Senior Executive, Control Tower

Job responsibilities:

• Operational Visibility & Monitoring

Provide end-to-end visibility of shipments across the supply chain through milestone tracking, ensuring transparency from origin to final delivery.

This includes proactive monitoring against planned timelines and service commitments.

• Exception Management & Service Recovery

Enable a proactive, structured approach to disruption management through:

• Exception detection based on predefined milestones, SLAs, and business rules (e.g. delays, missed connections, customs holds)
• Automated alerts and early warning triggers to enable preventive actions before service failure
• Standardized exception categorization and prioritization based on business impact and criticality
• Root cause analysis leveraging operational data and trends (e.g. carrier performance, documentation accuracy, capacity constraints)
• Coordinated resolution management across DHL functions, carriers, and partners with clear ownership and accountability
• Defined escalation protocols and communication matrix to ensure timely stakeholder updates
• Continuous improvement through exception trend analysis and implementation of corrective and preventive actions (CAPA)
• Performance Management

Establish structured management through Monthly Business Reviews (MBR) and Quarterly Business Reviews (QBR), including KPI tracking (e.g. transit time), performance insights, and service improvement roadmaps.

• Continuous Improvement & Solution Management

Drive ongoing optimization initiatives in collaboration with origin/destination sites and stakeholders, focusing on process standardization.

Job requirements:

• Colleague degree & equivalent
• Over 5 years of customer service/operation/product experience preferably in the Freight Forwarding and logistics industry
• In depth knowledge of AFR, OFR product and other transportation models
• Knowledge of international business trade
• Good time management skill
• Good team management skill
• Strong coaching and people development skills
• Good MS (Excel/PPT/Word etc.) skills
• Good presentation skill
• Good analytical skill
• Strong organization/facilitation skill
• Good interpersonal and social skills – across cultural boundaries
• Regional Asia Pacific exposure preferred