Team Leader - Operations

Deutsche Post; India; Presencial; INR 1.600.000 - 2.100.000; Jornada completa

Descripción de la vacante

DHL Supply Chain India, part of Deutsche Post DHL Group, is seeking an experienced operations leader to head the APAC SPOC team. You will oversee day-to-day operations, drive KPI performance, and coordinate with customers and partners to ensure service continuity and excellence.

This role emphasizes team leadership, transition and knowledge management, and ongoing process improvements across OMS, TMS, and WMS platforms. A strong background in logistics and stakeholder management is essential.

Formación

• Bachelor’s degree in supply chain, logistics, or related field.
• Certifications in Supply Chain, Logistics, CI, or Project Management are a plus.
• Experience with OMS, TMS, WMS systems and related tools.

Responsabilidades

• Lead and manage the APAC SPOC Operations team.
• Allocate workload and resources to ensure service continuity.
• Monitor performance and provide coaching and development support.

Conocimientos

Team Leadership

People Management

Coaching & Development

Decision Making

Customer Focus

Stakeholder Engagement

Service Excellence

Operational Excellence

Problem Solving

Root Cause Analysis

Continuous Improvement

Communication

Planning & Organization

Resource Planning

Multitasking

Educación

Bachelor’s degree in Supply Chain/Logistics/Operations

Herramientas

OMS

TMS

WMS

Microsoft Excel

Power BI

Outlook

Teams

Freshdesk

Slack

PowerPoint

Descripción del empleo

About Us

DHL Supply Chain India is a leading provider of integrated logistics solutions, specializing in warehousing, distribution, and supply chain management. With over 150+ facilities and 22,000+ employees nationwide, we excel in sectors like e-commerce, consumer goods, life sciences, and technology. Recognized as a Great Place to Work, we prioritize employee engagement and development. We are committed to a safe work environment, promoting Behaviour Based Safety (BBS) practices, injury prevention, and compliance with safety regulations, ensuring that safety is everyone's responsibility. We embrace an equal opportunity workplace, fostering diversity and inclusion for all employees. Join us in shaping the future of logistics and discover limitless growth opportunities!

Key Responsibilities

1. Team Leadership & People Management

• Lead and manage the APAC SPOC Operations team.
• Allocate workload and resources to ensure service continuity.
• Monitor individual and team performance.
• Provide coaching, mentoring, and development support to team members.
• Conduct regular performance reviews and team meetings.
• Support employee engagement and retention initiatives.
• Manage shift planning and resource scheduling when required.

1. Operations Management

• Oversee daily operational activities including:
• Order Management
• Shipment Tracking & Follow-up
• Invoice Administration
• Customer Request Management
• Ensure all operational activities are performed in accordance with established SOPs and work instructions.
• Monitor operational risks and implement corrective actions.
• Ensure business continuity and operational readiness.

1. Customer & Stakeholder Management

• Act as the primary operational contract for customer stakeholders.
• Build and maintain strong working relationships with customers and business partners.
• Drive customer satisfaction through proactive communication and issue resolution.
• Participate in customer governance meetings and business reviews.
• Provide operational updates, performance reports, and improvement recommendations.

1. Escalation Management

• Manage operational escalations and critical incidents.
• Coordinate with:
• Customer’s Supply Chain Teams
• Carriers
• Logistics Service Providers (LSPs)
• Planning Teams
• Regional Management
• Ensure timely resolution of customer issues and service disruptions.
• Drive root cause analysis and preventive action implementation.

1. Performance & KPI Management

• Monitor key operational and service performance indicators.
• Analyze operational trends and identify improvement opportunities.
• Prepare and present KPI reports to management and customers.
• Ensure achievement of service level targets and operational objectives.

Key focus areas include:

• Customer Satisfaction
• Order Processing Accuracy
• Invoice Accuracy
• Escalation Resolution
• Service Quality
• Team Productivity

1. Continuous Improvement

• Identify inefficiencies and recommend process improvements.
• Drive standardization and best practice implementation.
• Support automation and digitization initiatives.

1. Transition, Training & Knowledge Management

• Support business migration and transition activities.
• Lead knowledge transfer sessions.
• Maintain SOPs, work instructions, and training materials.
• Ensure new team members are effectively onboard and trained.
• Establish and maintain knowledge repositories for operational activities.

Performance Metrics (KPI)

• Customer Satisfaction (CXM)
• Team Productivity
• Service Quality Performance
• Escalation Resolution Effectiveness
• Employee Readiness & Training Completion
• Continuous Improvement Delivery

Skills & qualifications

Education

Bachelor’s degree in supply chain management, Logistics, Business Administration, International Trade, Operations Management, or related disciplines.

Professional certifications in Supply Chain, Logistics, Continuous Improvement, or Project Management will be considered an advantage.

Required Skills

• Technical Skills:

Experience with:

• Order Management System (OMS)
• Transportation Management Systems (TMS)
• Warehouse Management Systems (WMS)

Preferred familiarity with:

• Microsoft Excel
• Power BI
• Outlook
• Teams / Freshdesk/ SlackK
• PowerPoint

• Key Competencies

Leadership

• Team Management
• Coaching & Development
• Decision Making

Customer Focus

• Customer Relationship Management
• Stakeholder Engagement
• Service Excellence

Operational Excellence

• Problem Solving
• Root Cause Analysis
• Continuous Improvement

Communication

• Strong written and verbal English communication
• Presentation and facilitation skills

Planning & Organization

• Prioritization
• Resource Planning
• Multitasking

Preferred Experience

Required

• 2–5 years of experience in :
  • Logistics Operations
  • Supply Chain Operations
  • Control Tower Operations
  • Order Management
  • Customer Service Operations

Preferred

• 2+ years of team leadership or supervisory experience.
• Experience supporting multinational customers.
• Experience in transition or migration projects.
• Experience working in business support center environments.

Preferred Candidate Profile

The ideal candidate is a proactive and customer-focused operations leader with strong logistics and supply chain background. The candidate should possess excellent leadership and stakeholder management skills, demonstrate a strong commitment to operational excellence, and be capable of managing a high-performing team in a fast-paced environment. The individual should be able to drive continuous improvement, maintain a high level of customer satisfaction, and effectively manage operational risks while ensuring service delivery meets business objectives and customer expectations.