Senior Operations Manager

5 days ago

Karachi, Sindh, Pakistan DP World Full time 1,200,000 - 3,600,000 per year

JOB TITLE:
Senior Manager Operations

Job Location:
Karachi, Pakistan

Job Purpose:

Responsible for overseeing and optimizing the end-to-end air and ocean freight operations to ensure timely, cost-effective, and compliant service delivery. This role plays a key leadership position, working cross-functionally with the Operations and Sales Team to enhance operational efficiency, drive customer satisfaction, and support business growth objectives.

Job Description:

  • Meeting and exceeding agreed KPIs & SLA with customers and other stakeholders.
  • Manage vendor relationships including carriers, airlines, ocean liners, and ground transport providers.
  • Collaborate with stakeholders (internal & external) to understand customer expectations and translate that knowledge into process improvements / changes to improve operational efficiency & customer experience.
  • Act as a liaison between sales team, operations team, and network offices, ensuring smooth communication and coordination.
  • Provide operational insights to support product pricing strategy based on key market insights
  • Handle key customer accounts from an operational standpoint and manage escalations.
  • Conduct regular customer connect to understand their concerns / challenges and take appropriate corrective measures for addressing them and ensuring retention.
  • Foster a high-performance, customer-focused culture across teams.
  • Ensure periodic reporting to management with key business highlights.
  • Identify process inefficiencies and implement improvements to enhance productivity.
  • Monitor departmental budgets and ensure effective utilization of resources as well as periodic budget reporting.

Qualification & Requirements:

  • Graduate preferably Masters in Supply Chain or Business.
  • 7-10 years relevant experience.
  • Experience in managing service delivery team in an international supply chain management & freight forwarding set up on a leading position.
  • Thorough knowledge of Ocean Freight & Air Freight operations
  • Excellent understanding of principles of Freight Forwarding & Shipping
  • Strong customer service mindset with ability to connect with customers and go an extra mile in resolving their issues / concerns.
  • Excellent communication and presentation skills.
  • Project management experience and process mindset.
  • Strong business acumen and industry knowledge.
  • Leadership and coaching skills.
  • Strong Analytical & Problem-Solving skills
  • Result and solution-oriented mindset.

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