1. Business Delivery & Execution
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Own end-to-end operational delivery for the branch across all shipments and service lines
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Ensure adherence to customer commitments, SLAs, and agreed TATs
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Drive on-time performance, shipment visibility, and exception management
2. Operational Excellence & Efficiency
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Optimize cost per shipment/file through process discipline and productivity improvement
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Drive standardization and strict adherence to SOPs across all operations
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Identify and eliminate process inefficiencies, leakages, and rework
3. Customer Experience & Service Quality
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Partner closely with Customer Service to ensure proactive communication and issue resolution
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Ensure zero-defect execution and “first-time-right” operations
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Support retention through consistent and predictable service delivery
4. Team Leadership & Capability Building
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Lead, coach, and develop operations teams to drive high performance
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Build accountability and ownership culture within the branch
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Ensure resource optimization and workload balancing
5. Cross-functional Collaboration
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Work closely with Sales, Customer Service, and Pricing teams to ensure seamless execution
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Support business growth by enabling scalable and reliable operations
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Act as the operational anchor for all customer implementations and transitions
6. Governance, Compliance & Controls
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Ensure compliance with regulatory, statutory, and internal governance requirements
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Maintain high standards of documentation, audit readiness, and system accuracy
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Drive discipline in system usage (CRM/OTM or relevant platforms)
7. Performance Management & Reporting
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Track and report key operational KPIs (TAT, cost, productivity, service levels)
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Drive continuous improvement through data-led decision making
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Support BU Head with insights on performance, risks, and improvement opportunities
