Team Lead - Global Customs Operations

Key Tasks & Deliverables

Operational and Team Management:

• Oversee assigned countries migrated into GBS MNL Customs team.
• Strategize to drive process optimization, accountability, and ownership
• Monitor team and individual performance and ensure that performance is within expectation
• (based on defined SLA)
• Provide guidance on process design and optimization
• Propose process changes where needed to drive efficiency and improve execution
• Act as an ambassador of GBS MNL.
• Prepare and present performance report to internal and external stakeholders
• Quality and compliance responsibilities under NDA / attention given to predetermined
• processes, SOPs
• Work closely with the associates to increase productivity and assist in creating positive
• working relationships with all stakeholders
• Maintain all areas of Health and Safety relevant to the working environment & staff teams.
• Planning and organization of resources planning and requirements
• Escalation of irregularities to Business Support Services Manager for Customs
• Perform weekly coaching with team members
• Take the lead to help resolve reoccurring issues
• Drive continuous improvement of the team and related processes.
• Work under the direction of superiors
• Drives completion of tasks and processes within agreed SLA to leaders and members
• Proactively find means to deliver and raise the performance of the teams managed
• Actively engage with relevant Stakeholders and conduct regular touchpoints

Team Leadership & Coaching:

• Create an environment orientated to trust, open communication, creative thinking, and cohesive team effort.
• Motivate and inspire team leaders and members
• Lead by setting a good example (role model) – behavior consistent with words
• Facilitate problem solving and collaboration
• Maintain healthy group dynamics
• Intervene when necessary to aid the group in resolving issues
• Help keep the team focused & on track
• Ensure to meet KPI Targets
• Implementation support (off- / on-site) for the migration of countries under Customs team.
• Resolution of issues on operational level and address employee performance & conduct as needed

Required Experience

• Minimum 3-5 years of people leadership experience, managing a team of at least 10 FTEs/HC.
• Strong background in international import and export customs operations across multiple countries within Europe, LATAM, EMEA, and APAC regions.
• Experience managing customs operations in a shared services, GBS, SSC, or centralized operations environment.
• Proven track record in international stakeholder management, including collaboration with country organizations, customs teams, brokers, and business leaders across multiple regions.
• Excellent verbal and written communication skills, with the ability to present operational performance, lead discussions, provide coaching, and engage with senior stakeholders
• Experience driving operational performance, SLA management, process optimization, and continuous improvement initiatives.

Preferred Experience

• Leadership experience overseeing multi-country customs operations.
• Experience supporting customs migration, transition, or transformation projects.
• Exposure to regional and global customs compliance requirements.