Lead daily FCT operations to ensure timely shipment execution, milestone accuracy, and service performance across assigned lanes/countries.
Proactively monitor shipments in real time, identify delays, and intervene with carriers, customers, and internal teams.
Ensure compliance with agreed SOPs, SLAs, KPIs, and customer requirements.
Update and adjust SOPs according to customer needs.
Oversee the availability and accuracy of documents (POD, HAWB/MAWB, invoices, permits) and work with carriers to resolve gaps.
Able to accommodate occasional ad‑hoc meetings with stakeholders across different time zones (e.g., AU, NZ, EMEA), though this is not expected to occur frequently.
Carrier & Stakeholder Coordination
Serve as the single point of contact (SPOC) for day‑to‑day operations between customers, carriers, and internal DHL functions.
Manage escalations related to service deviations or urgent operational support.
Conduct regular service reviews and performance discussions with carriers and internal stakeholders.
Exception & Performance Management
Lead hyper‑care for high‑priority shipments, customer escalations, and time‑critical events.
Communicate shipment updates, exceptions, and recovery plans promptly to customers.
Support business continuity scenarios by providing regular updates until resolution.
Drive root cause analysis (RCA) and ensure implementation of corrective/preventive actions (CAPA).
Reporting & Data Integrity
Ensure accuracy of shipment milestones, ETA updates, and overall data quality in FCT platforms, dashboards, and reports.
Validate and align cost‑savings initiatives, service metrics, and performance reports with customers and internal teams.
Provide operational insights to support reporting and decision‑
Governance & Continuous Improvement
Support regional governance of FCT processes, reporting cadence, and operational standards.
Identify opportunities to optimize workflows and enhance customer value.
Lead or support MBR/QBR reviews, customer calls, and continuous improvement initiatives.
Team Leadership
Lead and mentor the FCT team to ensure high performance and operational discipline.
Manage shift schedules, workload allocation, and skill development.
Foster a culture of accountability, customer focus, and continuous learning.
Qualifications & Requirements
Bachelor's degree in Supply Chain, Logistics, Business, or related field (or equivalent experience).
Minimum 5 years experience in freight forwarding, logistics operations, control tower, or transportation management.
Strong understanding of international shipping (air, ocean), Incoterms, and carrier operations.
Experience in customer‑facing roles with strong stakeholder management skills.
Proficiency in Excel/PowerBI and data‑driven reporting; Visio is a plus.
