About this role
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 strong 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