About this role
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