BSS Customs Team Leader
Department / Location: MNL ISSC - Business Support Services
Line Reporting: Business Support Services- Customs Manager
The position is established as the BSS Customs Team Leader managing specific countries within MNL ISSC Customs for Import, Export and Transit files.
This role has a direct reporting line to the Manager of Customs Business Support Services.
Key Tasks & Deliverables
Operational and Team Management:
Oversee assigned countries migrated into MNL ISSC Customs team.
Strategize to drive process optimization, accountability, and ownership
Monitor team and individual performance and ensure that performance is within expectation (based on defined SLA)
Provide guidance on process design and optimization
Propose process changes where needed to drive efficiency and improve execution
Act as an ambassador of BSS MNL ISSC.
Prepare and present performance report/s to internal and external stakeholders
Quality and compliance responsibilities under NDA / attention given to predetermined processes, SOPs
Work closely with the associates to increase productivity and assist in creating positive working relationships with all stakeholders
Maintain all areas of Health and Safety relevant to the working environment & staff teams.
Planning and organization of resources planning and requirements
Escalation of irregularities to Business Support Services Manager for Customs
Perform weekly coaching with team leads
Take the lead to help resolve reoccurring issues
Drive continuous improvement of the team and related processes.
Work under the direction of superiors
Drives completion of tasks and processes within agreed SLA to leaders and members
18. Proactively find means to deliver and raise the performance of the teams managed
19. Actively engage with relevant Stakeholders and conduct regular touchpoints
Team Leadership & Coaching:
Create an environment orientated to trust, open communication, creative thinking, and cohesive team effort.
Motivate and inspire team leaders and members
Lead by setting a good example (role model) – behavior consistent with words
Facilitate problem solving and collaboration
Maintain healthy group dynamics
Intervene when necessary to aid the group in resolving issues
Help keep the team focused & on track
Ensure to meet KPI Targets
Implementation support (off- / on-site) for the migration of countries under Customs team.
Resolution of issues on operational level and address employee performance & conduct as needed
Function - / Market & Industry knowledge / Business Acumen / Process working
Graduate of bachelor's degree or preferably Customs Administration – preferred but not required
Strong customs processing background
Operational Knowledge of Freight Forwarding
Experience with the use of web-based systems and MS Office in general
Skills & Competencies
Demonstrates strong leadership being leader of leaders and ability to motivate teams
Strong analytical and decision-making capabilities
Strong stakeholder management skills
Drive customer-centricity mindset
Strong communication skills
Ability to adapt to change and in a diverse environment and culture
· Ability to work under pressure and foster resilience
Educational background / Work experience
Customs work experience, preferred but not a pre-requisite
Work experience in Shared Service Center or Freight Forwarding
· Fluent in English is mandatory (written and spoken)
· Local language
· Good Know How in MS-Office applications
· Good Know How in web-based applications / Internet
· Intermediate excel skills
Decision Making Authority
Self-organization of the own working space and the tasks assigned under the operational requirements
Responsible delegating of various tasks within the area of responsibility