Head of Airfreight Operations & Control Towers Middle...

Head of Airfreight Operations & Control Towers Middle East & Africa

Would you like to be part of the most international company in the world? A company operating in more than 220 countries worldwide and has been pioneering cross-border express shipping since 1969. Would you like to be part of a business that connects people across the globe and want to make a difference? Then waste no time and join our amazing team at DHL Group. DHL Global Forwarding, Freight (DGFF) is the Group's air, ocean, and road freight specialist. We offer standardized transport as well as highly specialized end-to-end solutions to customers in a wide range of industries globally.

DHL Global Forwarding UAE has an opening for a Head of Airfreight Operations & Control Towers Middle East & Africa where you will be responsible for overseeing airfreight operations management and control tower functions in the region. This role requires a strategic leader with a proven track record in driving operational excellence, implementing innovative solutions, fostering a culture of continuous improvement, customer satisfaction, high performance, and ensuring safe and compliant handling of Goods (Export Control, Dangerous Goods, etc). The person will be adept at managing large teams (matrix organization), optimizing processes, and ensuring compliance while developing strong relationships with key stakeholders. Join us now in connecting people and improving lives.

In this Head of Airfreight Operations & Control Towers Middle East & Africa position

• You will oversee and manage airfreight operations across MEA region, ensuring compliance with systems, processes, and training to achieve high performance in productivity, quality, efficiency, and customer satisfaction.
• You will drive global and regional initiatives to optimize system usage and process efficiency.
• You will ensure the effective implementation and compliance with CW1 TMS and other relevant systems.
• You will ensure the optimization of the GSC offshoring and management; Lead GSC task handover projects for the country.
• You will manage and support internal and external audits, including ISO and internal focus topic audits.
• You will implement productivity improvements and optimize operational accounting practices.
• You will create, document, and implement efficient operation processes that enhance productivity.
• You will develop and manage MEA Control Towers and/or OKAMs (Operation Key Account Manager), establishing global standards for processes, service offerings, SOPs, profitability, reporting and data analytics.
• You will ensure self-sustainability and full cost recovery from Control Tower and/or OKAM services.
• You will act as an escalation point for control tower and/or OKAM issues and customer complaints.
• You will coordinate and manage projects focused on improving DGF Airfreight IT Solutions.
• You will lead and develop a knowledgeable and engaged team of airfreight and Operation experts.
• You will ensure that AFR Operations community is well informed and trained on latest systems / process updates, through correct communication channels.
• You will provide coaching and training to improve the skills and knowledge of the operations team.
• You will foster a positive work environment, motivating teams to achieve extraordinary results.
• You will develop effective communication channels and promote a culture of collaboration and continuous improvement.
• You will maintain strong relationships with business stakeholders, including PCM, ACC, GSC, BPO/IT and customers.
• You will oversee country operations, ultimately ensuring we provide a consistently high level of service to our customers, taking corrective actions in case of deviation.
• You will support sales, business development and account management activities, including RFQs, bids and customer implementations.
• You will engage with clients on business reviews and manage relationships with key stakeholders at global, regional, and country levels.
• You will develop and execute a regional strategy to support the global airfreight strategy.
• You will implement policies and programs to promote and sustain standardization of business practices.
• You will introduce and maintain quality control measures to achieve consistent service excellence.
• You will ensure successful implementation of all new business to the highest standards, in accordance with agreed SLAs and SOPs and ensure each displays clear evidence of a project management approach.
• You will conduct regular performance dialogues and reviews to ensure the highest standards are met in accordance with SLAs and SOPs.
• You will ensure operational compliance and governance with all standard DHL policies and relevant regulations.

Now, here’s what we need from you

• 8+ years of solid and proven background in transportation / freight forwarding / CW1 super user.
• 1-2 years’ experience in a leadership role with delegates reporting to them.
• 2 years of experience directly related to the duties and responsibilities specified.
• Qualification in Logistics or Business desirable.
• Strong Airfreight knowledge.
• Advanced project management skills. Expertise in continuous improvement (6 sigma), problem solving and change management methodologies.
• Strong leadership, conflict management, coaching, people development and team player.
• Negotiation, mitigation, and arbitration skills.
• Financial acumen with P&L ownership experience.
• Relevant experience in sales, business development and logistics.
• Expert in Governance procedures (Export control, Dangerous Goods, etc).
• Excellent MS Office & technical skills.
• Strong administrative skills.

We offer:

• Opportunities in a global company where you can contribute your ideas and skills to move towards our shared goals.
• Possible further career development.
• Competitive salary.

Why join DHL Global Forwarding?

We are part of DHL Group, the world’s leading logistics provider with operations in over 220 countries. Our TOP EMPLOYER prestigious certification attests to our best-in-class efforts to attract and retain talent by fostering a positive work environment and encouraging personal and professional development among employees. The development of talented women in our organization will be a focus for us and an important part of our DGF Strategy 2025.

We aspire to become the undisputed leader in our industry, when people think of forwarding; we want them to think DGF because we have:

• The largest global network with more than ~30,000 passionate employees.
• The most efficient processes and fastest response times.
• The best solutions and best customer service.

Our Vision: The Logistics Company for the World.

Our Mission: Excellence. Simply Delivered.

Our Purpose: Connecting People, improving lives.

Our Values: Respect & Results.

Our Goals: Employer, Provider, and Investment of Choice, Living Responsibility.

DHL Global Forwarding is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.