Team Lead - Global Customs Operations

DSV International Shared Services Inc.; Parañaque; On-site; PHP 670,000 - 1,228,000; Full time

Job summary

DSV International Shared Services Inc. in Manila is seeking a proactive leader to oversee the GBS MNL Customs team, driving process optimization, compliance, and SLA adherence while acting as an ambassador to internal and external stakeholders.

You will coach multi-country operations, manage performance, and promote continuous improvement across international import/export activities in Europe, LATAM, EMEA, and APAC.

Qualifications

• Minimum 3-5 years of people leadership experience, managing a team of at least 10 FTEs/HC.
• Strong background in international import and export customs operations across Europe, LATAM, EMEA and APAC regions.
• Experience managing customs operations in a shared services, GBS, SSC, or centralized operations environment.
• Proven track record in international stakeholder management, including collaboration with country organizations, customs teams, brokers, and business leaders across multiple regions.
• Excellent verbal and written communication skills, with the ability to present operational performance, lead discussions, provide coaching, and engage with senior stakeholders.
• Experience driving operational performance, SLA management, process optimization, and continuous improvement initiatives.

Responsibilities

• Oversee assigned countries migrated into GBS MNL Customs team and drive process optimization.
• Monitor team performance and ensure adherence to SLA and predefined processes/SOPs.
• Provide guidance on process design and optimization; propose changes to improve efficiency.
• Prepare and present performance reports to stakeholders; escalate irregularities where needed.
• Lead and coach multi-country customs operations; ensure KPI targets are met and resources are well managed.
• Drive continuous improvement and on-site/off-site migration support for customs operations.

Skills

People leadership

Stakeholder management

Communication skills

Job description

Key Tasks & Deliverables

Operational and Team Management:

• Oversee assigned countries migrated into GBS MNL Customs team.




• Strategize to drive process optimization, accountability, and ownership




• Monitor team and individual performance and ensure that performance is within expectation




• (based on defined SLA)




• Provide guidance on process design and optimization




• Propose process changes where needed to drive efficiency and improve execution




• Act as an ambassador of GBS MNL.




• Prepare and present performance report to internal and external stakeholders




• Quality and compliance responsibilities under NDA / attention given to predetermined




• processes, SOPs




• Work closely with the associates to increase productivity and assist in creating positive




• working relationships with all stakeholders




• Maintain all areas of Health and Safety relevant to the working environment & staff teams.




• Planning and organization of resources planning and requirements




• Escalation of irregularities to Business Support Services Manager for Customs




• Perform weekly coaching with team members




• Take the lead to help resolve reoccurring issues




• Drive continuous improvement of the team and related processes.




• Work under the direction of superiors




• Drives completion of tasks and processes within agreed SLA to leaders and members




• Proactively find means to deliver and raise the performance of the teams managed




• Actively engage with relevant Stakeholders and conduct regular touchpoints

Team Leadership & Coaching:

• Create an environment orientated to trust, open communication, creative thinking, and cohesive team effort.




• Motivate and inspire team leaders and members




• Lead by setting a good example (role model) – behavior consistent with words




• Facilitate problem solving and collaboration




• Maintain healthy group dynamics




• Intervene when necessary to aid the group in resolving issues




• Help keep the team focused & on track




• Ensure to meet KPI Targets




• Implementation support (off- / on-site) for the migration of countries under Customs team.




• Resolution of issues on operational level and address employee performance & conduct as needed

Required Experience

• Minimum 3-5 years of people leadership experience, managing a team of at least 10 FTEs/HC.




• Strong background in international import and export customs operations across multiple countries within Europe, LATAM, EMEA, and APAC regions.




• Experience managing customs operations in a shared services, GBS, SSC, or centralized operations environment.




• Proven track record in international stakeholder management, including collaboration with country organizations, customs teams, brokers, and business leaders across multiple regions.




• Excellent verbal and written communication skills, with the ability to present operational performance, lead discussions, provide coaching, and engage with senior stakeholders




• Experience driving operational performance, SLA management, process optimization, and continuous improvement initiatives.

Preferred Experience

• Leadership experience overseeing multi-country customs operations.




• Experience supporting customs migration, transition, or transformation projects.




• Exposure to regional and global customs compliance requirements.