Manager - Operations

Ensure superior customer service through proactive communication, issue resolution, and service delivery excellence. Manage escalations from customers, overseas offices, internal stakeholders, and service providers. Build strong relationships with key customers and stakeholders to enhance customer retention and satisfaction. Monitor customer KPIs and implement improvement initiatives where necessary.

Lead, mentor, and develop the Air Freight Import Operations team across the West Region. Drive employee engagement, capability building, succession planning, and performance management initiatives. Foster a culture of accountability, collaboration, customer focus, and continuous improvement. Ensure adequate manpower planning and workforce optimization to support business growth.

Ensure adherence to all statutory, regulatory, customs, and company compliance requirements. Monitor operational risks and implement preventive and corrective measures. Prepare and review management reports, operational dashboards, productivity reports, and financial performance metrics. Support internal and external audits and ensure timely closure of audit observations. Drive governance and control measures to minimize operational, financial, and compliance risks.

Strong knowledge of both Air Freight Import and Export Operations.

Mandatory exposure to the West India (Mumbai) Air Freight market.

Proven leadership experience in managing high-performing operational teams.

Excellent stakeholder management, customer service, and communication skills.

Strong analytical and problem-solving abilities with a focus on operational excellence.

Working knowledge of customs regulations, airline processes, freight forwarding systems, and trade compliance requirements.

Ability to drive productivity, profitability, and service quality in a dynamic operational environment.

9–12 years of experience in Air Freight / Freight Forwarding Operations.

Minimum 3–5 years of experience in a Supervisory / Leadership role.

Mandatory exposure to Air Freight Operations within the West India region (Mumbai market).

Strong operational knowledge and hands-on experience in both Air Freight Import and Export Operations.

Exposure to managing end-to-end air freight operations, customer service, airline coordination, customs clearance, and vendor management.