Title: Team Leader (AFR-OFR Ops)

Location: GSC BOG

Join DHL Global Forwarding’s Global Shared Services Center (GSC BOG) as a Team Leader for Air and Ocean Freight operations. You will play a critical role in overseeing the performance and development of a dynamic team of Associates and Specialists, ensuring process excellence, operational efficiency, and outstanding service delivery for our global stakeholders.

Key Responsibilities:

Team Leadership & Performance:

Lead a team of specialists and associate agents, fostering a culture of operational excellence, respect, and accountability. Provide continuous coaching, feedback, and performance reviews to ensure professional development and goal alignment. Ensure high levels of service quality, accuracy, and timeliness across all operational tasks.

Process & Quality Management:

Monitor and ensure adherence to defined processes and quality standards in line with SLAs and KPIs. Implement corrective actions where performance gaps are identified, using root cause analysis and structured problem-solving.

Stakeholder Collaboration:

Maintain strong relationships with Process Owners, Business Partners, and global stakeholders. Participate in regular reviews, business alignment meetings, and improvement initiatives.

Program Governance & Optimization:

Define processes, documentation (Toolkits), KPIs (SMART), and roles in collaboration with OpEx and Transition teams. Identify continuous improvement opportunities based on business needs and drive their implementation. Analyze and report program utilization, resource capacity, and productivity metrics.

Operational Excellence & Reporting:

Ensure accuracy and proper usage of GSConnect and other internal systems. Contribute to knowledge management by updating SOPs and best practices.

 

Skills / Requirements: