Customs Affairs Operations Manager at DHL

Role Context

• Full legal and regulatory compliance for Customs Affairs (including Customs, SARS, CAA, Security (Part 108), AVSEC, Building and Fire regulations, Labour law, HSE, etc); aligned with all Regional and Global Policies, Initiatives (e.g. Global SOP, Score Card KPIs, ISO, etc) to ensure end-to-end Compliance, Quality, Process and Efficiency. Manage, lead, motivate and inspire teams to achieve desired results. To nurture and build key relationships with major stakeholders (internal and external); SARS, Customs, CBCU, SAPS, Airports authority (ACSA), Commercial Suppliers, Civil Aviation Authority (CAA), Unions, OHASA, SAEPA, DHL Aviation, DHL Commercial, Operational, and Finance management, DHL Network. Manage risk within the defined cost and performance standards: Customs Affairs (including transit material handling).

Key responsibilities

• To maintain and execute collection strategies in line with set standards and policies.
• To integrate quality into the business by ensuring that every customer contact is a demonstration of absolute dedication towards providing first time ideal solutions for the satisfaction of customer’s immediate and future needs.
• Enhance ISO standards and procedures to ensure continuous improvement using First Choice tools focused on ICCC+ impact.
• Ensure all quality targets are met in terms of: Customs KPI, VOC & Billing Quality.
• The Customs Affairs Manager is responsible for ensuring full legal and regulatory compliance.
• Manage productivity through tools such as LRT / DMRT ensuring an BIC, optimum efficient and cost-effective operation.
• Deploy BIC training methodologies; aligned to continuous learning environment
• Targeted: Evaluations, Formal Accreditations, etc
• Coordination of cross-border BLNS LHL clearances for road and air modes in the most cost-effective manner.
• Support the existing and future routes, a contingency plan must be developed to ensure that in case of emergency a minimum level of service can be provided from clearance perspective and ensure RIB acquittals are well managed
• Coordination and compliance of all bond activities; where recovery performance is to be continuously monitored and improved. Proactive management of DG, Security and H&S to avoid any incidents.
• Ensure key risks are identified, communicated, understood, evaluated, prioritized, and acted upon.
• This process must be on going, thorough and highly visible to key stakeholders.
• Deliver outstanding leadership and motivation through developing people, holding people accountable, building, and leading teams, fostering teamwork, change management, constructive challenge, shaping direction.
• Manage compliance with the Customs Act, ensuring that DHL conforms to all legislative customs requirements for all shipments, imports, exports, and transits.
• Manage the quality of customs entries, demonstrate to Customs that DHL operate a highly competent Customs Affairs department with consistent high-quality output; ensuring penalty liability is minimized and strengthening/protecting the DHL-Customs relationship.
• Ensure the Customs Affairs department has the necessary high level of Customs expertise and technical knowledge.
• Ensure the needs of customers are fully satisfied with specific regard to customs documentation (completion and provision of), inspections, and clearing instructions.
• Ensure the needs of the DHL network are fully satisfied with specific regard to accurate manifesting, availability of images and screening for prohibited/restricted contents.
• Ensure that CA processes are executed safely, timely, accurately and in conformance with civil aviation, safety, airport, and internal DHL GSOP and security regulations.
• Proactive Management of key Service Partners: BPO, Peak Advisory, Movation etc.
• Working with the Security and Risk manager ensure a secure environment for staff, visitors, shipments, customers, assets, facilities, and information.
• Manage the accurate and timely capture of information (primarily shipment and checkpoint info and images) and make available to the network, customs, and other entities with information as required.
• Ensure Operations Performance is immediately advised of all and any pertinent information where service is impacted.
• Ensure key performance indicators, targets, progress against targets are consistently visible to the business unit and the wider business.
• Manage and nurture relationships with key stakeholders:
• External: Customs, Airports Authority (ACSA), Commercial Suppliers (Airlines/Agents), Civil Aviation Authority, Unions, OHASA, SAEPA.
• Internal: Aviation, Operational, Commercial and Financial management, Network.
• Manage performance using the operations scorecard, other KPI and work in conjunction with the Operations Performance team and other operational units to drive performance.
• Recruit, build, manage and develop a team of motivated staff members to maximize performance and ensure delivery of the agreed objectives.

Minimum Requirements

Education & experience

• Degree in related field
• Customs experience on tariffs and regulations & legislation
• International Courier experience of large Express Multinational
• Experience of change management and Project management methodologies
• Good working knowledge Customs exercise.
• Experience of airside operations 5 years middle/senior management experience in a class leading organization.