Logistics Operations Manager

2 weeks ago

Pune, India CMA CGM Global Business Services (India) Full time

The Associate Manager – Operations Logistics at CEVA GBSI is accountable for leading high-performing teams to deliver against defined KPIs and KRAs, while continuously driving process and cost optimization initiatives. This role plays a pivotal part in fostering a motivated and performance-oriented team culture, ensuring operational efficiency, and aligning service delivery with business expectations. As a key liaison between GBS operations and business stakeholders, the Associate Manager is responsible for maintaining service excellence, process compliance, and customer satisfaction. Key Responsibilities - Reporting & Dashboards: Develop and maintain dashboards and reporting mechanisms to provide clear visibility into workload distribution, task completion, and adherence to Service Level Agreements (SLAs). - Escalation & Error Management: Maintain an active escalation and error log; analyze recurring issues to implement timely corrective and preventive actions. - Client Communication: Ensure consistent follow-ups with internal/external stakeholders to obtain missing information and resolve queries, enabling timely completion of daily tasks. - Team Escalation Point: Act as the first level of escalation for process-related queries and support needs raised by team members. - Performance Monitoring: Review and verify individual productivity and accuracy metrics; update shared trackers to reflect real-time performance. - Reporting Cadence: Prepare and publish daily, weekly, and monthly performance reports in alignment with management expectations. - Team Governance: Conduct regular team huddles and review meetings to reinforce operational compliance, clarify process expectations, and address team concerns. - Training & Development: Identify skill gaps and provide on-the-job coaching, refresher training, and knowledge-sharing sessions based on documented SOPs and process changes. - Workforce Management: Prepare shift rosters, support transport coordination, and ensure optimal staffing levels are maintained to meet operational goals. - Team Engagement: Foster a positive and collaborative team culture by promoting open communication, mutual respect, and shared ownership of outcomes. Required Skills & Experience: - Must have experience on CargoWise software platform - Min 1 year experience as team leader / associate manager - Minimum 4 years of experience in multinational corporations or shared services/GCC environments. - Strong knowledge of end-to-end logistics operations (Air, Ocean, Road, Customs) - Understanding of SLAs, KPIs, and operational governance - Ability to do stakeholder management and have good communication skills - Comfortable with data tools (Excel, Power BI, etc.)

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