Ganesh Patil

Results-driven Shipping & Logistics professional with 18+ years of progressive experience across global carriers including Hapag-Lloyd and TCS/ZIM. Demonstrated expertise in end-to-end service delivery management, export documentation, quality assurance, and team leadership. Proven track record of establishing new processes, driving KPI improvements, and managing cross-functional teams across India, Mauritius, and international markets.

Lean Six Sigma Green

Belt certified with a reputation for operational excellence and client satisfaction.

Service Delivery Manager – ZIM Process - Tata Consultancy Services Ltd. - Pune, IN

(2025-05 - 2025-07)

Served as primary client liaison for ZIM shipping operations, overseeing all service performance and SLA adherence.

• Managed end-to-end logistics operations ensuring timely, quality execution across documentation and shipping workflows.
• Monitored KPIs and implemented corrective action plans to drive efficiency improvements across the delivery team.
• Led, mentored and trained service delivery team members; drove process improvement initiatives and compliance with international shipping regulations.
• Prepared executive performance dashboards and presented findings to senior management.

Team Leader – Customer Service - Hapag-Lloyd Global Services Pvt. Ltd. - Mumbai, IN

(2022 - 2025)

• Acted as the first escalation point for team queries; drove resolution of complex customer and operational issues.
• Monitored productivity and accuracy metrics; prepared dashboards using MS Excel, Qlik, and Power BI for management reporting.
• Implemented process improvements through quality initiatives, reducing error rates and improving customer satisfaction.
• Managed shift scheduling, leave planning, and team attrition control; conducted performance appraisals and development goal-setting.
• Coordinated with area offices globally to capture feedback and drive continuous improvement.

Sr. Coordinator – India Export Documentation - Hapag-Lloyd Quality Services Center - Mumbai, IN

(2021 - 2022)

• Managed end-to-end export documentation for GNP & BCO customer segments, ensuring accuracy and on-time delivery.
• Coordinated with Sales, Sales Support, and Equipment teams for seamless booking-to-vessel-departure service.
• Advised customers on transshipment status, schedule changes, and handled exceptions with proactive communication.

Sr. Coordinator & Process Expert – Export Documentation - Hapag-Lloyd Quality Services Center - Mauritius

(2020 - 2021)

Spearheaded the establishment of a new export documentation process for the Africa region from scratch.

• Developed SOPs, standardised workflows, and introduced cost-saving measures that reduced the operational budget.
• Trained and assessed team members on new processes; prepared and presented weekly/monthly KPI reports to senior management.

Sr. Coordinator – Quality Assurance Team - Hapag-Lloyd Global Services Pvt. Ltd. (GSC) - Thane, MH

(2016 - 2020)

Managed a comprehensive QA programme: on-site evaluations, internal audits, SDEM analysis, and customer surveys.

• Analysed audit data using quality tools (80/20 Principle, control charts, Fishbone diagrams); presented findings to management.
• Conducted quality induction training for new hires; contributed to QEM audits across departments.

Customer Service – Export Documentation - Hapag-Lloyd (Global Services) - Mumbai, IN

(2008 - 2016)

Managed Bills of Lading manifesting for US customers using Hapag-Lloyd global systems; primary contact for key accounts.

• Conducted tracking & tracing for missing shipping instructions; prepared vessel cut-off reports and coordinated with Area Documentation Centres.
• Developed SOPs in collaboration with the US office; generated daily productivity and customer improvement reports.
• Trained new staff on documentation procedures and managed the team's generic mailbox for prompt communication.

Processing Officer - Maersk Global Services Pvt. Ltd. (GSC) - Mumbai, IN

(2007 - 2008)

• Rerouted containers to optimise logistics, coordinating with VB and TM teams for seamless operations.
• Created and cleared allocations to streamline container management workflows.

T.Y. B.Com - Modern College of Arts, Science & Commerce (2005)