Team Lead - Operational Services, Ocean & Air Freight

This position is established for managing account related activities for Corporate, Ocean & Air Freight to achieve agreed service levels that includes:

• Rule based working along global standards


• Readiness of mind, concentrated/accurate/reliable mode of operation (functioning)


• Daily complexity tasks handing independently

• Deep dive into existing problems and identify the root causes and addressing it

Key Tasks & Deliverables

Operational and Team Management:

1. Oversee assigned Control Towers tasks   


2. Strategize to drive process optimization, accountability, and ownership 


3. Monitor team and individual performance and ensure that performance is within expectation (based on defined SLA)


4. Understand control Tower tasks and how this impacts the overall business


5. Propose process changes where needed to drive efficiency and improve execution


6. Act as an ambassador of BSS MNL ISSC.


7. Prepare and present performance report to internal and external stakeholders


8. Quality and compliance responsibilities under NDA / attention given to predetermined processes, SOPs


9. Work closely with associates and specialist to increase productivity and assist in creating positive working relationships with all stakeholders


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


11. Planning and organization of resources planning and requirements


12. Escalation of irregularities to Business Support Services Manager


13. Perform weekly coaching with associates and specialists


14. Take the lead to help resolve reoccurring issues


15. Drive continuous improvement of the team and related processes.


16. Work under the direction of superiors


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


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


19. Actively engage with relevant Stakeholders and conduct regular touchpoints

Team Leadership & Coaching:

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


21. Motivate and inspire team members


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


23. Facilitate problem solving and collaboration


24. Maintain healthy group dynamics


25. Intervene when necessary to aid the group in resolving issues


26. Help keep the team focused & on track


27. Ensure to meet KPI Targets


28. Implementation support (off- / on-site) for the migration of accounts under Control Tower function


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

Function - / Market & Industry knowledge / Business Acumen / Process working

• Graduate or bachelor's degree (any course)


• Operational Knowledge of Freight Forwarding (All ship modes), SCM, Logistics


• Knowledge of continuous improvement methodology


• Experience with the use of web-based systems and MS Office in general


• Intermediate or advanced excel skills is required

Skills & Competencies

• Demonstrates strong leadership being leader of leaders and ability to motivate teams


• Analytical and decision-making capabilities


• Strong stakeholder management skills


• Strong communication skills


• Ability to adapt to change and in a diverse environment and culture

• Ability to work under pressure and foster resilience

      Educational background / Work experience

• Commercial / forwarding business education or work experience


• Work experience in Shared Service Center or Freight Forwarding

      Language skills

• Fluent in English is mandatory (written and spoken)


• Local language

Computer Literacy

• Good Know How in MS-Office applications 


• Good Know How in web-based applications / Internet


• Knowledge in Supply Chain Applications is a plus


• Intermediate Excel Skills

Decision Making Authority

• Self-organization of the own working space and the tasks assigned under the operational requirements


• Responsible delegating of various tasks within the area of responsibility