Regional Manager - Customs & Field Operations

ABOUT CUSTOMS BROKAGE AND COMPLIANCE

DHL Global Forwarding CBC team oversees shipments complying with the relevant customs laws and regulations, facilitating the smooth movement of goods across borders. Collaborating with AFR and OFR teams, custom department officials, and other external stakeholders for maintaining efficiency and compliant customs processes.

JOB SUMMARY

As a Regional Manager of CBC team, an incumbent plays a crucial role in overseeing and ensuring compliance with customs regulations across west region. Responsible for managing vendor relationships, coordinating shipment processing, and maintaining quality standards, the role entails driving organizational goals, achieving profitability targets, and optimizing operational efficiency. This position involves stakeholder management, including subcontractors, customs officials, and customers, while also overseeing team performance, fostering a culture of excellence, and staying updated on regulatory changes to advise and adapt operations accordingly.

KEY RESPONSIBILITIES

Operational Excellence

Drive organizational goals and strategies through effective leadership and team collaboration.

Take charge of Profit and Loss (P&L) management, ensuring achievement of Earnings Before Interest and Taxes (EBIT) and Gross Profit (GP) goals. Develop action plans to achieve these targets.

Lead and prepare strategies to achieve budgeted targets

Identify and implement efficiency-driving measures to reduce processing time and increase productivity.

Collaborate with the sales team to provide inputs on Requests for Quotations (RFQs) and quotations to secure new customers.

Manage relationships with vendors and ensure their compliance with applicable regulations.

Facilitate smooth coordination between teams involved in the processing of shipments and handling of associated documents.

Strict implementation of Quality Management Systems to uphold service standards.

Ensure timely clearance of cargo without incurring penalties consistently.

Oversee back-office customs clearance activities to ensure compliance.

Maintain error-free documentation in Electronic Data Interchange (EDI) systems.

Manage a large volume of files while maintaining high-quality standards.

Ensure the team performs optimally and delivers high-quality services.

Conduct frequent visits to operational sites, such as ports, to interact with field team members and assess operational efficiency.

Monitor CW1 reports via Freight Revenue Perishable (FRP) data and station matrix to track performance.

Stay updated on customs rules and public notices, disseminating relevant information to the team, and keeping the EDI team informed. Handle customer reviews regularly, addressing feedback and concerns.

Manage vendor relationships, ensure contract renewals, and monitor vendor reconciliations.

A comprehensive perspective on the operational dynamics of handling one file by a single operator in the business operations.

Stakeholder Management

Serve as the primary point of contact for subcontractor relationships, monitoring their performance.

Proactively communicate customs-related issues with peers/superiors.

Interface with customs department officials to maintain positive relationships and resolve issues.

Liaise with customers in case of escalations and advise them about changes in government regulations.

Team Management

Lead weekly Performance Dialogs to understand team issues and devise solutions collaboratively.

Ensure clear and effective communication within the team and among team members.

Delegate duties and tasks effectively, ensuring proper demarcation of responsibilities.

Take ownership of staffing and contractor management at the station level.

Foster a culture of high performance, service excellence, and compliance within the functional department.

COMPETENCIES

Functional Competencies

Customs Clearance Expertise

In-depth knowledge and proficiency in customs procedures and regulations.

Customer Service

Strong customer service skills to address inquiries, provide updates, and resolve issues related to shipments.

Technology Proficiency

Implementing CW1 and other tools for optimizing operations.

Customs Regulations Acumen

Understanding of customs procedures, tariff and international trade laws for industry regulations and standards.

Performance Monitoring: Track Key Performance Indicators (KPIs) and metrics for team members, assess operational effectiveness, and implement corrective actions as needed.

Behavioral Competencies

Resilience and Adaptability

Handling diverse tasks and challenges effectively.

Collaboration

Collaborate with cross-functional teams for seamless operations.

Team Leadership

Effectively leading and motivating all the team members.

Continuous Learning

Willingness to learn and improve skills to enhance performance.

Attention to Detail

Consistently maintaining accuracy and precision in tasks.

Quality Orientation

Commitment to delivering high-quality results and services.

Initiative

Taking proactive steps to improve processes or address issues.

WHO CAN APPLY?

Must Have

Bachelor’s Degree in any field.

12 years of experience in a customs role.

Experience in handling team members.

Problem-solving skills to address operational challenges.

Proficient in Email writing and verbal communication with internal and external coordination.

Efficiently manage tasks to meet deadlines and priorities.

Preferred

G or F Card customs pass holder.

Experience of working at a multinational freight forwarding company.