Job Description

Schedule: Full-time Shift: Mixed Shift Accountabilities

Key activities Overall goals / Typical measures

Customer External · Customers Provide high quality services and maintain the highest performance at all levels of operation activities to meet customers' needs. Prompt reaction to any customer inquiry and ensure good follow up to address and solve all issues and problems. Attend to customer need at all times in a professional, friendly and courteous manner. Provide timely any customer feedback to the Management and to the concerned departments like Sales, CS etc...

· Local Regulatory authorities Adhere to Service Level Agreement and ensure to comply with Global SOP. Build good relationship with customs employees to make DHL the most efficient and compliant company.

· Customer Satisfaction · Compliance

Internal

The Air Ops Supervisor has direct supervisory control and daily management of all airops activities with its personnel, equipment, consumables, facility and fleet, specifically he is responsible for the daily export, outbound, all sort activities, data entry, cooperation with Clearance department, customs agents to have smooth export, import and PUD operations. Provide answers and timely feedback to customer service, clearance teams, finance and all other departments. Communicate, interface and work with the respective groups from all departments to achieve the defined goals, Inform Managers on all service-related issues. Be accountable and honest and meet performance expectations. Provide suggestions to improve operation efficiencies and business needs. Be able to meet special PUD expectations. Be able to participate in all GTW processes when necessary.

· Internal Customer Satisfaction

· All requirements are met as per plan

Stakeholder

All Operations Staff Build-up a reliable relationship to facilitate the daily operations activities. Co-ordinate within shift operations to meet operational demands at a high service quality. Understand and comply with the requirement from other Gateways and Hubs. Assist in ensuring maintenance requirements of facility, equipment, fleet and infrastructure are carried out in accordance with regional guidelines and company image. Maintain the good relations and follow-up the special requirement if necessary. Expand knowledge to other roles within Operations in order to carry out these functions through a rotational shift mechanism.

Customs & other regulatory agencies. Activate the process flow to comply with the regulatory policy and manage the daily activities.

Third Party Agents/ Brokers To be able to work with contractors to ensure that shipments beyond DHL capability are attended in an urgent basis To alert Managers in advance when contractor help is required. To be able to separate shipment belonging to contactor early Sales Team To be able to provide good sales leads to sales team. To build good rapport with sales team and customers for continuous business To be able to provide quality feedback to Sales when shipment profile changes or when competitors are prospecting the customer.

EOS results

Sales Team § Sales Lead Report § Check Ride § Competitor Feedback Form

Process

a) Processing inbound and outbound materials Ensure the attainment of both inbound and outbound shipment clearance, efficiently within clearance performance targets and transit time. Process inbound material upon arrival and make sure material is available on time to sort area and any material not going out for a facility or delivery is secured according to the Security policy and procedures. Process outbound material according to the latest processes and procedures. Arrange / attend physical inspections of shipments by authorities and record actions. Monitor the registration / license requirements for DHL Customs facilities.

b) Process Area and Equipment Maintenance Ensure that all relevant equipment is operating and take corrective actions where equipment failure and to be proactive through acting where equipment is falling below operating standards. Keep the process area clean and tidy and make sure it is ready for the next process cycle/shift.

Perform duties professionally and courteously in line with Company image with respect to all colleagues. Ensure the security and integrity of all shipments whilst in his care.

c) Problem Solving

To resolve daily issues that rises in operations under own area. To resolve the daily issue of manning, manpower flexing and replacements, etc...

d) Decision Making

The role has authority to make decisions with Management in order to ensure the smooth daily operation.

e) Planning and Organization

Plans for seasonality in business in order to ensure the optimal manning.

Monitors shipment volume and plans resources accordingly.

f) Compliance to process

Adhere to GSOP Business rules and ensure positive results on scorecard.

g) Training, Reviews and Staff Management Participate where necessary in centrally delivered user training to ensure users are fully capable of using the new processes and systems to the optimum level. Develop a post-audit review methodology to enable the measurement of program effectiveness and ensure that this is followed up by the respective project managers.

· Deviations from plan managed appropriately.

Scorecard KPIs

TT MS COA BOS RDD OTD

Work Health & Safety

Take reasonable care for own safety. Take reasonable care to ensure his acts or omissions do not adversely affect the health and safety of others; Comply with reasonable instructions from DHL to assist you in complying with the WHS Act and Regulations. Co-operate with policies, procedures and safety rules or instructions relating to health and safety. Report hazards, incidents and near missed to the concerned Managers on the day of the occurrence. Attend health & safety training as directed by DHL.

Security & RCG reports

People - Management

Must be able to communicate effectively to all levels of Operations staff. Has competency to motivate and develop people. Can handle pressure and act in uncertainty. Able to plan and organize the effective daily work. Availability of required skills with excellent understanding of business. Influence evidenced throughout organisation. § Optimum utilization of resources § Positive "can do" attitude. § Employee satisfaction

Skills / Qualifications

Key capabilities

Skills Fluency in spoken and written English. Broad-based PC knowledge with a good understanding of information systems needs relating to the express courier industry. Knowledge of express /transport operations processes preferred. Well-developed project/ process management, prioritising and analytical skills with strong business acumen Proven ability in report writing: able to prepare analytical reports highlighting and interpreting key business information Highly motivated, initiating, good team member. Flexibility in operating style and attitude Diplomatic, tactful, patient and sensitive to cultural differences Good presentation skills, good negotiating and influencing skills Positive and contributory attitude, total dedication to all customers

Competences 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. Business Acumen: Understands business principles and language, including the fundamentals of finance and profitability. Uses this understanding to achieve results and to increase the performance and profitability of our company. Cross Border Thinking: Has a holistic mindset and stays abreast of important trends that may affect our competitiveness as a group. Manages the business, giving priority to the international position of our company.

Competency segment 'Leadership' Shaping Direction: Develops and communicates strategies and goals that achieve competitive advantage. Demonstrates a clear understanding of the organisation's strengths, weaknesses, opportunities and threats. Constructive Challenge: Contributes to an environment where people at all levels stand up for their ideas and where the status quo can always be challenged for the better. Building and Leading Teams: Knows the talent* needs of the team. Attracts and develops the people who can meet those needs. Encourages effective cooperation among team members and between teams. Inspires team spirit and the commitment to achieve high standards of performance.

Competency segment 'Personal' Building and Managing Partnerships: interpersonal styles to create and sustain effective relationships with business partners (e.g. suppliers, joint venture partners, industry groups, competitors, governments, unions) and colleagues. Is open to approaches that meet mutual goals. Commitment to Excel: Challenges self and others to exceed standards and achieve extraordinary results striving for best-in-class. Is not easily deterred when obstacles or delays are encountered.

Expected years of experience (Minimum)

· 5 years Experience gained in the Operations/ Services environment. · 5 years Experience in big teams management/development · BAC+3. Preferred to be in Transportation/Business