JD -DGM - Branch Operations_
- BASIC INFORMATION
- Position Name
- DGM - Branch Operations
- Job Band
- 4
- ROLES & RESPONSIBILITIES
- Job Purpose/Objective
- To lead branch-level operations with full accountability for business delivery, operational efficiency, and customer service outcomes. The role is responsible for driving execution excellence, ensuring adherence to SOPs, optimizing cost and productivity, and enabling seamless collaboration with Customer Service and Commercial teams to deliver consistent, high-quality service.
- Key responsibilities
- 1. Business Delivery & Execution
- Own end-to-end operational delivery for the branch across all shipments and service lines
- Ensure adherence to customer commitments, SLAs, and agreed TATs
- Drive on-time performance, shipment visibility, and exception management

2. Operational Excellence & Efficiency
- Optimize cost per shipment/file through process discipline and productivity improvement
- Drive standardization and strict adherence to SOPs across all operations
- Identify and eliminate process inefficiencies, leakages,



and rework

3. Customer Experience & Service Quality
- Partner closely with Customer Service to ensure proactive communication and issue resolution
- Ensure zero-defect execution and “first-time-right” operations
- Support retention through consistent and predictable service delivery

4. Team Leadership & Capability Building
- Lead, coach, and develop operations teams to drive high performance
- Build accountability and ownership culture within the branch
- Ensure resource optimization and workload balancing

5. Cross-functional Collaboration
- Work closely with Sales, Customer Service, and Pricing teams to ensure seamless execution
- Support business growth by enabling scalable and reliable operations
- Act as the operational anchor for all customer implementations and transitions

6. Governance, Compliance & Controls
- Ensure compliance with regulatory, statutory, and internal governance requ

📌 Deputy General Manager (Mumbai)
🏢 DP World
📍 Mumbai