Job Description

YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.

Would you like to become part of the world's most international company in the world?


A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.


Join our team and discover how an international network that's focused on service, quality and sustainability, is able to connect people and improve lives through the power of global trade. And not just for our customers, but for every member of our team too. To learn more about our culture, motivated people and our purpose, please visit www.dpdhl.jobs/express

ABOUT THE ROLE:

Manage gateways operations by developing and executing strategic plans and tactical initiatives that drive continuous improvement in service quality and transit time performance, while maintaining cost efficiency and fostering employees engagement through proactive leadership.


Lead transportation activities, including international and domestic air uplift, as well as domestic trunking, shuttling, and direct PUD routes, ensuring alignment with network service objectives and adherence to cost-effective standards.


Oversee the customs interface within DHL's shipping processes, ensuring seamless compliance and contributing to superior customer satisfaction.


In collaboration with the Regional Customs Strategy and local Operations Customs Strategy, implement policies and programs that guarantee DHL's full compliance with Moroccan customs laws, regulations, and practices.


Build and strengthen relationships with National Customs authorities and all the other regulatory bodies to support operational excellence and compliance.


Oversee gateway security practices to ensure compliance with DHL security policies and alignment with business needs. Implement and monitor security measures to safeguard personnel, assets, and shipments.

YOUR TASKS:

Manage and develop all Gateways activities within DHL Morocco Communicate and forward strategic and essential information to all employees. Adapt and develop the business within the frame of the ongoing changes in the rules and regulations of Moroccan Customs & authorities. Create a positive workplace - a First Choice for employees, a workplace where employees feel that good performance is valuated, where you get encouraged and a chance to develop. Assure that employees are aware about our goals and make sure every individual knows how to contribute. Keep track of KPIs and productivity and use this information to develop our business in regard to improve service quality and productivity. Daily promote safe working and always be a role model ensuring that safety is our priority no 1 at all times. Proactively work and always strive to ensure the highest possible safety standards in driving a proactive Safety Culture. Be responsible to follow and conduct the work environment responsibility according to your work environment delegation All KPIs in the Gateway Scorecard Primary KPIs (COA, BOS / BOS index, TT SC&NC, Diff TT SC/NC, OTD, Unman etc... Productivity and all other supported KPI's EOS Staff turn-over, Staff sickness rate. Performance Dialogues. Abandoned shipments effective clearing


Key activities



Overall goals / Typical measures





Customer


External

Internal

Customers

Develop initiatives and partnerships that will ensure DHL provides market-leading Gateway service relative to our cost position.

Provide necessary support on Customs & Regulatory matters to our DHL customers to ensure their compliance with customs regulations and laws to make their shipments get cleared with minimum delays. Provide competitive clearance service that will give DHL's customers a competitive advantage when they make use of DHL's customs clearance services

Provide total best in class express service and solutions to local and global customers to ensure their requirements are met according to pre-agreed performance levels in line with our network standards. Deliver to customers the information and/or the solution that is based on their business requirements & cost models and ensure all solutions are within all DHL Global policies and procedures and to Customer specification. Provide all Customers with accurate DHL business information to ensure timely and effective implementation of DHL service to their business model.

Recommend logistic strategies for complete end to end solutions.

Understand customers' need and ensure proposed solutions is implemented as per agreed timeline and service level target.

Head of Operations

Provide expertise in developing Gateway management and strategies to be consistent with ground operations strategies

Operations Management

Work closely with the Operations Management team to identify, develop and prioritise initiatives that will improve the quality of service to DHL customers, inbound / outbound transit time and the overall cost position. Improve all KPIs related to Gateways functional departments
(GTWs Scorecard)





Stakeholder


External

Internal


Regulatory authorities


Represent DHL interests at all levels of Customs & Regulatory administration with professionalism and integrity.

Act as the company representative in discussions & negotiations with customs authorities, Airport authorities and any other border agency or any industry association.

Present initiatives to and actively lobby Government and other regulatory authorities to facilitate the customs clearance process and any DHL interest linked to our Gateways activities.

Work closely with the local Customs and DHL network Regulatory Affairs reps to develop regional / country strategies and tactics

Airlines


Negotiate most advantageous unit linehaul rates for DHL by taking advantage of local and regional purchasing power and influence.

Freight forwarders & agents, trucking contractors


Negotiate most advantageous unit linehaul rates for DHL by taking advantage of local and regional purchasing power and influence.

Develop a detailed understanding and analysis of DHL's competitor's network and gateway capabilities in country to ensure our performance is consistently ahead of the competition

Cargo Terminal Operators / Ground Handling Agents

Negotiate most advantageous service and ensure our performance is consistently ahead of the competition

Suppliers, Contractors and Vendors:

Liaise to utilize any needed resources and support eventually to gain competitive edges in terms of costs and services

Country Management Team

Provide any support needed from country SMTs and update any progress on primary gateway initiatives
Gateways and Service Centres


Coordinate trucking links between gateways and local country operations Service centres. To identify cost per kilo reduction initiatives

Network Operations

Support and manage regional and area initiatives for network planning, routing, data and costing expertise Manage and coordinate commercial air linehaul flights and ensure capacity and carrier service reviews for performance are in place

Network Gateways and Hubs

Liaise in operations including export/import and transit, develop gateway contingency plans Service recovery report

Incidents of non-compliance

Penalties of fines incurred

GSOP compliance

Network ops KPI compliance




Process

Security Management

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

Sales Support:


Support the business acquisition process and provide after sales support as required in order to achieve revenue and profitability targets Work with the Sales groups to advise customers on customs / trade regulations and with country operations management to streamline clearance activity and lower cost. Liaise with Commercial to develop strategic solutions for key accounts and / or new markets.

Support Commercial department with high level and strategic customer meetings where required.

Customer Service


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

Gateway Team Management

Ensure employees in Gateways are trained and developed to meet business and succession needs and ensure that adequate manpower is planned and in place, in conjunction with Human Resources and Line Trainers

Gateway Operations Management

Develop the Gateway component of Annual Operating plans in tandem with the Network Operations strategies and ensure implementation of the plan.

Maintain and drive a high DHL profile often within a difficult regulatory environment.

Perform management tasks with due regard to budgetary targets, service/ productivity levels and cost controls.

Ensure the country Gateways are managed within cost targets and seek means by which to manage costs whilst maintaining / improving service and productivity levels.

Provide leadership aligned with company strategy and deliver exceptional operational performance.

Customs and Regulatory Affairs Management


Implement a sound customs strategy with programs and projects developed in line with the key aspirations of improved clearance performance and reduced cost.

Identify opportunities, both internal and external and recommend initiatives that will facilitate the customs clearance process.

Ensure that DHL meets/improves upon its Gateway Customs, regulatory and environmental obligations while actively leading initiatives to remove trade impediments.

Conduct regular audits of clearance performance to ensure compliance to network standards and achievement of the best-cost position.

Identify opportunities and impediments in the areas of International trade facilitation, export incentive schemes, trade and policy development and bilateral and multilateral country agreements and work with country management to implement solutions.

Ensure DHL customs processes are in compliance with all local laws, regulations & practices.

Transportation Planning Management


Conduct continuous planning and analysis to achieve a fine balance between transit time requirements, linehaul service performance and cost management targets.

Make contingency plans and decisions to maintain uninterrupted service when needed.

Network Planning Management


Develop a comprehensive country linehaul strategy ensuring that DHL continually develops and expands the linehaul network

Develop joint initiatives with airlines and suppliers regarding the development of joint initiatives of the DHL and airlines / suppliers networks.

Maintain and analyse competitor network strategies and capabilities.

Develop International and Domestic CPK reduction strategy to meet agreed targets while continually improving service levels and developing new initiatives and service options.

Develop and recommend procedural initiatives to optimise achievement of AOP

Support country and station group managers in their linehaul analysis, network performance investigations and solution development. Investigate areas of yield management based on linehaul routing and sector CPK and develop / implement a solution.

Initiate and plan linehaul and investment requirements for the AOP process.
Innovation and expansion


Support the business acquisition process and provide after sales support in order to achieve revenue and profitability targets

Ensure alignment with global / regional and local needs

Plan and implement Gateway facilities, equipment and infrastructure in accordance with regional guidelines and local requirements.

Implement Gateway projects to address regional and network imperatives and programmes

Ensure Gateway operational practices and procedures are compliant with regional and network operation policies.


Ensure TAPA & RACA compliance at all sites.

Achieve agreed KPIs

Maximisation of gateway resources

Secure the future resources and stabilise concerned business environment

OCPM / Budget

GWO/SCO/PUDO

Fleet Control

Country primary KPI's

Operations Performance scorecard in line with predefined targets

ISO certification

OHS regulations.

Achieve GSOP audit passes.

HMS clearing of abandoned shipments.

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

Employees under your area of responsibility participate in WHS training programs as directed by DHL


Encouragement of appropriate attitudes towards WHS

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


Actively participate in WHS inspections
and audits





People - Management



Determine organization structure, roles and responsibility and performance targets for every Gateway function.
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.

YOUR PROFILE:

Skills :

Communication skills (Frensh & English), spoken and written :

5-7 years management experience in a service-related role, preferably in the Air Express or Airline Industry

Experience in implementing change

Experience of the local regulatory environment

Budgeting and Cost Management experience

Degree or equivalent (Business Discipline)

People Management qualification

Financial/Cost Management qualification

Competences :

Making Customers More Successful:

Maintains effective relationship with customers. Develops and delivers high quality/innovative products, services or solutions. Focuses on customer needs and gains their commitment. Gains management/colleague support to meet customer needs.

Shaping Direction:

Ensures strategies/plans are aligned and reflect others views. Develops strategies/plans aligned to broader organisational strategy. Communicates strategy.

Driving High Performance:

Establishes clear, challenging and achievable objectives. Aligns resources and the organisation within own area of responsibility to achieve objectives. Regularly reviews and communicates progress against objectives and adjusts as needed. Champions continuous improvement and innovation. Inspires results and respect by empowerment, accountability recognition and rewards recognising the contribution of others.

Developing Others

: Provides employees, colleagues and business partners with candid and regular feedback. Provides employees with development opportunities. Supports employees with career opportunities. Inspires others to develop themselves.

Developing Self:

Conveys a clear sense of personal goals and values. Actively seeks feedback to improve performance. Develops new skills and modifies behaviours based on feedback. Takes personal responsibility for career and development.