Manager - Operations

Oversee the overall management and daily operations of the Air Freight Import Department for the West Region. Serve as the primary escalation point for shipment supervision, operational issues, exceptions, and high-value shipments. Ensure strict implementation of Standard Operating Procedures (SOPs), regional policies, and operational directives. Establish Tier 4 escalation controls for exempted, restricted, or sensitive commodities and ensure corrective actions are implemented. Drive operational efficiency, service quality, productivity, and profitability through continuous process improvement initiatives. Manage departmental resources effectively to maximize operational output and customer satisfaction. Monitor shipment lifecycle management and ensure adherence to customer commitments and internal SLAs. Review operational performance metrics and implement action plans to improve turnaround times and service levels.

Conduct final reviews and sign-offs on all Accounts Payable (AP) invoices post validation by Tier 1 and Tier 3 teams. Perform final reviews and sign-offs on Original Airway Bills (AWB), Accounts Receivable (AR) invoices, and related operational documentation. Verify document completeness and authorize shipment file closures submitted by Tier 1 and Tier 3 teams before final closure. Conduct regular job report analysis to identify, reduce, and eliminate loss-making shipments. Ensure compliance with customs regulations, airline requirements, trade compliance standards, and company policies. Maintain high standards of documentation accuracy and process adherence.

Develop and maintain strong working relationships with airlines, co-loaders, customs brokers, transport vendors, and service providers. Negotiate operational arrangements and support procurement initiatives to improve service quality and cost efficiencies. Collaborate with commercial and customer service teams to ensure customer commitments are met. Support business development initiatives by providing operational insights and solutions for new and existing customers. Drive vendor performance reviews and corrective action plans where required.

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.