Accountabilities

Key activities

Overall goals / Typical measures

Customer

External

·Customers

▪Provide high quality services and maintain the highest performance at all levels of operation activities to meet customers’ needs.

▪Prompt reaction to any customer inquiry and ensure good follow up to address and solve all issues and problems.

▪Attend to customer need at all times in a professional, friendly and courteous manner.

▪Provide timely any customer feedback to the Management and to the concerned departments like Sales, CS etc…

·Local Regulatory authorities

▪Adhere to Service Level Agreement and ensure to comply with Global SOP.

▪Build good relationship with customs employees to make DHL the most efficient and compliant company.

·Customer Satisfaction

·Compliance

Internal

▪The Air Ops Supervisor has direct supervisory control and daily management of all airops activities with its personnel, equipment, consumables, facility and fleet, specifically he is responsible for the daily export, outbound, all sort activities, data entry, cooperation with Clearance department, customs agents to have smooth export, import and PUD operations.

▪Provide answers and timely feedback to customer service, clearance teams, finance and all other departments.

▪Communicate, interface and work with the respective groups from all departments to achieve the defined goals,

▪Inform Managers on all service-related issues.

▪Be accountable and honest and meet performance expectations.

▪Provide suggestions to improve operation efficiencies and business needs.

▪Be able to meet special PUD expectations.

▪Be able to participate in all GTW processes when necessary.

·Internal Customer Satisfaction

·All requirements are met as per plan

Stakeholder

All Operations Staff

▪Build-up a reliable relationship to facilitate the daily operations activities.

▪Co-ordinate within shift operations to meet operational demands at a high service quality.

▪Understand and comply with the requirement from other Gateways and Hubs.

▪Assist in ensuring maintenance requirements of facility, equipment, fleet and infrastructure are carried out in accordance with regional guidelines and company image.

▪Maintain the good relations and follow-up the special requirement if necessary.

▪Expand knowledge to other roles within Operations in order to carry out these functions through a rotational shift mechanism.

Customs & other regulatory agencies.