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.