Operations Manager – Freight Forwarding

JOB SUMMARY

To manage the day-to-day freight forwarding operations for DP World Logistics, ensuring the delivery of high-quality, compliant, and cost-efficient services across air, sea, and road freight. The role is accountable for operational performance, customer satisfaction, and the achievement of departmental KPIs, while driving continuous improvement and operational excellence in line with DP World standards.

KEY RESPONSIBILITY

Operational Leadership

• Oversee end-to-end freight forwarding operations across multiple transport modes.
• Ensure timely and accurate documentation, customs clearance, and compliance with local and international regulations.
• Maintain oversight of booking processes, carrier and agent coordination, cargo tracking, and delivery timelines.
• Ensure operational procedures adhere to company SOPs, ISO standards, and health & safety requirements.
• Ensure high data quality on shipment registration in the TMS, including correct cost and income accruals
• Ensure teams upload all relevant documentation into the shipment files
• Ensure invoicing is done without delay, within the timeframes as prescribed by global performance guidelines

Customer & Stakeholder Management

• Act as the primary escalation point for operational issues, ensuring rapid resolution and proactive communication.
• Develop and maintain strong relationships with key accounts, ensuring service excellence and customer retention.
• Liaise with commercial, warehousing, and distribution teams to provide integrated logistics solutions.

Financial & Performance Management

• Review and analyse operational KPIs (on-time delivery, cost per shipment, claims ratio) and implement improvement plans.

People Management

• Lead, coach, and develop a high-performing operations team, fostering a culture of accountability and continuous improvement.
• Ensure adequate resource planning, training, and succession management within the department.
• Conduct performance reviews and support individual development plans for team members.

Compliance & Risk Management

• Ensure all shipments comply with local/international trade regulations, sanctions, and security protocols.
• Manage claims, disputes, and operational incidents in line with contractual and legal obligations.
• Oversee adherence to DP World’s Code of Conduct, HSSE policies, and quality standards.

QUALIFICATIONS, EXPERIENCE AND SKILLS

Education:

• Bachelor’s degree in Supply Chain, Logistics, International Business, or related field (Master’s preferred).

Professional Certifications (Preferred):

• FIATA Diploma in Freight Forwarding
• IATA Cargo & Dangerous Goods Certification
• APICS/CSCP or equivalent supply chain certification

Experience:

• Minimum 8–10 years’ experience in freight forwarding operations in the UAE, with at least 3–5 years in a managerial role.
• Proven track record in managing multi-modal operations within a multinational logistics environment.
• Strong knowledge of GCC and global trade regulations, customs processes.