Manager – AFR Export Operations

DHL Global Forwarding; New Delhi; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

A leading logistics company in New Delhi is seeking a Manager for Air Freight Export Operations. You will oversee and optimize operational activities while aligning with business strategies. This role focuses on enhancing customer relationships, mentoring team members, and ensuring compliance with industry regulations. Candidates should have 8-10 years in logistics, a Bachelor's degree, and experience managing teams. This position offers the opportunity to drive operational excellence and profitability within the organization.

Qualifications

• 8-10 years of experience in logistics or airline.
• Experience managing a team of at least 5 people.
• Effective written and verbal communication.

Responsibilities

• Oversee and improve operational activities related to Air Freight Export.
• Manage customer relationships and address grievances.
• Develop IKOs/KPIs with team members and monitor individual performance.

Skills

Customer Service

Product Knowledge

Technology Proficiency

Education

Bachelor's degree

Job description

Join to apply for the Manager – AFR Export Operations role at DHL Global Forwarding

About Air Freight Operations

The Air Freight Operations team plays a pivotal role in managing the export of goods by air. Their primary objective is to create and maintain efficient processes, guaranteeing the seamless movement of goods by collaborating with Airline partners, Procurement and Capacity management, network offices, vendors, and customs brokers, ultimately contributing to profitability.

Job Summary

As the Manager of Air Freight Export Operations, your role involves overseeing and improving operational activities related to Air Freight Export. Your primary focus will be aligning with the business strategy, which includes developing and implementing strategic plans to optimize export operations. Additionally, you will be tasked with fostering a culture of operational excellence, optimizing resources, delivering an exceptional customer experience, and maximizing profitability—all while ensuring strict compliance with industry regulations.

Key Responsibilities

Operational Excellence

• Ensure cost‑effective, high‑quality air export operations processes and drive volume growth.
• Plan and deploy human resources and capital in an optimized manner to manage business cycle peaks and lows.
• Implement CW1 Best Practices, utilizing tools such as search grid, edocs, task, Auto Rating, Auto Costing, and E‑Booking.
• Procure and utilize optimal airline capacity through network offices.
• Encourage consolidations to focus on specific sectors.
• Take charge of supervising the team members for all relevant operations, efficiency optimization, and upholding the standards outlined in the “one file, one operator” methodology.

Stakeholder Management

• Manage customer relationships and address grievances.
• Take responsibility for overall billing quality and timeliness, driving Operational Hygiene to achieve maximum results in KPIs.
• Manage relationships with multiple carriers, vendors, customs brokers, Terminal Custodians, and network partners.
• Mentor and manage the Air Export Team to deliver service excellence and profitable growth.
• Efficiently manage claims, customer complaints, Inter‑Company Issues, and customer disputes for a healthy P & L.
• Demonstrate a problem‑solving approach and proactively design solutions for customers by engaging with stakeholders.

Team Management

• Develop IKOs/KPIs with team members and monitor individual performance.
• Check your Teams Station Metrics Widget, and ensure every file has an owner (1F1O).
• Manage the allocation of appropriate resources and the commitment of staff.
• Run Daily Performance Dialogs to drive a performance focus of managing shipments and managing customers.
• Foster a culture of quality, service excellence (for internal customers), flexibility, and cost consciousness.

Product Management

• Ensure high standards of quality across operations.
• Interface with the Customs Brokerage & Clearance team.
• Drive and implement new product launches.

Competencies

Functional Competencies

• Product Knowledge: Thorough knowledge on the entire operational flow, from booking to documentation and customs clearance, ensuring efficient and timely movements.
• 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.

Behavioural Competencies

• Agility: Ability to adapt quickly to changing operational needs and environments.
• Continuous Learning: Willingness to learn and improve skills to enhance performance.
• Attention to Detail: Consistently maintaining accuracy and precision in tasks.
• Leadership and Team Management: Directing teams towards goals and optimizing productivity by promoting accountability.
• Quality Orientation: Commitment to delivering high‑quality results and services.
• Initiative: Taking proactive steps to improve processes or address issues.
• Strategic Planning: Developing and implementing strategic plans to achieve organizational objectives.

Who Can Apply

Must Have

• 8-10 years of experience in logistics or airline.
• Experience managing a team of at least 5 people.
• Bachelor’s degree is required.
• Lead teams for operational excellence and a high‑performance culture.
• Effective written and verbal communication with teams, vendors, and stakeholders.
• Promptly address operational challenges and make data‑driven decisions.

Preferred

• Courses and certifications in business administration, operations management.
• EXIM/IATA certification.