Team Leader - Business Support

Join our “Business Support Team” at DHL Global Forwarding, Freight (DGFF) GSC – Global Service Centre!  

Job Title: Team Leader – Business Support

Job Location: Manila 

Are you dynamic and results-oriented with a passion for logistics? Join our high-performing Global Shared Services Team (GSC) at DHL Global Forwarding, Freight (DGFF); a Great Place to Work certified organization and one of the “Top 20 most admired Shared Services Organizations in 2022” by the independent global Shared Services & Outsourcing Network (SSON).  

We are the captive Shared Service Provider for DHL Global Forwarding and DHL Freight (DGFF). We are an organization of more than 4,600 colleagues complemented by approximately 500 virtual FTE (i.e., bots applied in process automation). Our colleagues are based across six service delivery centers in Mumbai, Chennai, Chengdu, Manila, Bogota & Budapest. You will interact with people from all over the world and get the chance to a truly international organization. 

 Key Responsibilities: 

• Assist to meet performance targets 
• Together with team manager participate in problem solving and process improvement process 
• Daily working process review & discussion 
• People management 
• Local quality report 
• Coordinate department activities and to ensure quality and timeliness. 
• To understand the requirement of the region’s documentation and devise guidelines to the teams to ensure compliance. 
• Evaluate department processes, recommend and coordinate needed changes based on process analysis. 
• Supervise staff in accordance with company policies and procedures. 
• Assist staff to resolve complex problems. 
• Establish employee goals and conduct employee performance reviews. 
• Provide inputs towards staff scheduling to include: work assignments/rotations, employee training, employee vacations, employee breaks, overtime assignment, back-up for absent employees, and shift rotations. 
• Coach the team members. 
• To have a periodic meeting with the team members to discuss on the productivity and feedback 
• Responsible for quality control. 
• Drive Employee Engagement and Customer Satisfaction Processes. 
• Upskill Team Members and help achieve Goals 
• Monitor Key deliverables for Process Associates on Continuous Basis 
• Some Level of Data Analysis to drive Performance for Individual Process Associates. 
• Plan, organize and direct and efficient and effective functional department. 
• Drive Employee Engagement and Customer Satisfaction Processes. 
• Employee Satisfaction 
• Employee accountability and performance 
  
  
  

Skills / Qualifications / Key Capabilities

• Bachelors Degree level (preferred) 
• Minimum 3 – 5 years’ experience. Logistics / Back office experience is must 
• Communication & Leadership skills 
• Good Documentation skills – Document Screening, Archiving and retrieval 
• Good People management Skills 
• Self-Learning and Development  
  
  
  

Competencies  

Competency segment ‘Business’

• Customer Orientation: Is focused on identifying and understanding each customer’s needs. Expresses and acts on desire to assist customers in an efficient and friendly manner. 
• Planning & Organizing: Sets clear and realistic goals and objectives. Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is structured with good personal organization. 
• Schedules time effectively and uses efficient work methods and tools.  
  
  
  

Competency segment ‘Leadership’ 

Developing People: Facilitates the development of others through personal involvement in coaching, mentoring and sponsorship. Creates an environment that fosters learning, growth and development to improve DHL's capability to achieve strategic vision. 

Competency segment ‘Personal’ 

Influencing: Persuades others of the value of an approach or idea. Gains commitment and support and gets others to willingly act. 

Communication: Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style, tools and mode to the needs of others. Listens attentively, and summarizes or asks questions, when needed, to clarify information. 

Commitment to Excel: Challenges self and others to exceed standards and achieve extraordinary results, striving for best in class and is not easily deterred when obstacles or delays are encountered. 

Apply now and embark on an exciting journey with us! We offer:  

• We recognize and reward your hard work through a competitive compensation and performance-based incentive. 
• We empower you to learn and grow through training that gives you the knowledge, skills, and abilities to develop into your role and a great range of resources to support your future career aspirations & personal development.  
• Flexible work arrangements to support work/life balance.  
• Generous paid time off: Privilege (earned leave). 
• Recognition & Engagement culture  
  
  
  

By joining one of the world's leading logistics companies, you have a chance to explore a wide range of interesting job challenges and opportunities across our GSC service lines and in our different divisions around the globe.