Job Summary

Provides operational management and support to ensure efficient and timely pick-up and delivery handling of customer materials and shipments. Ensures compliance with safety, security, regulatory, and company policies, while managing financial and budgetary aspects of the operation.

Key Tasks

Operational Excellence

• Lead and oversee all pick-up and delivery operations to ensure shipments are handled safely, efficiently, and on time, in alignment with DHL standards, government regulations, and customer expectations.

• Lead and oversee daily DHL Express operations across Pickup & Delivery, Terminal Handling, and Customs, ensuring full compliance with GSOP standards, Dangerous Goods (DG) regulations, and all applicable customs and trade requirements.

• Drive operational excellence by monitoring performance, ensuring service quality, and implementing corrective actions where required.

• Ensure full compliance with import/export regulations, customs requirements, duties, and tariffs.

• Take ownership of overall Service Center performance, proactively addressing challenges and continuously improving operational effectiveness.

• Develop, implement, and maintain policies and procedures that support safe, efficient, and compliant operations.

Planning, Reporting, and Financial Management

• Contribute to the development and execution of operational plans and budgets aligned with organizational goals.

• Monitor financial and operational performance, preparing productivity, efficiency, and performance reports to support data-driven decision-making.

• Ensure company assets, including the vehicle fleet, are maintained both mechanically and administratively to the highest standards.

Performance Monitoring & Continuous Improvement

• Analyze key performance indicators (KPIs) to assess operational efficiency and identify improvement opportunities.

• Design and implement strategies to optimize processes, reduce costs, and enhance service quality.

• Champion best practices and continuous improvement initiatives to drive operational excellence and customer satisfaction.

Safety, Security, and Risk Management

• Enforce all safety and security protocols, fostering a culture of accountability and care for people, assets, and shipments.

• Conduct regular risk assessments and implement corrective actions to mitigate operational, safety, and security risks.

• Ensure compliance with local and international safety and security standards at all times.

People Leadership & Development

• Lead, motivate, and inspire teams to achieve peak productivity, performance, and engagement.

• Hire, coach, train, and develop employees, building a high-performing and customer-focused workforce.

• Facilitate internal training programs and support professional growth across the team.

• Perform additional job-related duties as assigned by the Country Manager.

Skills and Qualifications

Education & Experience

• Bachelor’s degree in Engineering required; Master’s degree (MBA or MSc.) in Logistics, Project Management, or a related field preferred.

• Minimum of 6 years of progressive experience in express logistics or a similar operational environment.

• Degree in Business Management is an advantage

Certifications (Preferred)

• Six Sigma / DMAIC

• IATA Dangerous Goods (CAT 4 & 5)

• TAPA, IATA

• Project Management (PMP or Prince II)

• Fire Safety and First Aid / CPR

Competencies

• Strong customer focus with solid business acumen and influencing skills.

• Fluent in French and English (written and spoken)

• Proven leadership ability to drive team performance and operational results.

• Excellent analytical, problem-solving, and decision-making skills.

• Clear, confident written and verbal communication skills.

• Strong interpersonal skills with the ability to collaborate across functions.

• In-depth knowledge of shipment clearance, delivery processes, and regulatory requirements is a strong advantage.

• Ability to perform effectively under pressure in a dynamic, time-sensitive environment.