Export Operations Manager (Airfreight)

DHL Global Forwarding


Date: 2 weeks ago
City: Pasay
Contract type: Full time
Overall Role Purpose


  • Manage export shipments end-to-end from booking at origin to de-livery of cargo.
  • Promotes a continuous improvement approach to the processes striving towards operations excellence.
  • Develop people to their highest potential through necessary training and performance management.
  • Escalation point for complaints and exception handling resolution; and implementation of corrective and preventive action.
  • Provide high level customer relations and services and ensure com-pliance with DGF policies and procedures.
  • Build network of relationships within DGF network and suppliers.


Key Activities


  • Organize, splits and plans day-to-day work of export operators and customer relations specialist
  • Ensures that proper implementation of customer process has been conducted before Operations is starting regular business service
  • Drives Global Target Operating Model within the team to utilize the tools in day-day
  • Close monitoring of shipment status from planning, booking, pick-up from customer premise, hand-over to airlines, arrival to destination.
  • Ensures handling of required export documents according to regula-tions and internal procedures
  • Supports Customer Service in the incident and exception management resolution. First Escalation point of the customer
  • Creates, builds and maintains excellent relationships with key suppliers
  • Continuously monitors supplier performance and develops improve-ment plan when required
  • Identifies training needs and opportunities to develop a highly skilled functional department
  • Creates, builds and maintains relationships with other internal func-tions (e.g. Destination countries, Capacity Management, ACC, Sales, CDZ, CTG) and acts as subject matter expert for ad hoc operational questions with regards to accounts which are being service
  • Interacts with BOC, GSC if required


Overall Goals


  • Workloads are equally distributed, and back-up are in place
  • Customer SOPs must be in place and everyone within the team knows where to find it
  • Use of Station Metrics, LCM and PD Analysis tools are utilized by the team
  • Delivering Service Promise
  • Export documentations are in compliance to the regulations
  • Provide CAPA and 8D report as required by customer
  • Regular supplier business/performance review conducted


Requirements


  • Extensive knowledge in Airfreight Export Operation
  • 3-5 years experienced in leading export operations
  • Strong people management with good interpersonal skills, able to provide motivation to the team
  • Demonstrate strong communication both oral and written
  • Problem-solving, Analytical, Strategic Thinking, and conflict resolution skills
  • Degree in Business Administration or related subject

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