Overall Role Purpose

The Gateway Operations Manager is a key leadership role responsible for managing, coordinating, and optimizing all gateway operations to ensure efficiency, security, and compliance in handling inbound and outbound shipments. This position drives operational excellence, adherence to regulatory requirements, and alignment with DHL Express global standards while delivering superior service quality to customers. The role also ensures performance targets are met, cascades strategy to achieve DHL Group bottom line objectives, and provides coaching and career development opportunities for team members.

Key Responsibilities

• Operational Excellence & Compliance: Oversee gateway activities including import/export clearance, bond store operations, and shipment processing. Ensure strict adherence to customs regulations, AVSEC standards, Air-side Ops, and health & safety protocols.
• Performance & Strategic Alignment: Drive achievement of KPIs such as TT Service Commitment (Route 96), DF Compliance, and Movement On-Time Performance. Oversee scorecards and implement continuous improvement.
• Leadership & People Development: Lead, coach, and develop staff. Provide mentorship, succession planning, and foster accountability.
• Stakeholder Engagement: Build partnerships with Customer Service, Commercial teams, airlines, customs authorities, and Ground Handling Agents.
• Innovation & Continuous Improvement: Drive digitization, automation, and process optimization. Implement new SOPs and contracts.
• Audit & Governance: Manage audits (Global SOP, CRISP, AVSEC, DG, SALT) and ensure corrective actions are executed promptly.

Key Performance Indicators (KPIs)

• Flight Offload Rate ≤ 0.5%
• IB Failure Performance 0.0% (target ≤ 0.5%)
• Compliance Audit Scores 100%
• Customer Satisfaction (VOICE) top-tier feedback
• Operational Cost Efficiency targets met/exceeded
• Employee Engagement high levels maintained
• Process Improvement initiatives implemented
• Time-Definite Service Commitment 96%
• DF Compliance 99.8%
• Movement On-Time Performance: Ground 100%, All Delays 90%

Stakeholder Collaboration

• External: Liaison with Ground Handling Agents and airlines for flight turnaround, apron/airside operations, and shipment recovery.
• Internal: Work with Operations and other departments to resolve customer issues and improve processes.

Skills and Qualifications

• Leadership competencies: Accountability, Strategic Thinking, People Development, Adaptability, Collaboration, Customer-Centric Leadership, Resilience.
• Proven experience supervising and motivating teams.
• Strong understanding of DHL products and operations.
• Excellent communication and interpersonal skills.
• Ability to plan, organize, and control under pressure.
• Minimum 5 years in management within express/logistics/aviation.
• University degree in Business or Logistics (postgraduate preferred).
• Certification in Aviation Security is an added advantage.