Deputy General Manager - Branch Operations (Freight Forwarding)

Deputy General Manager - Branch Operations - Freight Forwarding JD –DGM – Branch Operations BASIC INFORMATION Position Name DGM – Branch Operations Job Band 4 ROLES & RESPONSIBILITIES Job Purpose/Objective To lead branch-level operations with full accountability for business delivery, operational efficiency, and customer service outcomes. The role is responsible for driving execution excellence, ensuring adherence to SOPs, optimizing cost and productivity, and enabling seamless collaboration with Customer Service and Commercial teams to deliver consistent, high-quality service. Key responsibilities 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 QUALIFICATIONS & COMPETENCIES Skills and Competencies Skills & Competencies: Strong understanding of freight forwarding operations (Air & Ocean) Proven experience in driving operational efficiency and cost control Customer-centric mindset with focus on service excellence and retention Strong leadership and team management capability Analytical mindset with ability to drive decisions through data Stakeholder management and cross-functional collaboration Ability to work in high-pressure, dynamic environments Stakeholder Internal: Commercial Team External: Customers / External Vendors Educational Qualification (min) Experience: Range / Min no of years - of overall Experience required 10–15 years of overall experience Min no of years of Industry specific experience required, if any & the industry type Minimum 6–8 years in logistics / freight forwarding operations Educational Qualification: Master’s in Business Administration or equivalent Experience Level Mid Level