Key Responsibilities

1. Documentation & Process Management

- Oversee end-to-end documentation processes related to import, export, empty containers, and CFS operations.

- Ensure timely and accurate processing of operational and commercial documentation.

- Monitor documentation workflows to eliminate delays and improve turnaround times.

- Ensure accurate system entries and operational reporting.

- Maintain complete documentation records in compliance with customs regulations and company policies.

- Drive continuous improvement in documentation processes through automation and standardization.

2. Customer Service Management

- Lead and manage the Customer Service team to deliver exceptional customer experience.

- Ensure achievement of Customer Satisfaction (CSAT) targets and service excellence standards.

- Address and resolve customer escalations within agreed timelines.

- Conduct regular customer meetings and reviews to understand customer requirements and improve service delivery.

- Monitor service level agreements (SLAs) and ensure adherence across all customer-facing activities.

- Build and maintain long-term relationships with shipping lines, freight forwarders, importers, exporters, and logistics partners.

3. Gate Operations & Weighbridge Management

- Ensure smooth and efficient Gate and Weighbridge (WB) operations at the CFS.

- Monitor gate turnaround times and vehicle movement efficiency.

- Ensure accurate capture of container and cargo data through weighbridge systems.

- Coordinate with operations teams to avoid gate congestion and operational bottlenecks.

- Implement process controls to maintain operational safety, efficiency, and compliance.

4. Compliance & Customs Liaison

- Ensure compliance with Customs regulations/acts/notifications etc, CFS operating procedures, and statutory requirements.

- Act as a key interface with Customs authorities, government agencies, and regulatory bodies.

- Ensure timely movement of Long Standing (LS) containers as per customs guidelines and regulatory requirements (auction procedures)

- Monitor compliance-related documentation and reporting requirements.

- Audits,



inspections, and regulatory reviews.

- Keep the organization updated on changing regulatory requirements impacting CFS operations.

5. M&R; (Maintenance & Repair) Management

- Manage shipping line relationships for M&R; activities.

- Ensure timely inspection, estimation, approval, repair, and release of containers.

- Monitor vendor and contractor performance related to M&R; activities.

- Ensure compliance with liner specifications and quality standards.

- Optimize repair turnaround times while maintaining cost efficiency.

- Resolve M&R-related; operational and commercial issues with shipping lines.

6. Billing, Revenue Assurance & System Accuracy

- Ensure accurate billing and invoicing of all services provided by the CFS.

- Monitor system transactions to ensure complete revenue capture.

- Minimize revenue leakages through proper controls and validations.

- Drive error-free data entry and transaction processing across the team.

- Coordinate with Finance, AR, and AP teams for billing accuracy and timely reconciliation.

7. Vendor & Contractor Management

- Manage vendor and contractor relationships to ensure uninterrupted service delivery.

- Monitor contractor performance against KPIs and contractual obligations.

- Ensure timely vendor payments as per agreed Turnaround Time (TAT).

- Oversee CLMS compliance and contractor workforce management.

- Resolve vendor-related operational issues proactively.

8. MIS & Reporting

- Ensure timely generation and submission of operational and management reports.

- Monitor key performance indicators and develop performance dashboards.

- Analyze business data to identify trends, risks, and improvement opportunities.





- Present performance reviews and process improvement initiatives to management.

- Ensure data accuracy and integrity across MIS systems.

9. Technology & TOS Management

- Coordinate with IT teams for TOS (Terminal Operating System) enhancements, issue resolution, and system optimization.

- Ensure smooth integration between operational, financial, and customer-facing systems.

- Identify automation opportunities to improve business efficiency.

- Drive digital adoption and process improvement initiatives.

10. Stakeholder Management

Internal Stakeholders

- Operations Team

- Finance (AR/AP)

- IT Team

- Commercial Team

- Compliance Team

- HR & Administration

External Stakeholders

- Customs Authorities

- Government Agencies

- Shipping Lines

- Freight Forwarders

- Importers & Exporters

- Vendors & Contractors

Responsibilities include:

- Conduct regular review meetings.

- Resolve operational and commercial challenges.

- Build solid strategic relationships.

- Ensure service excellence and business continuity.

11. Team Leadership & People Management

- Lead, mentor, and develop multifunctional teams.

- Establish performance goals and ensure achievement of departmental KPIs.

- Monitor productivity and manpower utilization.

- Conduct regular performance reviews and coaching sessions.

- Develop succession planning and talent development initiatives.

- Foster a high-performance and customer-centric culture.

Key Competencies

Functional Competencies

- CFS Operations Management

- Customs & Regulatory Compliance

- Documentation Management

- Customer Relationship Management

- Shipping Line Coordination

- Billing & Revenue Controls

- Vendor & Contractor Management

- MIS & Analytics

- Terminal Operating Systems (TOS)

- Audit & Risk Management

Behavioral Competencies

- Leadership & Team Management

- Stakeholder Management

- Problem Solving & Decision Making

- Customer Centricity

- Commercial Acumen

- Process Improvement

- Communication & Negotiation Skills

- Collaboration & Influencing

- Result Orientation

- Continuous Improvement Mindset

📌 Senior Manager - Documentation - Container Freight Station - Mundra
🏢 DP World
📍 Mundra