Our Vision, Our Mission, Our Strategy Our vision is to be The Logistics Company for the World. Our mission - Excellence. Simply Delivered. - is our guiding light. Our Strategy 2020: Focus.Connect.Grow. is our roadmap to the future. We connect people and improve their lives. And we do it by being uncompromisingly customer-centric and delivering excellence day in and day out. By bringing people together and making life simpler - for our customers, our employees, our investors, and our society - we help make the world a better place. Being The Logistics Company for the World goes well beyond our global presence in over 220 countries and territories, or our tireless pioneer spirit when it comes to new markets. It also extends beyond our unique ability to offer a remarkable range of logistics solutions - from mission-critical express deliveries to economical freight transportation, from taking the complexity out of customs to managing the complexity of global supply chains and everything in between. We want to be the logistics company people turn to - the first choice not only for all shipping needs, but also the first choice for career and investment opportunities, and being the global benchmark for responsible business practice.Overall Role Purpose The Gateway Operations Manager is a key leadership role responsible for managing, coordinating, and optimizing all gateway operations to ensure efficiency, security, and compliance in handling inbound and outbound shipments. This position drives operational excellence, adherence to regulatory requirements, and alignment with DHL Express global standards while delivering superior service quality to customers. The role also ensures performance targets are met, cascades strategy to achieve DHL Group bottom line objectives, and provides coaching and career development opportunities for team members. Key Responsibilities Operational Excellence & Compliance: Oversee gateway activities including import/export clearance, bond store operations, and shipment processing. Ensure strict adherence to customs regulations, AVSEC standards, Air-side Ops, and health & safety protocols. Performance & Strategic Alignment: Drive achievement of KPIs such as TT Service Commitment (Route 96), DF Compliance, and Movement On-Time Performance. Oversee scorecards and implement continuous improvement. Leadership & People Development: Lead, coach, and develop staff. Provide mentorship, succession planning, and foster accountability. Stakeholder Engagement: Build partnerships with Customer Service, Commercial teams, airlines, customs authorities, and Ground Handling Agents. Innovation & Continuous Improvement: Drive digitization, automation, and process optimization. Implement new SOPs and contracts. Audit & Governance: Manage audits (Global SOP, CRISP, AVSEC, DG, SALT) and ensure corrective actions are executed promptly. Key Performance Indicators (KPIs) Flight Offload Rate ≤ 0.5% IB Failure Performance 0.0% (target ≤ 0.5%) Compliance Audit Scores 100% Customer Satisfaction (VOICE) top-tier feedback Operational Cost Efficiency targets met/exceeded Employee Engagement high levels maintained Process Improvement initiatives implemented Time-Definite Service Commitment 96% DF Compliance 99.8% Movement On-Time Performance: Ground 100%, All Delays 90% Stakeholder Collaboration External: Liaison with Ground Handling Agents and airlines for flight turnaround, apron/airside operations, and shipment recovery. Internal: Work with Operations and other departments to resolve customer issues and improve processes. Skills And Qualifications Leadership competencies: Accountability, Strategic Thinking, People Development, Adaptability, Collaboration, Customer-Centric Leadership, Resilience. Proven experience supervising and motivating teams. Strong understanding of DHL products and operations. Excellent communication and interpersonal skills. Ability to plan, organize, and control under pressure. Minimum 5 years in management within express/logistics/aviation. University degree in Business or Logistics (postgraduate preferred). Certification in Aviation Security is an added advantage.