Position:  

BSS Control Tower Team Leader - RMT 

Department / Location: 

MNL ISSC - Business Support Services Control Tower 

Line Reporting: 

Business Support Services CT Manager/Supervisor 

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.  

Key Tasks & Deliverables  

• 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 regular team meetings and daily huddles to ensure alignment with process understanding, adherence to SOPs, and immediate correction of any non-compliance with SLAs. Foster a collaborative environment to address any issues in real-time.
• Facilitate performance review calls with stakeholders to present performance reports. Ensure that performance metrics are reviewed on time, and any gaps are addressed with actionable steps
• Proactively address performance issues and escalate to Human Resources when necessary for any disciplinary action or intervention. 
• 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 2nd level Escalations
• Perform proper escalation when necessary.
• Facilitate the onboarding and training process for new team members, ensuring they understand their roles, responsibilities, and how to handle all aspects of their tasks. Provide support during the training period to ensure their success in the role.
• Actively participate in projects aimed at improving processes, such as 5S, Maturity Matrix, and pre-audits with the team. Provide input and recommendations to enhance operational efficiency and ensure smooth workflow. 
• 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 

• A Bachelor’s Degree in Business, Logistics, Supply Chain Management, or a related field is required. 

• Freight-Forwarding / Logistics Education is an advantage, as it provides a strong foundation for managing the team’s operations and understanding the logistics processes. 

• For Rate management Leader: A background in Sales or Business Administration is an advantage, particularly for roles requiring strong commercial and client relationship management skills. 

• Proven ability to lead and manage teams effectively, ensuring alignment with organizational goals, and motivating team members to meet KPIs and achieve high performance. 

• Excellent communication skills, both written and verbal, to facilitate smooth interactions with team members, stakeholders, and clients. Capable of presenting complex ideas and performance data clearly 

• Freight-forwarding / logistics education is an advantage. 

• Exposure on Tender / Rates management, Sales and Commercial process 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 to grasp new concepts and systems, with a keen attention to detail and the ability to focus on tasks to ensure efficient and effective operations. 

• Capable of conducting training sessions, mentoring new hires, and supporting team development to ensure that team members perform at their highest potential. 

• Ability to identify issues, analyze situations, and make datadriven decisions to resolve challenges effectively and promptly. 

• Skilled in managing complex tasks and effectively handling escalations, ensuring problems are addressed promptly and thoroughly. 

• Ability to adapt to changing business needs, working hours, and team structures.  

• Flexible in managing different roles or requirements as needed Openness and flexibility in meeting customer demands / service attitude 

• Ability to cooperate with various units in DSV (ISSC and Local Teams) 

HR Recruitment Specialist: Aaron Carreon