Shipping Delivery Manager

Job Title: Shipping Delivery Manager

Job Code: 376227

Grade: BPO 4/5/6

Location: Pune (Candidates must currently reside in Pune)

Salary: Up to ₹20 LPA

About the Role

We are seeking an accomplished Shipping Delivery Manager to lead a high-performing operations team within our international BPO environment. The ideal candidate will bring strong leadership, proven shipping or freight forwarding expertise, and the ability to consistently deliver against key performance indicators.

This role demands excellence in service delivery, team management, and process improvement while fostering a collaborative and motivated work culture.

Key Responsibilities

1. Service Delivery Excellence

Ensure consistent achievement of all SMART objectives and KPIs (Productivity, Timeliness, Data Quality).

Monitor team results, analyze variances, and take corrective actions where needed.

Drive customer satisfaction through prompt and accurate service delivery.

Ensure system readiness, process compliance, and resource availability.

Prepare and submit accurate reports within set timelines.

Meet or exceed Customer Satisfaction Survey (CSS) targets.

1. People Leadership & Development

Lead and manage a team of 20+ members, ensuring alignment with business goals.

Handle shift rosters, leave planning, and attendance management effectively.

Coach, mentor, and conduct regular performance appraisals to promote professional growth.

Identify and develop high-potential team members for future leadership roles.

Foster engagement, accountability, and continuous learning within the team.

1. Process Migration & Change Management

Collaborate with leadership to plan and implement new migrations or organizational changes.

Ensure seamless transition and performance delivery for new processes.

1. Continuous Improvement

Identify opportunities to improve service quality, cost efficiency, and productivity.

Lead improvement projects with measurable benefits and defined timelines.

Regularly report on project progress and achieved outcomes.

1. Uphold Company Values

Model and promote the organization's vision, values, and ethics at all times.

Encourage professional conduct, integrity, and teamwork.

Key Challenges:

Sustaining employee engagement and motivation.

Managing operational change effectively.

Maintaining service excellence under tight deadlines.

Enhancing data accuracy and productivity through proactive problem-solving.

Internal & External Interfaces

Internal: Cross-functional departments, support teams, and other shared service centers.

External: Business partners, clients, and front-office teams.

Qualifications & Experience

Education: Graduate in Commerce or Science. (Diploma/Degree in Export–Import Management preferred.)

Experience: 5–7 years in a BPO/back-office environment with proven shipping or freight forwarding expertise (mandatory).

Leadership: Must currently hold a managerial role and have experience leading a 20+ member team.

Domain Expertise: Hands-on experience in core shipping operations (not limited to logistics or supply chain).

Technical: Strong proficiency in MS Office tools.

Preferred Industry Background: MSC, CMA CGM, Hapag-Lloyd, ONE, Evergreen, COSCO, Kuehne+Nagel, DB Schenker, DSV, Expeditors, Bolloré Logistics, CEVA Logistics.

Soft Skills

Strong customer service orientation and problem-solving ability.

Excellent communication and presentation skills.

Capable of handling pressure and tight timelines effectively.

Strong analytical, interpersonal, and leadership skills.

Proactive, organized, and results-driven with effective time management.

Learning & Development Opportunities

Mastery in managing service, people, cost, projects, and process delivery.

Exposure to leadership, facilitation, conflict management, and team building.

Understanding of performance management and continuous improvement frameworks.

Eligibility Note

Candidates must reside in Pune.

International BPO experience is mandatory.

Candidates without shipping or freight forwarding experience will be disqualified.

Graduation is compulsory.