Job Description

Schedule: Full-time Shift: Standard Organizational Background Information

Role Title Gateway Operations Supervisor

Corporate Division Express

Business Division Network Operations

Business Unit Morocco Operations

Department Gateway Operations

Location Casablanca Gateway

Job Purpose Lead a team of Team Leaders and operations agents to consistently meet service standards and performance with a Safety First mind-set. Provide support to the Gateway Manager by implementing strategies to ensure improvement in both service and transit time performance.

Band L

Reports to Gateway Operations Manager Key Accountabilities

Accountabilities Measurement Criteria/KPIs

Main Accountabilities Gateway Operations Manager Support and assist the Gateway Operations Manager to look for improvement and enhancement of the process flow, facilities and equipment in order to handle continuous business growth and customers' needs

Customers Provide high quality services and maintain performance on all level of operation activities in order to meet customers' needs

Prompt react to any customer inquiries and ensuring all issues and problems are well addressed and solved

Service Centre & GTW TL/SPVR/MGRS Co-ordinate with other TLs, supervisors and Managers in other Service Centres and Gateways on all matters in relation to the operations especially in meeting the cut-off times and transportation arrangement to catch delivery cycle and flight departure

Operations Management Coordinate shift operations to meet operational demands at a high service quality

Respond accurately and make prompt and effective decisions to address any issues encountered during the shift operation

Meet with other Managers/supervisors & TL to discuss and determine field requirements and resource allocations

Monitor escalations, initiates follow-up action, provide detailed handover to the other Manager/Supervisors/TL

Monitor operations to ensure service procedures and performance standards are met and have been implemented

Ensure close communication and co-ordination between different functions as a result to maintain the operation efficiency

Responsible for maintaining the FTE expenses as a result to optimum the usage of the workforce

Regularly coordinate equipment checks to initiate proactive maintenance in cases of potential failure

Gateway Team Management Ensure employees in the Gateway are trained and developed to meet business and succession needs.

Ensure that adequate coverage for the employees to attend training is planned and in place, in conjunction with Human Resources and Line Trainers

Safety Management Oversee Gateway safety practices to ensure policies and business needs are met.

Security Management Oversee Gateway security practices to ensure policies and business needs are met.

Meet all country OPS KPIs and mainly those related to the Gateway operations OTD, COA, MS, OH, ...

Ensure all shipments are being processed within network standards

Ensure all inquiries and services requests from DHL customers are handled on time with high quality standards

Harmonised working environment and relationship

Market leading Transit Time, Data Quality and Service Performance

Meet costs target whilst maintaining high service quality and performance

Provide safe and comfort working environment

Daily PD's

Checklists completed

Training Matrix

Safety First Conversations

Security processes are met

Finance & Projects

Participate in projects as required

Projects delivered on time

Work Health & Safety Managers and supervisors who supervise staff are responsible for their health and safety. Managers and Supervisors are responsible for ensuring:

As far as reasonably practicable the health & safety and welfare of workers under their direction or control.

As far as reasonably practicable the health and safety of others who may be present in the workplace such as customers, visitors, and clients. That all regulations, procedures and safe work practices are enforced followed at all times.

That workers have relevant information, instruction and training to enable them to complete the planned activities in a safe manner

Implement and monitor compliance of workplace health and safety policies, procedures and safety rules in their area of control

Provide adequate supervision

Identify eliminate or control hazards and risk in your work areas as per the hazard reporting and risk management procedures.

LTIFR

Audits

People - Management

Develop a culture of quality, service excellence (for internal customers), flexibility and cost consciousness.

Develop a team spirit and multitasking capabilities within the team.

Plan, organise and direct an efficient and effective function.

Develop IKOs/KPIs with team members and monitor individual performance.

Conduct performance appraisal, including coaching

Manage the allocation of appropriate resources and commitment of staff to the achievement of Global, Regional and Country objectives and targets.

Identify training needs and opportunities to develop a highly skilled functional department. Availability of required skills with excellent understanding of business.

Optimum utilization of resources.

Positive 'can do' attitude.

Influence evidences throughout organization.

Unplanned staff turnover.

Employee development.

Succession planning. Employee accountability and performance.

Quality & Environment Comply with reasonable instructions from DHL to maintain ISO 9001 and 14001 certifications

Co-operate with policies, procedures and instructions relating to ISO 9001 and 14001 standards

Report threats or opportunities related to our Quality or Environment Policies to your supervisor or manager on duty.

Attend Quality 9001 and Environment 14001 training as directed by DHL

Participate in External and Internal Audits for ISO Quality 9001 and Environment 14001 Audits Global SOP adherence

Functional Competencies

Functional Competencies

Attributes

BEING RESULTS ORIENTED Create inspiring strategies and achievable goals. Get done what has to be done. Great leaders identify what they want to achieve and what the result should be. They think before they leap, and know where they will land when they do. The desired result is always clearly formulated and communicated, and those who deliver are provided with the tools and support they need.

LEVERAGING STRENGTHS Get better where you're already good. Great leaders don't waste their - or their organizations' - energy on trying to be "okay" in everything; they understand that to set yourself apart, you need to build especially on your strengths and the strengths of your people. That's what will make you, your people and our company unique. That's what differentiates us from the competition.

PROVIDING PURPOSE Make work meaningful. We connect people, improving lives. This is a powerful message that can fill everyone with pride. Great leaders communicate our company's purpose to their people and translate what it means for their work. Explain why something needs to be done so that everyone can contribute.

HAVING AND CREATING TRUST Trust holds everything together! You can't control everything, you have to trust your team. Trust reduces uncertainty, strengthens stability and creates a sense of community. Give people your trust and you give them responsibility. That increases both motivation and discipline to do things Right 1st Time. Be open and honest, welcome critical questions and don't stigmatize mistakes. If trust is lost, reach out and win it back.

FOCUSING ON CLEAR PRIORITIES Do the important stuff first. Stop the rest. Like we should work on our strengths rather than our weaknesses, focusing on priorities rather than on everything creates a much bigger impact. Don't get distracted by the multitude of possible things you could do, but carefully reduce them to those you can successfully execute.

BEING POSITIVE ABOUT CHALLENGES, UNCERTAINTY & CHANGE Turn roadblocks into stepping stones. You can't predict everything. Challenges suddenly arise, risks need to be taken. Great leaders can deal with uncertainty by recognizing the positive side of change, by having the courage to go new ways and to leave their comfort zone - and they encourage this among their people, too!

Change before you have to

Functional Competencies Competency Required Level Competency Description

Leadership Advanced Ability to lead and Motivate TL/Agents and medium/large teams

Communication Intermediate/ advance Influencing style (written & verbal) of communication for both internal and external

Project Management Intermediate Ability to manage a project from conception to completion

Technology Intermediate Ability to use different online portals/DHL systems and Microsoft Office,

Organisation skills Advanced Planning, resource allocation, delegation to achieve KPI's

Functional knowledge Intermediate/ Advanced Good working knowledge to maximize the effectiveness of the gateway

Business knowledge Intermediate Understanding of the environment, pressures and needs is required for this role to be a success

Team Work Advanced Work with others toward a shared goal, participating actively, sharing responsibility and rewards, and contributing to the capability of the team. Leaders with this skill empathise and create an atmosphere of respect, helpfulness, and cooperation. Expected years of experience Intermediate GTW operations Experience is desirable Educational Qualifications Intermediate Bac+3 minimum