preferred.

Education & Qualifications: 

• Bachelor's degree required; professional certification in Supply Chain, Logistics, or Operations Management preferred.

• Certifications in Lean, Six Sigma (Green/Black Belt), or Change Management (Prosci/CCMP) are a strong advantage.

   

DP World is committed to the principles of Equal Employment Opportunity (EEO). We strongly believe that employing a diverse workforce is central to our success and we make recruiting decisions based on your experience and skills. We welcome applications from all members of society irrespective of age, gender, disability, race, religion or belief.