The position is established as the BSS Customs Team Leader managing specific countries within MNL ISSC Customs for import, Export and Transit files.
This role has a direct reporting line to the Manager of Customs Business Support Services.
Key Tasks & Deliverables:
Operational and Team Management:
· Oversee assigned countries migrated into MNL ISSC Customs team.
· Strategize to drive process optimization, accountability, and ownership
· Monitor team and individual performance and ensure that performance is within expectation (based on defined SLA)
· Provide guidance on process design and optimization
· Propose process changes where needed to drive efficiency and improve execution
· Act as an ambassador of BSS MNL ISSC.
· Prepare and present performance report/s to internal and external stakeholders
· Quality and compliance responsibilities under NDA / attention given to predetermined processes, SOPs
· Work closely with the associates to increase productivity and assist in creating positive working relationships with all stakeholders
· Maintain all areas of Health and Safety relevant to the working environment & staff teams.
· Planning and organization of resources planning and requirements
· Escalation of irregularities to Business Support Services Manager for Customs
· Perform weekly coaching with team leads
· Take the lead to help resolve reoccurring issues
· Drive continuous improvement of the team and related processes.
· Work under the direction of superiors
· Drives completion of tasks and processes within agreed SLA to leaders and members
· Proactively find means to deliver and raise the performance of the teams managed
· Actively engage with relevant Stakeholders and conduct regular touchpoints
Team Leadership & Coaching:
· Create an environment orientated to trust, open communication, creative thinking, and cohesive team effort.
· Motivate and inspire team leaders and members
· Lead by setting a good example (role model) – behavior consistent with words
· Facilitate problem solving and collaboration
· Maintain healthy group dynamics
· Intervene when necessary to aid the group in resolving issues
· Help keep the team focused & on track
· Ensure to meet KPI Targets
· Implementation support (off- / on-site) for the migration of countries under Customs team.
· Resolution of issues on operational level and address employee performance & conduct as needed
Team Leadership & Coaching:
· Create an environment orientated to trust, open communication, creative thinking, and cohesive team effort.
· Motivate and inspire team leaders and members
· Lead by setting a good example (role model) – behavior consistent with words
· Facilitate problem solving and collaboration
· Maintain healthy group dynamics
· Intervene when necessary to aid the group in resolving issues
· Help keep the team focused & on track
· Ensure to meet KPI Targets
· Implementation support (off- / on-site) for the migration of countries under Customs team.
· Resolution of issues on operational level and address employee performance & conduct as needed.
Qualifications:
· Graduate of bachelor's degree or preferably Customs Administration – preferred but not required.
· Strong customs processing background
· Operational Knowledge of Freight Forwarding
· Experience with the use of web-based systems and MS Office in general
· Demonstrates strong leadership being leader of leaders and ability to motivate teams
· Strong analytical and decision-making capabilities
· Strong stakeholder management skills
· Drive customer-centricity mindset
· Strong communication skills
· Ability to adapt to change and in a diverse environment and culture
· Customs work experience, preferred but not a pre-requisite
· Work experience in Shared Service Center or Freight Forwarding