Senior Manager Operations - Freight Forwarding

About the role

The Senior Manager Operations leads and manages Freight Forwarding Operations across Pakistan, ensuring seamless execution of business, operational excellence and consistently high customer service levels. The role involves building strong relationships with carriers, network offices and customers, and leading the operations team while reporting to management.

Key responsibilities

• Lead and manage the operations team, set clear objectives and KPIs, and coach and motivate the team toward a high-performing, customer-focused culture.
• Build and maintain strong relationships with ocean carriers, shipping lines and network offices, and act as a senior point of contact for operational matters.
• Ensure competitive carrier solutions, adequate capacity, reliable service and effective operational support for customers.
• Monitor operational performance, implement corrective actions, and take ownership of productivity, workflow management and continuous improvement.
• Work closely with Sales, Finance and other internal stakeholders to ensure end-to-end execution of customer business.
• Assess customer needs, market developments, carrier performance and competitor activity to identify service improvements.
• Ensure compliance with DP World Logistics policies, procedures, security requirements, SOPs and regulatory requirements, and provide timely operational reports, KPI updates and performance analysis to management.
• Set up controls throughout the shipment lifecycle to minimize operational, financial, compliance and security risks.

Required profile

• Graduate in any field (MBA preferred); PIFFA diploma recommended.
• Mandatory minimum of 7 years of recent, relevant experience in Freight Forwarding Operations and Customer Service.
• Proven experience managing end-to-end freight forwarding operations, customer relationships, carriers and network offices, and leading teams in a fast-paced environment.
• Fluent spoken and written English; knowledge of additional languages is an advantage.

Required skills

• Strong working knowledge of freight forwarding operations, carrier management and industry best practices.
• Negotiation and influencing skills with carriers, customers and network offices.
• Proficiency in MS Office, especially Outlook, Word, Excel and PowerPoint.
• Problem-solving, decision-making, organizational and prioritization skills.