Financial Services Team Lead

Shannon, Munster, Irland DHL Global Forwarding, Freight req75198 15/03/2019
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Position: Financial Services Team Lead
Location: Shannon
Closing Date for Applications: 25th March 2019

Scope of Role:

Responsibilities include day to day oversight of a selection of RCC customers against metrics and goals, issue resolution, personnel management and continuous improvement.

Must be self-directed and motivated with strong analytical, leadership, and supervisory skills in order to coordinate a variety of activities and complexities spanning across multiple customers.

Key Activities:

People Management

  • Demonstrate best practise across all areas of responsibility inspiring people to engage and deliver key business results.
  • Mentor the team to allow them to grow their skills and promote development within the team.
  • Implement DGF people processes in a consistent manner to ensure employee development and retention of talent.
  • Ensure all the necessary training is provided to each employee which includes training records, training plans and cross training matrix’s
  • Ensure adequate staffing levels at all times for specific accounts to include holiday approvals and keeping all holiday files up to date on system.
  • Conduct annual performance and interim reviews with each employee, set yearly targets and regularly meet to ensure they are on track.
  • Recommend staff for reward and recognition where appropriate.
  • Promote a harmonious culture within the team and work to resolve any team issues.
  • Conduct return to work interviews/ forms for all absenteeism and escalate any issues to HR.
  • Manage any disciplinary issues within the team in collaboration with HR
  • Support the HR department in the recruitment of new team members including interviewing prospective candidates

Customer Support and Account Management

  • Ensure RCC customer SLA’s are met or exceeded for all customers managed.
  • Full understanding of all key customer focus points including KPI’s and SOPs for relevant individual accounts and
    ensure they are achieved.
  • Build and maintain positive working relationships with internal/external customers through regular meetings, pro-active account management and a professional personal approach to ensure effectively manage relevant business.
  • Attend and participate in all required customer calls
  • Ensure appropriate corrective actions are taken and documented when service failures occur to prevent further occurrence.
  • Act as the escalation point of contact for any unresolved queries and issues escalated by the RCC specialist providing proactive resolution ensuring excellence in service.
  • Identify waste in current processes and recommend productivity improvement.
  • Identify automation opportunities to benefit the customer and DHL
  • Develop / follow processes and guidelines (including customer specific working instructions).

Monitoring/ Quality

  • Monitor all operations and information systems relevant to direct reports
  • Document and maintain SOPs to ensure the customer SLAs are fully understood and recorded.
  • Maintain a high focus on processes and pro-actively deliver changes based on customer expectations
  • Escalate any continued non-compliance to RCC Manager

Administration and Reporting

  • Build an in depth knowledge of each daily/weekly/monthly business reports issued to customers
  • Ensure all KPI’s are published in the designated office area each month
  • Establish any synergies across customer reports/account and develop standardised processes where possible
  • Drive automation, where possible, to reduce the reporting effort


  • Ensure operational compliance to all revenue and international trade legislative requirements, in addition to all DGF IE policies and procedures (GDPR, H&S, Quality, Environmental, HR, etc.), and work in a manner that supports the Company environment programme.

Business Implementation

  • Support the on-boarding of new business / change to existing business:
    • Act as the WorkStream Lead / knowledge source to assist with or take the lead in the implementation of new business or re-engineering of existing business
    • Take responsibility to ensure a workable solution for the RCC is develop
    • Assist with or take the lead to develop the supporting quality documentation
    • Assist with or take the lead to ensure the account team are fully trained in all aspects of the account functions
    • Retain responsibility for the implementation /re-engineering until the account is deemed to be in "steady state"

Core Competencies:

  • Team Leadership - builds a strong team and provides team members with the direction, resources and environment for success
  • Managing relationships - builds effective working relationships with different groups
  • Team Development - creates high performance teams by attracting and developing people
  • Customer Focus - utilises resources to exceed customer expectations
  • Problem Solving - delivers operational results by analysing and solving problems in a structured way
  • Supporting Change - implements change through motivating and influencing

Expected Skills/Qualifications:

  • Strong MS Office skills. Must be able to develop complex Excel spread sheets to produce reporting tools and scorecards for ease of analysis.
  • An analytical mind set and exceptional communication skills.
  • 5 years + customer service experience in a freight forwarding or logistics function
  • Preferably previous experience in a supervisory or team lead role
  • Qualification in logistics or supply chain desirable

DHL is committed to providing equality of opportunity for all employees.

Zahlen und Fakten

  • Arbeitszeiten


  • Geschäftsbereich

    DHL Global Forwarding Ireland

  • Reisetätigkeit erforderlich

    Unter 25%

  • Beschäftigungsart

    Unbefristet Vollzeit

  • Arbeitserlaubnis erforderlich


  • Schichtarbeit


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