Senior Specialist - Multi Modal Solutions - Global Service Centre

About DP World Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world’s trade flow better, changing what’s possible for the customers and communities we serve globally. With a dedicated, diverse and professional team of more than 111,000 employees from 159 nationalities, spanning 77 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that’s fit for the future. We’re rapidly transforming and integrating our businesses -- Ports and Terminals, Marine Services, Logistics and Technology – and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades. What's more, we're reshaping the future by investing in innovation. From intelligent delivery systems to automated warehouse stacking, we’re at the cutting edge of disruptive technology, pushing the sector towards better ways to trade, minimizing disruptions from the factory floor to the customer’s door.
About DP World Global Service Centre DP World’s Global Service Centre (GSCs) are key enablers of growth delivering standardization, process excellence and expertise, and automation in areas of Finance, Freight Forwarding, Marine Services, Engineering and Human Resources, helping accelerate DP World’s growth and business transformation. As we experience exponential growth, there has never been a more exciting time to join us. Discover your next role here and change what's possible for everyone! As an equal employer that recognizes and values diversity and an inclusive culture, we empower and up-skill our people with opportunities to perform at their best. Join us and be part of an amazing team that is transforming the future of world trade.
Role Purpose The Specialist/Senior Specialist – Operations acts as a Subject Matter Expert (SME) responsible for supporting end-to-end execution, governance and continuous improvement across backoffice and transactional processes - order management, documentation, billing and accessorials - for the Trailers & Intermodal business within Multi Modal Solutions. The role will drive operational excellence by ensuring process compliance, internal stakeholder management, escalation handling, KPI/SLA achievement, process standardization and capability development across the Global Service Centre. The incumbent will work closely with the onshore Control Tower, Billing, Finance and leadership teams to ensure efficient and standardized delivery of backoffice Operations services. This is a non-customer facing role with no direct carrier or customer contact.
Designation : Senior Specialist Base Location: Ghansoli, Navi Mumbai Reporting To: Assistant Manager / Manager – Operations (Multi Modal Solutions)
Key Role Responsibilities  Support end-to-end execution of order-to-cash / booking-to-invoice backoffice activities.  Monitor backoffice operational performance against agreed KPIs and SLAs, including invoice accuracy, processing cycle time and exception aging.  Review high-value and complex transactions, exceptions and data quality issues for accuracy and compliance.  Manage internal escalations related to billing discrepancies, data mismatches and processing delays, and drive timely resolution.  Coordinate with the onshore Control Tower, Billing, Finance and Customer Service teams (internal stakeholders only) to resolve process and data gaps.  Provide guidance and support to team members on complex transactions and process exceptions.  Review equipment record management, detention/demurrage accessorial calculations, empty repositioning and interchange transaction processing.  Ensure compliance with established SOPs, governance frameworks, data privacy and operational controls.  Support process transitions, knowledge transfer and stabilization activities for new Operations scope migrating to the GSC.
 Conduct root cause analysis on recurring data and billing exceptions and recommend corrective and preventive actions.  Participate in automation, digitization and process improvement initiatives (RPA, EDI enhancements, TMS/billing system upgrades).  Support preparation and review of operational reports, dashboards and management presentations.  Deliver process training, refresher sessions and knowledge-sharing activities.  Maintain process documentation, SOPs and knowledge repositories.  Support internal and external audit requirements and ensure audit readiness for backoffice transactions.  Drive a culture of operational excellence, process discipline and continuous improvement within a non- customer-facing environment.
Skills & Competencies  Prior experience in Trucking, Intermodal/Drayage, Trailer Operations backoffice Transportation/Logistics transactional support or shared services.  6–8 years direct experience in transportation/logistics backoffice operations, billing, order management or transactional support functions, ideally within a GSC/shared services environment.  Experience in intermodal rail operations and/or chassis/container administration will be an added advantage.  Strong knowledge of order/load management, documentation, billing/invoicing and accessorial processes.  Understanding of equipment record management, detention/demurrage, empty repositioning, interchange and freight audit & pay processes.  Experience managing internal escalations and cross-functional stakeholder coordination (non- customer-facing).  Strong analytical, decision-making and problem-solving capabilities.  Excellent written communication and internal stakeholder management skills.  Experience working with TMS, billing/ERP platforms, EDI transactions and reporting/BI tools.  Advanced knowledge of Microsoft Office applications, particularly Excel.  Ability to coach, mentor and support junior team members.  Ability to work independently and manage multiple priorities within a high-volume transactional environment.  Flexible to work in rotational shifts as per business requirements, including night shifts, to align with US/global business hours.
Education & Qualifications  Bachelor's Degree in any discipline.  Professional certifications in Transportation, Logistics, Supply Chain, Finance/Accounting, Lean, Six Sigma or Process Excellence will be an added advantage