Senior Manager - Documentation - Container Freight Station

About The Role

Key Responsibilities

Documentation & Process Management

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Oversee end-to-end documentation processes related to import, export, empty containers, and CFS operations.
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Ensure timely and accurate processing of operational and commercial documentation.
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Monitor documentation workflows to eliminate delays and improve turnaround times.
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Ensure accurate system entries and operational reporting.
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Maintain complete documentation records in compliance with customs regulations and company policies.
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Drive continuous improvement in documentation processes through automation and standardization.

Customer Service Management

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Lead and manage the Customer Service team to deliver exceptional customer experience.
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Ensure achievement of Customer Satisfaction (CSAT) targets and service excellence standards.
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Address and resolve customer escalations within agreed timelines.
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Conduct regular customer meetings and reviews to understand customer requirements and improve service delivery.
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Monitor service level agreements (SLAs) and ensure adherence across all customer-facing activities.
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Build and maintain long-term relationships with shipping lines, freight forwarders, importers, exporters, and logistics partners.

Gate Operations & Weighbridge Management

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Ensure smooth and efficient Gate and Weighbridge (WB) operations at the CFS.
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Monitor gate turnaround times and vehicle movement efficiency.
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Ensure accurate capture of container and cargo data through weighbridge systems.
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Coordinate with operations teams to avoid gate congestion and operational bottlenecks.
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Implement process controls to maintain operational safety, efficiency, and compliance.

Compliance & Customs Liaison

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Ensure compliance with Customs regulations/acts/notifications etc, CFS operating procedures, and statutory requirements.
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Act as a key interface with Customs authorities, government agencies, and regulatory bodies.
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Ensure timely movement of Long Standing (LS) containers as per customs guidelines and regulatory requirements (auction procedures)
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Monitor compliance-related documentation and reporting requirements.
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Audits, inspections, and regulatory reviews.
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Keep the organization updated on changing regulatory requirements impacting CFS operations.

M&R (Maintenance & Repair) Management

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Manage shipping line relationships for M&R activities.
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Ensure timely inspection, estimation, approval, repair, and release of containers.
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Monitor vendor and contractor performance related to M&R activities.
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Ensure compliance with liner specifications and quality standards.
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Optimize repair turnaround times while maintaining cost efficiency.
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Resolve M&R-related operational and commercial issues with shipping lines.

Billing, Revenue Assurance & System Accuracy

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Ensure accurate billing and invoicing of all services provided by the CFS.
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Monitor system transactions to ensure complete revenue capture.
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Minimize revenue leakages through proper controls and validations.
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Drive error-free data entry and transaction processing across the team.
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Coordinate with Finance, AR, and AP teams for billing accuracy and timely reconciliation.

Vendor & Contractor Management

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Manage vendor and contractor relationships to ensure uninterrupted service delivery.
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Monitor contractor performance against KPIs and contractual obligations.
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Ensure timely vendor payments as per agreed Turnaround Time (TAT).
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Oversee CLMS compliance and contractor workforce management.
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Resolve vendor-related operational issues proactively.

MIS & Reporting

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Ensure timely generation and submission of operational and management reports.
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Monitor key performance indicators and develop performance dashboards.
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Analyze business data to identify trends, risks, and improvement opportunities.
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Present performance reviews and process improvement initiatives to management.
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Ensure data accuracy and integrity across MIS systems.

Technology & TOS Management

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Coordinate with IT teams for TOS (Terminal Operating System) enhancements, issue resolution, and system optimization.
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Ensure smooth integration between operational, financial, and customer-facing systems.
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Identify automation opportunities to improve business efficiency.
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Drive digital adoption and process improvement initiatives.

Stakeholder Management

Internal Stakeholders
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Operations Team
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Finance (AR/AP)
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IT Team
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Commercial Team
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Compliance Team
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HR & Administration
External Stakeholders
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Customs Authorities
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Government Agencies
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Shipping Lines
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Freight Forwarders
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Importers & Exporters
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Vendors & Contractors
Responsibilities include:
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Conduct regular review meetings.
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Resolve operational and commercial challenges.
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Build strong strategic relationships.
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Ensure service excellence and business continuity.

Team Leadership & People Management

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Lead, mentor, and develop multifunctional teams.
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Establish performance goals and ensure achievement of departmental KPIs.
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Monitor productivity and manpower utilization.
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Conduct regular performance reviews and coaching sessions.
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Develop succession planning and talent development initiatives.
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Foster a high-performance and customer-centric culture.
Key Competencies
Functional Competencies
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CFS Operations Management
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Customs & Regulatory Compliance
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Documentation Management
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Customer Relationship Management
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Shipping Line Coordination
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Billing & Revenue Controls
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Vendor & Contractor Management
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MIS & Analytics
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Terminal Operating Systems (TOS)
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Audit & Risk Management
Behavioral Competencies
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Leadership & Team Management
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Stakeholder Management
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Problem Solving & Decision Making
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Customer Centricity
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Commercial Acumen
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Process Improvement
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Communication & Negotiation Skills
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Collaboration & Influencing
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Result Orientation
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Continuous Improvement Mindset