Deputy General Manager - Branch Operations - Freight Forwarding

1. Business Delivery & Execution

Own end-to-end operational delivery for the branch across all shipments and service lines  

Ensure adherence to customer commitments, SLAs, and agreed TATs  

Drive on-time performance, shipment visibility, and exception management  

2. Operational Excellence & Efficiency

Optimize cost per shipment/file through process discipline and productivity improvement  

Drive standardization and strict adherence to SOPs across all operations  

Identify and eliminate process inefficiencies, leakages, and rework  

3. Customer Experience & Service Quality

Partner closely with Customer Service to ensure proactive communication and issue resolution  

Ensure zero-defect execution and “first-time-right” operations  

Support retention through consistent and predictable service delivery  

4. Team Leadership & Capability Building

Lead, coach, and develop operations teams to drive high performance  

Build accountability and ownership culture within the branch  

Ensure resource optimization and workload balancing  

5. Cross-functional Collaboration

Work closely with Sales, Customer Service, and Pricing teams to ensure seamless execution  

Support business growth by enabling scalable and reliable operations  

Act as the operational anchor for all customer implementations and transitions  

6. Governance, Compliance & Controls

Ensure compliance with regulatory, statutory, and internal governance requirements  

Maintain high standards of documentation, audit readiness, and system accuracy  

Drive discipline in system usage (CRM/OTM or relevant platforms)  

7. Performance Management & Reporting

Track and report key operational KPIs (TAT, cost, productivity, service levels)  

Drive continuous improvement through data-led decision making  

Support BU Head with insights on performance, risks, and improvement opportunities