Senior Manager Operations

Position Title: Senior Manager Operations - Freight ForwardingJob Location: KarachiWhat will you do?The position holder will be responsible for leading and managing Freight Forwarding Operations across Pakistan, ensuring seamless execution of business, operational excellence, and consistently high customer service levels. The incumbent will be responsible for building and maintaining strong professional relationships with carriers, network offices, and customers, ensuring reliable service delivery, effective issue resolution, and high levels of customer satisfaction. The role will require continuous assessment of customer needs, operational performance, and market developments to identify opportunities to enhance service offerings, improve operational efficiency, strengthen customer relationships, and maintain a competitive edge.Lead and manage the Freight Forwarding Operations team to ensure seamless execution of existing and new business. Build and maintain strong relationships with ocean carriers, shipping lines, and network offices. Ensure competitive carrier solutions, adequate capacity, reliable service, and effective operational support for customers. Maintain close relationships with key customers and network offices as a senior point of contact for operational matters. Proactively understand customer requirements, address concerns, resolve operational issues, and ensure a consistently high level of customer satisfaction. Monitor operational performance and implement corrective actions to improve service quality, efficiency, and customer experience. Work closely with Sales, Finance, and other internal stakeholders to ensure smooth end-to-end execution of customer business. Continuously assess customer needs, market developments, carrier performance, and competitor activities to identify opportunities for service improvement. Develop and implement initiatives to enhance service quality, operational efficiency, customer retention, and profitability. Ensure effective communication and coordination between customers, carriers, network offices, and internal teams. Lead, coach, develop, and motivate the Operations team to establish a high-performing and customer-focused culture. Set clear objectives and KPIs for the Operations team and monitor performance against agreed targets. Take ownership of operational productivity, workflow management, and continuous improvement initiatives. Ensure compliance with DP World Logistics policies, procedures, security requirements, SOPs, and applicable regulatory requirements. Provide timely and accurate operational reports, KPI updates, performance analysis, and business insights to management. Ensure all Operations activities comply with applicable company policies, procedures, SOPs, and regulatory requirements. Ensure proper controls are in place throughout the shipment lifecycle to minimize operational, financial, compliance, and security risks. What will you bring (Qualification, Skills & Experience)Graduate in any field (preferred MBA).PIFFA diploma would be recommended.Freight Forwarding experience is mandatory. Minimum 07 years of relevant and recent experience in Freight Forwarding Operations and Customer Service.Proven experience in managing end-to-end freight forwarding operations, customer relationships, carriers, and network offices. Demonstrated experience in leading teams and delivering high service standards in a fast-paced freight forwarding environment.Lead the operations team from the front. Ability to work effectively under pressure, manage multiple priorities, and maintain high standards of operational accuracy and service delivery. Strong and demonstrated working knowledge of the Freight Forwarding industry, including operational processes, customer requirements, carrier management, and industry best practices. Strong negotiation and influencing skills, with the ability to negotiate effectively with carriers, customers, and network offices.Strong execution and follow-through capabilities, with the ability to ensure that customers and network offices get things right the first time through effective questioning, analysis, planning, coordination, and follow-up. Strong organizational and prioritization skills, with the ability to manage multiple operational priorities and meet competing deadlines effectively. Strong problem-solving and decision-making skills, with the ability to identify operational challenges, assess alternatives, and implement timely and effective solutions. Excellent communication and interpersonal skills, with the ability to communicate effectively and professionally with customers, carriers, network offices, internal stakeholders, and management. Strong customer-service orientation, with the ability to build trust, manage expectations, resolve concerns, and maintain strong customer relationships. Computer literate, with proficiency in MS Office applications, particularly Outlook, Word, Excel, and PowerPoint. Fluent in spoken and written English, with the ability to communicate clearly and professionally. Knowledge of additional languages would be an advantage but is not mandatory.