Team Lead Sales Support - Military veterans preferred

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: