Senior Manager - Branch Operations - Freight Forwarding

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. .