Job Title: General Manager / National Manager / Head - International Business (India)

Location: Gurgaon

Job Description:

The Profile to lead the growth, profitability, and operational excellence of international relocation business. The role includes driving overseas business expansion, ensuring minimum 30% gross margins, managing international pricing, relocation business and enhancing service levels across all India operations. The VP/ GM/NM will work closely with global partners, oversee agent and key customer reviews, and ensure financial discipline through timely collections and regular aging reviews.

Key Responsibilities:

- Achieve 25% YoY growth in international business with - 30% GP

- Oversee seamless execution of international shipments and service excellence

- Set KPIs and monitor performance of customer service, pricing & Relocation teams

- Conduct regular agent and key customer reviews

- Publish monthly tonnage and revenue reports for top 20 agents

- Develop and drive growth strategies across regions and trade lanes

- Optimize resources and costs across teams, vendors, and partners

- Lead international pricing strategy and timely response to RFQs

- Ensure timely collections from customers and agents

- Review and act upon monthly receivables aging to minimize outstanding

Key Result Area (KRA):

- Key Performance Indicator (KPI): Weightage (%):

1. International Business Growth

- Achieve - 25% YoY increase in international revenue and GP % as per targets set 20%

- Ensure - 30% average gross profit on international moves 15%

2. Key Account & Agent Management

- Conduct bi-monthly reviews with Top 20 agents and key accounts

- Agent Revenue as per Annual target set and with a 30% GP 5%

- Track and grow volume and revenue exchanged with each key agent 5%

3. Operations & Service Excellence

- 98% on-time delivery; <2% claims ratio 5%

- Ensure customer satisfaction score - 90% on post-move feedback 5%

4. Pricing & RFQ Management

- Timely submission of 100% of RFQs (within 48 hours) 5%

- Quarterly benchmarking of international pricing database 3%

5. Resource & Cost Optimization

- Improve manpower productivity and reduce cost per move by 10% YoY 5%

- Vendor and route optimization across all major international lanes 5%

6. Business Intelligence & Reporting

- Publish monthly tonnage & revenue reports (Top 20 agents) 5%

- Submit quarterly dashboards and progress vs growth roadmap 5%

7. Financial Discipline & Collections

- Ensure 95%+ collections within agreed credit terms 5%

- Review and reduce overdue aging >60 days by 25% quarter-on-quarter 5%

8. Team Performance & KPI Management

- Define, review, and align team KPIs quarterly 5%

- Conduct monthly team performance reviews and coaching sessions 2% Total 100%

- FIDI /FAIM - Process Audit - FIDI Audits including Annual internal reviews, streamline process & second tier for escalations. - No negative comments & Audit cleared.

- DSP & IMMS Services - Manage Tariff, marketing collateral, train the Team on new Products. Meet the set Revenue and GP targets