Title: Team Leader (AFR-OFR Ops) Location: GSC BOG Join DHL Global Forwarding’s Global Shared Services Center (GSC BOG) as a Team Leader for Air and Ocean Freight operations. You will play a critical role in overseeing the performance and development of a dynamic team of Associates and Specialists, ensuring process excellence, operational efficiency, and outstanding service delivery for our global stakeholders. Key Responsibilities: Team Leadership & Performance: - Lead a team of specialists and associate agents, fostering a culture of operational excellence, respect, and accountability. - Provide continuous coaching, feedback, and performance reviews to ensure professional development and goal alignment. - Ensure high levels of service quality, accuracy, and timeliness across all operational tasks. Process & Quality Management: - Monitor and ensure adherence to defined processes and quality standards in line with SLAs and KPIs. - Implement corrective actions where performance gaps are identified, using root cause analysis and structured problem-solving. Stakeholder Collaboration: - Maintain strong relationships with Process Owners, Business Partners, and global stakeholders. - Participate in regular reviews, business alignment meetings, and improvement initiatives. Program Governance & Optimization: - Define processes, documentation (Toolkits), KPIs (SMART), and roles in collaboration with OpEx and Transition teams. - Identify continuous improvement opportunities based on business needs and drive their implementation. - Analyze and report program utilization, resource capacity, and productivity metrics. Operational Excellence & Reporting: - Ensure accuracy and proper usage of GSConnect and other internal systems. - Contribute to knowledge management by updating SOPs and best practices. Skills / Requirements: