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

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