Manager CBC

About Customs Brokage And Compliance

DHL Global Forwarding CBC team oversees shipments complying with the relevant customs laws and regulations, facilitating the smooth movement of goods across borders. Collaborating with AFR and OFR teams, custom department officials, and other external stakeholders for maintaining efficiency and compliant customs processes.

Job Summary

The Manager – CBC Operations is responsible for leading and optimizing both Back Office and Field Operations within Customs Brokerage & Compliance. The role oversees customs clearance, documentation, customer service, compliance, field execution, stakeholder management, and operational excellence across the customs clearance lifecycle.

The incumbent will ensure regulatory compliance, efficient resource utilization, seamless coordination between field and back-office teams, timely shipment processing, and exceptional customer service. The role also involves driving productivity, monitoring performance metrics, strengthening relationships with customers and customs authorities, and leading a high-performing team to achieve business objectives.

Key Responsibilities

Operational Excellence

• Lead and manage end-to-end CBC operations, including both Back Office and Field Operations activities.
• Ensure all customs clearance activities comply with applicable customs regulations, company policies, and internal procedures.
• Oversee customs documentation, data entry, document uploads, shipment processing, and milestone management in CW1.
• Manage large volumes of customs files while maintaining high standards of quality, accuracy, and compliance.
• Coordinate shipment planning and clearance activities with operations teams to ensure timely cargo movement and delivery.
• Monitor operational performance through KPIs, productivity metrics, and station performance dashboards.
• Ensure the effective implementation of the One File, One Owner (1F1O) methodology.
• Supervise customs clearance processes, including shipment release, document handling, and post-clearance activities.
• Ensure timely customer billing and resolution of operational discrepancies.
• Optimize the utilization of CW1 and other operational tools to enhance efficiency, quality, and visibility.
• Stay updated on customs regulations, government notifications, and trade compliance requirements, ensuring timely communication and implementation across teams.
• Drive continuous improvement initiatives to enhance operational efficiency, compliance, and service quality.

• Build and maintain strong relationships with customs authorities, government agencies, airlines, shipping lines, and other regulatory stakeholders.
• Act as the key escalation point for customers regarding customs clearance and compliance matters.
• Collaborate with AFR, OFR, Customer Service, and Operations teams to ensure seamless service delivery.
• Advise internal and external stakeholders on customs regulations, compliance requirements, and process improvements.
• Maintain proactive communication with customers on shipment status, challenges, and resolution plans.
• Ensure contracted suppliers and service providers comply with DHL quality and compliance standards.

• Lead, coach, and develop teams across Back Office and Field Operations.
• Establish IKOs/KPIs and monitor team and individual performance.
• Foster a culture of operational excellence, compliance, customer focus, and continuous improvement.
• Identify training needs and create development plans to enhance team capability.
• Manage workforce planning, staffing requirements, and resource allocation to support operational demands.
• Provide guidance and support for customs-related problem-solving and regulatory matters.
• Drive employee engagement and maintain high levels of team productivity and accountability.

Functional Competencies

• Customs Brokerage & Compliance Expertise
• Customs Clearance & Documentation Management
• Operational Excellence & Process Optimization
• Customer Service Management
• Performance Monitoring & Data Analysis
• CW1 and Technology Utilization
• Cargo Handling & Shipment Coordination
• Regulatory Compliance & Risk Management
• Billing & Revenue Process Management
• Stakeholder Management

• Resilience and Adaptability: Handling diverse tasks and challenges effectively.
• Collaboration: Collaborate with cross-functional teams for seamless operations.
• Team Leadership: Effectively leading and motivating back-office teams.
• Continuous Learning: Willingness to learn and improve skills to enhance performance.
• Attention to Detail: Consistently maintaining accuracy and precision in tasks.
• Quality Orientation: Commitment to delivering high-quality results and services.
• Initiative: Taking proactive steps to improve processes or address issues.

Must Have

• Bachelors Degree in any field.
• 8-10 years of experience in a customs role.
• Experience in handling team members.
• Problem-solving skills to address operation challenges.
• Proficient in Email writing and verbal communication with internal and external coordination.
• Efficiently manage tasks to meet deadlines and priorities.

• Valid G Card or F Card holder.
• Experience working in a multinational freight forwarding or logistics organization.
• Exposure to CW1 and customs automation systems.