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
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