Job Description

Join our dynamic leadership team at DHL Global Forwarding, Freight (DGFF) GSC - Global Service Centre!
Job Title: Service Delivery Head - Customs
Job Location: Chennai
Are you dynamic and results-oriented with a passion for logistics? Join our high-performing Global Shared Services Team (GSC) at DHL Global Forwarding, Freight (DGFF); a Great Place to Work certified organization and one of the "Top 20 most admired Shared Services Organizations in 2025" by the independent global Shared Services & Outsourcing Network (SSON).
We are the captive Shared Service Provider for DHL Global Forwarding and DHL Freight (DGFF). We are an organization of more than 5,200 colleagues complemented by approximately 400+ virtual FTE (i.e., bots applied in process automation). Our colleagues are based across six service delivery centers in Mumbai, Chennai, Chengdu, Manila, Bogota & Budapest. You will interact with people from all over the world and get the chance to a truly international organization.
In this role you will - Strategically and operationally lead, develop and control the business and operations of the Customs Service Line for Chennai location, to achieve short term and long-term objectives encompassing increasing of the value been provided, to ensure operational resiliency and to maximize the effectiveness and efficiency of the services been provided in accordance with the SLAs.
The role reports into Centre Head and has dotted line reporting to Customs Service Line Lead. Is member of the Senior Management Team GSC Chennai.
Key Responsibilities:

• Responsible for the management of day-to-day operations of the process and ensure adherence to processes, systems and schedules to drive service excellence, quality, productivity and maximize value add opportunities for our Business Partners.
• Manage relationships and partnerships with Business Partners, key stakeholders, and larger business teams across 90+ countries, overseeing a workforce of more than 200+ employees.
• Oversee service delivery for Customs service lines and be responsible for SLA commitments of Chennai Center.
• Function as the contact point for escalated customer complaints and handle such cases effectively and professionally, exhibiting proactivity and responsiveness to customer issues.
• Provide subject matter expertise to DGFF business partner and countries on opportunities for process improvements and best practices.
• Identify potential risks in service delivery processes and implement risk mitigation strategies.
• Responsible for co-ordination and flow of information with other departments (interfaces).
• Collaborate with cross-functional teams to streamline end-to-end service delivery.
• Manage productivity of the service lines, leveraging automation capabilities of GSC.
• Evaluate, implement and manage all operational systems provided by DGF Group companies to ensure they are implemented effectively and utilized correctly on an on-going basis.
• Reviews SLA's with countries on a periodic basis.
• Ensure continued control over all operational functions through regular monitoring, and frequent meetings with all staff and Managers.
• Develop a highly motivated and engaged workforce and provide them with robust career paths within the GSC and/or across DGFF/DHL Group.
• Organize appropriate shifts and staffing levels to meet business requirements.

Stakeholder Management:

• Establishes long-term relationships and alliances with strategic internal and external business partners, stakeholders, third parties and the captive and non-captive BPO/Shared Service Industry.
• Builds and develops comprehensive understanding of Business Partner requirements, competitor activities and market trends to influence direction of major projects.
• Develops strong, trusting cross-functional relationships within GSC and DGFF senior business leaders.
• Champions cooperation and partnership to provide integrated solutions to problems.

Management Responsibility:

• Operational people manager of local team of 200+ FTEs (operational and disciplinary management), with 3-4 direct report.
• Accountable to lead local service delivery team.

Required Qualification, Skills/Abilities:

• Graduate (Bachelor's degree from a recognized University in any discipline). Management Qualification (preferable).
• Minimum 7 years in leadership roles, Customs service delivery (preferred), with experience in logistics domain.
• Proven ability to lead and inspire diverse teams, fostering high-performance environments.
• Experience in developing and executing delivery strategies aligned with organizational goals.
• Project Management skills. Strong record of delivering projects on time and within budget.
• Excellent communication skills to articulate thoughts to 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's 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.
#LI-GSC

Skills Required