Team Lead - Parcel

Dsv Air & Sea SAU; Manila; On-site; PHP 600,000 - 800,000; Full time

Job summary

DSV Manila is seeking a Team Leader to ensure high service quality in control tower processes, handle incidents promptly, and support management in meeting KPIs and client requirements.

You will coach and mentor staff, conduct regular team meetings and daily huddles, escalate issues, coordinate with HR, and participate in process improvements and trainings. Join a global logistics leader and help drive real-time updates and SOP compliance.

Qualifications

• Proven leadership experience managing logistics teams.
• Awareness of KPIs, SLAs and incident handling in a control tower.
• Willingness to coach and mentor team members.
• Ability to coordinate with HR for performance issues.

Responsibilities

• Meet the team KPI performance and ensure processes comply with SLA.
• Coach and mentor team members; develop performance plans.
• Conduct regular team meetings and daily huddles; address non-compliance to SLA.
• Lead performance reviews with stakeholders and provide timely reports.
• Escalate and address irregularities; handle 1st level escalations.
• Support Supervisors/Managers in meeting KPIs and drive improvements.
• Participate in SOP improvements and update customer instructions in real time.
• Participate in projects like 5S, Maturity Matrix; conduct pre-audits.

Skills

Strong leadership experience

Team collaboration

Adaptability

Education

Freight-forwarding / logistics education is an advantage

Tools

MS-Office (Outlook/Excel)

Web-based applications

Transport Management System knowledge

Job description

The Team Leader is responsible for ensuring the highest quality of service for control tower processes, must ensure correct, timely and independent handling of incidents (complaints) related to his/her process scope. He/ she should support the management in meeting the KPIs and all client requirements. The Team Lead is also responsible for ensuring that processes are standard and compliant to standard operating rhythm. The Team Lead is responsible in his/her staff development which can be achieved thru coaching and mentoring. Conduct regular meetings with the team to discuss performance and resolution of issues. Regular performance review meetings with the customers are also expected.

• Responsible for meeting the team’s KPI performance and processes should be compliant to the approved SLA.
• Responsible for team members performance and development plan which can be achieved through coaching and mentoring.
• Conduct team meeting and daily huddles to ensure alignment of process understanding and immediately address non-compliant to SLA.
• Facilitates performance review call with the stakeholders and ensure that performance reports are provided on a timely manner.
• Addresses performance issues and coordinates with human resources whenever necessary.
• Supports the Supervisor/Manager in meeting the set KPIs.
• Recommend improvements on the SOP with the steps on how the customs process can be more efficient and real time updating of new customer instructions
• Report and coordinate irregularities as per SOP. Handle 1st level Escalations
• Perform proper escalation when necessary.
• Participation in the implementation and training of new team members
• Active participation in project for process improvements - 5S, Maturity Matrix and do pre audits with the teams when necessary.
• Work under the direction of Supervisor and Managers
• Adapt to DSV MNL ISSC culture and perform in line with the Values/behaviors defined
• To be a DSV ambassador, and Support Team members for their queries/clarifications
• To own personal development in line with DSV's performance review process
• Follow given directions and perform assigned duties.
• Perform assigned tasks to support DSV meets its objectives and targets regarding quality, health, safety and environment as documented in IMS and follow all requirements as set out in the QHSE policy.
• Team Player and willing to be assigned on a different team or operating hours should there be a business need.
• Partnership with DSV branches and customers within DSV and focused on addressing accuracy concerns of the Key Account Management team in accordance with internal regulations.
• Performing all the above tasks in a professional manner, in accordance with the rules, procedures, instructions and regulations in force in the Company, in accordance with the organizational culture applicable in the Company
• Perform other tasks assigned by his or her superior.

Education and Skills

• Strong leadership experience
• Freight-forwarding / logistics education is an advantage.
• Knowledge in different transport management system is an advantage.
• Good Know How in MS-Office (Outlook /Excel – Intermediate to advanced)
• Good Know How in web-based applications / Internet
• Quick comprehension and focused work
• Resilience, ability to prioritize and meet deadlines
• Accurate and reliable working method
• Ability to work in a team & good interpersonal skills
• Openness and flexibility in meeting customer demands / service attitude
• Ability to cooperate with various units in DSV (ISSC and Local Teams)

DSV – Global transport and logistics

Working at DSV means playing in a different league.

As a global leader in transport and logistics, we have been on an extraordinary journey of growth. Let’s grow together as we continue to innovate, digitalise and build on our achievements.

With close to 150,000 colleagues in over 90 countries, we work every day to offer solid services and meet our customers’ needs and help them achieve their goals. We know that the best way to achieve this is by bringing in new talent, fresh perspectives and ambitious individuals like you.

At DSV, performance is in our DNA. We don’t just work – we aim to shape the future of logistics. This ambition fuels a dynamic environment built on collaboration with world-class team players, accountability and action. We value inclusivity, embrace different cultures and respect the dignity and rights of every individual. If you want to make an impact, be trusted by customers and grow your career in a forward-thinking company – this is the place to be.

Start here. Go anywhere

Visit dsv.com and follow us on LinkedIn and Facebook.