Job Description

Join our dynamic leadership team at DHL Global Forwarding, Freight (DGFF) GSC \xe2\x80\x93 Global Service Centre!

Job Title: Global Service Line Lead \xe2\x80\x93 Customs, GSC, & Service Delivery Head \xe2\x80\x93 Customs, Mumbai Center

Job Location: DHL Global Forwarding, Freight (DGFF) GSC, India (Mumbai)

As the Global Service Line Lead, the role is responsible for leading, developing and controlling the business and operations of the Customs Service Line globally (across centers) to achieve short term and long-term operating objectives (Service portfolio expansion, standardization of services, cost optimization leveraging technology, strategic implementations, value contribution), and to manage risks. As the Service Delivery Head, the role is also responsible for local center-based delivery and SLA commitments of customs services.

The role reports to the GSC Center Head and is part of the GSC Mumbai Center Senior Management Team.

Key Responsibilities:

• Design strategy, and define service offerings, service standard, and governance structures for customs service line in accordance with the business objectives.
• Manage relationships and partnerships with Business Partners, key stakeholders, and larger business teams across 90+ countries and 6 service delivery centers, overseeing a workforce of more then 600+ employees.
• Oversee service delivery for \xe2\x80\x93 Customs across centers (as service line lead) and be responsible for SLA commitments of Mumbai Center (as service delivery head, Mumbai).
• Function as an expert on services provided across GSC centers, providing consultancy to DGFF countries on process improvements.
• Collaborate with stakeholders to identify opportunities for enhancing processes and delivering strategic value.
• Find the right balance between maximizing standardization of global services and reducing local customization needs of the business partner to the bare minimum.
• Establish and maintain a robust Internal Controls System (ICS) to ensure compliance with regulatory requirements.
• Collaborate with risk management teams to ensure compliance with industry regulations.
• Identify potential risks in service delivery processes and implement risk mitigation strategies.
• Develop a highly motivated and engaged workforce and provide them with robust career paths within the GSC and/or across DGFF/DHL Group.
• Collaborate with cross-functional teams to streamline end-to-end service delivery.
• Manage productivity of the service line, leveraging automation capabilities of GSC.
• Know the technology advancement through Smart OCR, Business Process Management (BPM) tools, Service Management platforms, Machine Learning and AI, Data Analytics, RPA, API\xe2\x80\x99s, Process and Task Mining to Desktop Analytic and needs to be capable to leverage from those.
• Stay updated on industry trends and emerging technologies for potential integration.

Required Qualification, Skills/Abilities:

• Bachelor\xe2\x80\x99s degree (any). Post graduate degree is highly desirable.
• 10+ years in leadership roles, service delivery (preferred), with experience in logistics domain, especially customs.
• Proven ability to lead and inspire diverse teams, fostering high-performance environments.
• Experience in developing and executing delivery strategies aligned with organizational goals.
• Strong record of delivering projects (globally) on time and within budget.
• Excellent communication skills to articulate customs concepts/local regulatory requirements to both customs and non-customs stakeholders.
• Strong analytical and critical thinking skills for effective decision-making.
• Build strong influential skills to identify, to contribute and deliver on synergies between the functions, products and/or countries or service delivery centers.

DHL Global Forwarding, Freight (DGFF) GSC is a Great Place to Work certified organization and a proud recipient of multiple prestigious awards, including Top Employer in India, Top Employer Asia Pacific, and Top Employer Global.

Why Join Our Leadership Team at DHL?

DHL is a purpose driven organization, with presence in more than 220 countries and territories worldwide, and with business units like freight forwarding, courier, contract logistics, and ecommerce. Our scale and our people make DHL the world\xe2\x80\x99s leading logistics company. The leadership at DHL is at the forefront solving problems for our business, our people and our planet, the impact is immense.

DGFF shared service is a captive service center for our freight forwarding division, and is a key partner is delivering value to our countries and our customers. Spread across the regions with 6 centers in Bogota, Budapest, Chengdu, Chennai, Manila, and Mumbai, the shared services unit is the backbone for our freight forwarding business. Leadership is the key enabler along with our people.

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