Gateway Operations Manager

Join the Worlds Most International Company!

Are you ready to embark on an exciting journey with a company that has been at the forefront of cross-border express delivery since 1969? At DHL Express, we operate in over 220 countries and territories, making us the most international company in the world. Our mission is to connect people and improve lives across the globe, and we believe that the more people we connect, the better our planet becomes.

Join the DHL Express Family: Where Diversity Thrives!

At DHL Express, we don’t just talk the talk—we walk the walk! As an equal opportunity employer, we are on a mission to create a vibrant, diverse, and inclusive culture that reflects the world we serve. We believe that every individual brings unique talents and perspectives to the table, and that’s what makes our team truly extraordinary.

No Labels, Just Talent! We celebrate differences, whether it’s race, color, gender, sexual orientation, age, ability, marital status, family responsibilities, religion, political beliefs, or national origin. We’re all about breaking down barriers and building bridges—because diversity fuels innovation and drives success!

Overall Role Purpose:

Ensure that recovery, lodgement & sorting activities of the Gateway relating to inbound and outbound shipments are carried out in accordance with network and local service standards.

Accountabilities:

DHL customers on occasional basis

• Provide the prompt shipment lodgement & recovery in accordance with the customer’s specific requirement
• Maintain a clean and fair working environment for all visiting customers in gateway
  
  
  

Local Country Operations Management

• Provide reports and management information as required.
• Organize the structure and resource allocation in accordance with Country Operations Priorities and Goals.
• Provide the administrative information and report to maximize Gateway Operations Capability and Competitiveness.
  
  
  

Gateway Operations Management

• Implement the service standards & procedure in accordance with Operations priorities & KPI
  
  
  

Provide reports and suggest the action plans for service problem between service centres and gateway

Customs/Warehouse/Ground Handling Agents/Airline/ Security Service Providers

▪ Participate in setting up Service Level Agreement to reflect practical requirement comply with GSOP

▪ Implement the efficient/appropriate operations procedure to comply with regulatory rules/policy and achieve DHL service objectives and regional & country target based on the agreed Service Level Agreement

▪ Build-up the good relationship to make DHL the most competitive courier company

DHL Network

▪ Ensure transit time standards and identify non-compliance against gateway operation GSOP

▪ Provide the timely lodgement and recovery to ensure the reliable DHL service quality and transit time target

Gateways & Hubs

▪ Implement the process flow to comply with other Gateways and Hub’s requirement and secure the prompt recovery in the destination

Peer Managers in the Gateway

▪ Maintain good relationships in co-operation with managers for high service levels

▪ Closely communicate and co-operate to achieve the common operations goals and set-up action plans

Gateway staff at all levels

▪ Maintain cooperative relationships and good communications between gateway departments, the local country office and the DHL network.

Gateway Operations Management

• Maintain properly allocated manning resources in accordance with shipment volumes, adequate staff skills levels and a safe working environment.
• Solve problems and take corrective actions as dictated by operational contingencies.
• Evaluate procedures and methods to achieve optimum service and cost performance; participate in Gateway quality policy and initiatives e.g. ISO, GIMS
• Maintain a safe, clean and fair working environment for all employees.
• Manage the security of the facility and operating systems within DHL network security policy; negotiate with contractors and monitors security status of facility.
• Maintain good working relationships with all external parties.
• Ensure day to day running of the physical shipment handling.
• Ensure all inbound & outbound shipments are sorted & loaded according to agreed guidelines to ensure TT standards & cost targets can be met.
• Provide guidance and approve shift-plans, procedural changes, minor operation changes and general organization changes within the function.
  
  
  

Gateway Operations Team Management

• Organise appropriate shifts through Duty Supervisors
• Ensure gateway staff maintains a professional image to both internal & external contacts.
  
  
  

Skills

• Software skills (Word, Excel, PowerPoint, etc.) (preferable)
• Communication skills (English), spoken and written
  
  
  

Competences

Competency segment ‘Business’

Customer Orientation: Is focused on identifying and understanding each customer’s needs. Expresses and acts on desire to assist customers in an efficient and friendly manner.

Planning & Organizing: Sets clear and realistic goals and objectives. Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is structured with good personal organization. Schedules time effectively and uses efficient work methods and tools.

Decision Making: Makes timely and appropriate choices based on accurate analysis and experience. Uses sound judgment even in conditions of uncertainty. Anticipates impact of decisions and plans how to manage risk.

Competency segment ‘Leadership’

Developing People: Facilitates the development of others through personal involvement in coaching, mentoring and sponsorship. Creates an environment that fosters learning, growth and development to improve DHLs capability to achieve the strategic vision.

Building and Leading Teams: Knows the talent* needs of the team. Attracts and develops the people who can meet those needs. Encourages effective cooperation among team members and between teams. Inspires team spirit and the commitment to achieve high standards of performance.

Competency segment ‘Personal’

Influencing: Persuades others of the value of an approach or idea. Gains commitment and support and gets others to willingly take action.

Communication: Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style, tools and mode to the needs of others. Listens attentively, and summarizes or asks questions, when needed, to clarify information.

Commitment to Excel: Challenges self and others to exceed standards and achieve extraordinary results, striving for best in class. Is not easily deterred when obstacles or delays are encountered.

• 5 years operations experience, preferably within transportation or logistics industry, with at ideally 2 years at management level
• Bachelors Degree
• Line Trainer certified

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