Key Responsibilities

1. Documentation & Process Management

Oversee end-to-end documentation processes related to import, export, empty containers, and CFS operations.
Ensure timely and accurate processing of operational and commercial documentation.
Monitor documentation workflows to eliminate delays and improve turnaround times.
Ensure accurate system entries and operational reporting.
Maintain complete documentation records in compliance with customs regulations and company policies.
Drive continuous improvement in documentation processes through automation and standardization.

2. Customer Service Management

Lead and manage the Customer Service team to deliver exceptional customer experience.
Ensure achievement of Customer Satisfaction (CSAT) targets and service excellence standards.
Address and resolve customer escalations within agreed timelines.
Conduct regular customer meetings and reviews to understand customer requirements and improve service delivery.
Monitor service level agreements (SLAs) and ensure adherence across all customer-facing activities.
Build and maintain long-term relationships with shipping lines, freight forwarders, importers, exporters, and logistics partners.

3. Gate Operations & Weighbridge Management

Ensure smooth and efficient Gate and Weighbridge (WB) operations at the CFS.
Monitor gate turnaround times and vehicle movement efficiency.
Ensure accurate capture of container and cargo data through weighbridge systems.
Coordinate with operations teams to avoid gate congestion and operational bottlenecks.
Implement process controls to maintain operational safety, efficiency, and compliance.

4. Compliance & Customs Liaison

Ensure compliance with Customs regulations/acts/notifications etc, CFS operating procedures, and statutory requirements.
Act as a key interface with Customs authorities, government agencies, and regulatory bodies.
Ensure timely movement of Long Standing (LS) containers as per customs guidelines and regulatory requirements (auction procedures)
Monitor compliance-related documentation and reporting requirements.
Audits, inspections, and regulatory reviews.
Keep the organization updated on changing regulatory requirements impacting CFS operations.

5. M&R (Maintenance & Repair) Management

Manage shipping line relationships for M&R activities.
Ensure timely inspection, estimation, approval, repair, and release of containers.
Monitor vendor and contractor performance related to M&R activities.
Ensure compliance with liner specifications and quality standards.
Optimize repair turnaround times while maintaining cost efficiency.
Resolve M&R-related operational and commercial issues with shipping lines.

6. Billing, Revenue Assurance & System Accuracy

Ensure accurate billing and invoicing of all services provided by the CFS.
Monitor system transactions to ensure complete revenue capture.
Minimize revenue leakages through proper controls and validations.
Drive error-free data entry and transaction processing across the team.
Coordinate with Finance, AR, and AP teams for billing accuracy and timely reconciliation.

7. Vendor & Contractor Management

Manage vendor and contractor relationships to ensure uninterrupted service delivery.
Monitor contractor performance against KPIs and contractual obligations.
Ensure timely vendor payments as per agreed Turnaround Time (TAT).
Oversee CLMS compliance and contractor workforce management.
Resolve vendor-related operational issues proactively.

8. MIS & Reporting

9. Technology & TOS Management

Coordinate with IT teams for TOS (Terminal Operating System) enhancements, issue resolution, and system optimization.
Ensure smooth integration between operational, financial, and customer-facing systems.
Identify automation opportunities to improve business efficiency.
Drive digital adoption and process improvement initiatives.

10. Stakeholder Management

Internal Stakeholders

External Stakeholders

Responsibilities include:

11. Team Leadership & People Management

Key Competencies

Functional Competencies

Behavioral Competencies

Senior Manager - Documentation - Container Freight Station - Mundra