Senior Executive, Control Tower

Job responsibilities:

1. 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.

2.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)

3.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.

4.Continuous Improvement & Solution Management

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

Job requirements:

1.Colleague degree & equivalent

2.Over 5 years of customer service/operation/product experience preferably in the Freight Forwarding and logistics industry

3.In depth knowledge of AFR, OFR product and other transportation models

4.Knowledge of international business trade

5.Good time management skill

6.Good team management skill

7.Strong coaching and people development skills

8.Good MS (Excel/PPT/Word etc.) skills

9.Good presentation skill

10.Good analytical skill

11.Strong organization/facilitation skill

12.Good interpersonal and social skills – across cultural boundaries

13.Regional Asia Pacific exposure preferred