Manager - AFR (Customer Programs) - Military veterans preferred

Join our Air Freight service line at DHL Global Forwarding, Freight (DGFF) GSC – Global Service Centre!

Job Title: Manager (IC) – Air Freight

RCS Grade: K

Job Location: DHL Global Forwarding, Freight (DGFF) GSC, India (Mumbai)

In this role, you will have the opportunity to operate on a segment of service we offer for Air Freight, and be responsible for process & stake holder management, and drive improvements in the process.

Key Responsibilities: Manager role (Individual Contributor)

• Customer Relationship Management: Build and maintain strong business partnerships with external customers across all levels, ensuring alignment on service expectations and operational goals.
• Operational Performance & Escalation Management: Lead and drive tactical and operational performance across DGF products (Air, Domestic, and Brokerage). Conduct root cause analysis and proactively develop supply chain strategies while managing and resolving customer escalations.
• Customer Engagement & Strategic Presentations: Prepare and deliver performance reviews, opportunity analysis, and strategic plans in regular customer-facing meetings.
• Cross-Regional Collaboration: Partner with regional counterparts to develop and execute cross-regional initiatives, fostering streamlined solutions and consistent service delivery.
• Operational Visibility & Flow Optimization: Support DGF stations with tools and visibility to improve the management of goods and data flow, driving efficiency aligned with best practices.
• Product Operations Alignment: Collaborate with regional and country-level product operations teams to enhance operational effectiveness and network cooperation.
• Special Project & Issue Escalation: Provide visibility to regional/global product teams on special projects and operational issues impacting customer performance.
• End-to-End Solution Delivery: Coordinate with global/regional Air Freight teams to ensure harmonized product implementation and seamless origin-to-destination execution.
• Demand Planning for Peak Seasons: Work closely with product management teams to plan and manage seasonal volume fluctuations effectively.
• Innovative Solution Development: Partner with Customer Solutions & Innovations, other DPDHL business units, and external stakeholders to develop tailored solutions that meet evolving customer needs.
• Shipment Monitoring & Performance Analysis:
• Proactive shipment tracking and exception management.
• Deliver comprehensive reporting including:
• Contractual vs. non-contractual volume analysis.
• Performance evaluation by service type and legacy systems.
• Station-level performance tracking with a focus on UK locations.
• Weekly Reviews & Support Coordination: Facilitate weekly performance reviews to identify trends, control exceptions, and offer operational support to stations.
• Exception Handling for Non-US Lanes: Manage and report exceptions for Foreign-to-Foreign shipments to ensure consistent service quality.
• Continuous Improvement & R&D:
• Development of new operational support reports.
• Dedicate time for process optimization through:
• Improvement of data quality and reporting efficiency.
• Adaptation of reports in response to system changes.

Required Skills & Qualifications:

• Bachelor's degree from a recognized university in any discipline; management qualification is preferred.
• Minimum of 5–8 years of relevant experience in logistics operations, with a strong focus on Air Freight.
• In-depth understanding of transport management
• Proven ability to drive process improvements using First Choice/Six Sigma tools such as GEMBA, KAIZEN, Pareto analysis, etc.
• Excellent communication skills (both verbal and written) and strong interpersonal abilities.
• Self-motivated with a continuous learning mindset and commitment to professional development.
• Demonstrated people management, analytical, and organizational skills, along with solid project management capabilities.
• Strong background in logistics solution development and international logistics, with expertise in complex supply chain analysis.
• Ability to lead cross-functional teams and deliver results in a dynamic, global environment across multiple time zones and priorities.
• Operational expertise in overcoming logistics challenges and simplifying complex, expedited supply chain solutions for new and existing customers.
• Resilient and persistent approach to problem-solving; confident in engaging with clients, suppliers, and contractors.
• Skilled in navigating complex issues with tact, patience, diplomacy, and professionalism.
• Capable of fostering and maintaining relationships with customers and third-party service providers.
• Analytical thinker with the agility to understand and adapt to evolving customer needs.
• Exceptional organizational and time management skills, with the ability to manage multiple projects and deadlines effectively.
• Strong work ethic, dependable, enthusiastic, and resourceful with a proactive mindset.
• Team player with the ability to work independently; brings a positive outlook and strong listening and communication skills.
• Fluent in English (both written and spoken); proficiency in additional languages is an asset.
• Proficient in Microsoft Office 365; additional digital tools proficiency is a plus.
• The applicant must be willing to work in a 24/7 operational environment, including rotational and night shifts.

Join our team at DHL Global Forwarding, Freight (DGFF), Shared Services (GSC), a Great Place to Work certified organization and as a part of a forwarding division, proud recipient of multiple prestigious awards, including Top Employer in India, Top Employer Asia Pacific, and Top Employer Global.

Apply now and embark on an exciting journey with us!

Why Join Our Shared Services (GSC) Team?

At GSC, you will be part of a strong team that respects its employees, society, and the environment. You will interact with people from all over the world and get the chance to experience the unique international spirit of GSC DHL. We offer benefits and programs to help you manage your time at and away from work, enabling a healthy work/life balance. With highly competitive compensation, incentive, and bonus plans, we recognize and reward your hard work.

As one of the top captive shared services globally (recognized by SSON), GSC offers a wide range of interesting job challenges and opportunities in our different Centers based in 4 countries. Our performance management system supports us in recognizing your potential, evaluating your performance, and continuously planning the development of your career within GSC and within our DHL group. We will always enable you to take on responsibility and encourage your growth, personally and professionally.

As the Global Service Center, we offer wide range of services to our business partner spread across more than 100 countries. GSC has experienced, diverse, and passionate team of 4600+, that value adds to our Business Partners through our expertise in process and service management, enabled with technology and robust people culture.

You can us to know more about GSC and hear from our own people.