1. Business Delivery & Execution Own end-to-end operational delivery for the branch across all shipments and service lines Ensure adherence to customer commitments, SLAs, and agreed TATs Drive on-time performance, shipment visibility, and exception management 2. Operational Excellence & Efficiency Optimize cost per shipment/file through process discipline and productivity improvement Drive standardization and strict adherence to SOPs across all operations Identify and eliminate process inefficiencies, leakages, and rework 3. Customer Experience & Service Quality Partner closely with Customer Service to ensure proactive communication and issue resolution Ensure zero-defect execution and “first-time-right” operations Support retention through consistent and predictable service delivery 4. Team Leadership & Capability Building Lead, coach, and develop operations teams to drive high performance Build accountability and ownership culture within the branch Ensure resource optimization and workload balancing 5. Cross-functional Collaboration Work closely with Sales, Customer Service, and Pricing teams to ensure seamless execution Support business growth by enabling scalable and reliable operations Act as the operational anchor for all customer implementations and transitions 6. Governance, Compliance & Controls Ensure compliance with regulatory, statutory, and internal governance requirements Maintain high standards of documentation, audit readiness, and system accuracy Drive discipline in system usage (CRM/OTM or relevant platforms) 7. Performance Management & Reporting Track and report key operational KPIs (TAT, cost, productivity, service levels) Drive continuous improvement through data-led decision making Support BU Head with insights on performance, risks, and improvement opportunities