The Team Leader is responsible for ensuring the delivery of the highest quality service across all migrated processes. He/She supports management in achieving established KPIs, service targets, and client requirements while ensuring the accurate, timely, and independent resolution of incidents, complaints, and process-related issues within the assigned scope.

The Team Leader is accountable for maintaining standardized and compliant operations in accordance with approved procedures, policies, and the organization's operating rhythm. This includes driving process consistency, identifying improvement opportunities, and ensuring adherence to governance and control requirements.

A key responsibility of the role is the development and engagement of team members through continuous coaching, mentoring, and performance management. The Team Leader is expected to foster a culture of accountability, collaboration, and continuous improvement.

Key Tasks & Deliverables

1. Accountable for achieving team KPIs and ensuring all processes are performed in compliance with approved Service Level Agreements (SLAs), standard operating procedures (SOPs), and customer requirements.
2. Support Supervisors and Managers in achieving operational objectives, productivity targets, quality standards, and overall business goals.
3. Identify opportunities for process improvement and recommend enhancements to SOPs, workflows, and customer instruction management to improve efficiency, compliance, and service delivery.
4. Investigate, report, and coordinate the resolution of operational irregularities, incidents, and exceptions in accordance with established procedures while handling first-level escalations.
5. Escalate critical operational, customer, or compliance issues to the appropriate stakeholders when required.
6. Drive team performance, engagement, and capability development through regular coaching, mentoring, feedback, and development planning.
7. Conduct regular team meetings, daily huddles, and operational reviews to ensure process alignment, knowledge sharing, and timely resolution of service or performance issues.
8. Monitor operational performance and facilitate regular business reviews with stakeholders and customers, ensuring timely and accurate reporting of service metrics.
9. Address employee performance concerns and partner with P&O Business Partner, when necessary, to implement appropriate performance management actions.
10. Support onboarding, implementation activities, knowledge transfer sessions, and training of new team members to ensure business continuity and process readiness.
11. Actively participate in continuous improvement initiatives, including 5S, Maturity Matrix assessments, audits, process reviews, and other operational excellence programs.
12. Promote and demonstrate DSV values, behaviors, and organizational culture in all aspects of work and leadership.
13. Serve as a DSV ambassador by providing guidance, support, and expertise to team members and stakeholders.
14. Take ownership of personal and professional development in accordance with DSV's performance management and career development framework.
15. Execute assigned responsibilities and comply with organizational policies, procedures, instructions, and management directives.
16. Support DSV's Quality, Health, Safety, and Environment (QHSE) objectives by adhering to Integrated Management System (IMS) requirements and company policies.
17. Demonstrate flexibility and teamwork by supporting other teams, functions, or operating schedules as required by business needs.
18. Build strong partnerships with DSV branches, customers, and internal stakeholders, ensuring service accuracy, issue resolution, and compliance with internal regulations.
19. Perform all duties in a professional manner, ensuring compliance with company policies, procedures, governance requirements, and organizational standards.

Leadership Expectations

20. Foster a culture of accountability, collaboration, customer focus, and continuous improvement.
21. Ensure operational excellence through proactive performance management and process governance.
22. Drive employee engagement, knowledge sharing, and capability development within the team.
23. Maintain strong stakeholder relationships and contribute to the overall success of the organization through effective leadership and execution.

Education and Skills

• 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 (GBS and Local Teams)