Operations Team Leader - Leeds

As a Team Leader covering both Air and Ocean you’ll use your talents to create innovative solutions and shape the future across our business. Join a global network of passionate experts – backed by the latest technology, to take your career to the next level. 

 Overall Role Purpose: 

• The Team Leader will be responsible for leading and engaging with the Air and Ocean Freight Export teams, reporting to the Station Manager. 
• Providing a proactive customer service to ensure all customer requirements are met, setting up working processes and ensuring KPI’s targets are met and delivering a consistent high quality to build and develop customer relationships. 

Scope of Role: 

• Manages team productivity, organizes, splits and plans day to day work of the Operations and Customer Service teams. 
• Drives performance of AFR & OFR teams, providing leadership across areas of responsibility inspiring people to engage with the business to deliver key results. 
• Support, drive and commit to the Company’s overall Strategy. 
• Directs and controls activities end-to-end activities for AFR & OFR. 
• Ensures optimisation of end-to-end process in the Air and Ocean Department. 
• Ensure file level GP, cost allocation and operations controls are delivered through empowerment of your teams. 
• Creates, develops and maintains good relationships with customers, service providers & our internal functions (e.g. Management, Sales, OCC, Sales). 
• Support Sales in interaction with customers. 
• Ensure Station Monitor is checked daily and actions taken. 
• Supports in KPI achievements and oversee the team’s performance and guide them in the correct direction by performance reviews and evaluating team members. 
• Manages adherence to compliance standards 
• Handles escalations (e.g. dispute with internal/ external customers) 

People Management: 

• Identifies training needs and opportunities to develop a highly skilled functional department. 
• Engage the team, ensuring there is a clear direction and work set is realistic and achievable. 
• Carry out regular 1-2-1’s to assess performance and offer any support that might be needed. 
• Ensure annual reviews take place. 
• Identify any underperformance and work with the support of the Manager and HR to address. 
• Identify and deal immediately with any employee relation issues with support from Manager & HR. 
• Work with Manager of EOS actions 
• Welcome, induct & train new starters. 

Skills & Qualifications: 

• Proven track record of leading a team. 
• Has the ability to lead a team, inspire and motivate people. 
• Freight Export experience with a good knowledge of both Air & Ocean Freight processes and systems. 
• A proven ability to identify and meet customer service needs in a professional and friendly manner. 
• Experience of delivering and reporting back to Managers on data / business performance as and when requested. 
• Knowledge of Freight Forwarding industry, exports and customs related processes. 
• Inter-personal skills, influencing, communication, relationship management, cultural awareness and ability to work across teams. 
• Clear and concise communication skills, written and spoken. 
• Experience of HMRC process for Exports. 
• Commercial awareness 
• Willingness to support a culture of continuous improvement. 
• Results driven, with good attention to details. 
• Always maintain a respectful attitude. 
• Able to prioritise and perform under pressure 
• Developing Others / Self: 
• Provide team members with candid and regular feedback. 
• Provides team members with development opportunities. 
• Supports and Inspires employees to develop themselves. 
• Conveys a clear sense of personal goals and values. 
• Actively seeks feedback to improve performance & takes personal responsibility of own development.