Deputy General Manager - Branch Operations - Freight Forwarding

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