GS Air Logistics System Support Team Leader

Job Purpose

The GS FLS Team Lead is responsible to a) lead the FLS expert/specialist in processing all incoming support and set up requests related to any of the Air Logistics operational systems in use b) monitor the service quality and respect the agreed SLA c) ensure that the defined support procedures and working instructions are properly executed by the team members according to the implemented guidelines and in cooperation with corporate and the countries

Main Responsibilities

Functional & quality related main responsibilities:

• Direct adherence to global Air Logistics Operational Model for KNGS and Working Instructions for systems support
• Proactive and comprehensive collaboration with GS Operation team to consistently achieve own and shared responsibilities (e.g. Quality, Systems effectiveness, Process efficiency, Migrations, Training, etc.)
• Own and make transparent to all direct reporting key goals for GS, with focus on relevance and dependency for the
• GS Operational Teams (e.g. Quality, Performance, Process efficiency, Migrations, Training, etc.)
• Analyze tool results and develop strategies with SSM to affect improvements in Quality, Performance, efficiency and service.
• Improvement actions focus on finding root cause and solutions that are implemented and sustained
• Collaborate and align with other systems stakeholders on activities which can be standardized across sites and are mutually beneficial in their area of responsibility
• Timely, comprehensive, professional and proactive communication with employees, process owners and other key stakeholders, peers and management, including service disruptions
• Proactive communication and escalation to the SSM related to service impacting bottlenecks or staffing issues in any team
• Confidential handling of statistics and customer country particulars
• Collaborate with any tasks assigned as required, for example share knowledge and best practices, get information
• on services performed, etc.
• Perform any other tasks or duties as assigned by your immediate supervisor.
• Proactively identify new support tasks and facilitate their implementation
• Provide feedback/suggestions on existing WI and procedures

People & training related main responsibilities:

• Direct disciplinary and performance responsibility of the first level team
• Report to the SSM any staffing related topic
• Managing the workforce daily assignment to ensure that the support activities are completed timely and accurately
• Actively participate in recruitment and selection process for team members
• Ensure team members responsibilities are aligned, communicated, made transparent, and constantly managed
• Discuss with the SSM any talent pipeline related topic
• Assess and develop direct reports, identify high performers and outliers, and ensure robust succession plans are in place in cooperation with the SSM
• Ensure that the necessary training (legal, administrative and functional) trainings are completed for all users within the teams and are comprehensively documented
• Gather and provide Air Logistics, forwarding, product, etc. knowledge for all employees and upskill KNGS staff to improve the overall performance and enable the migration of increased complexity tasks.
• Guide and train the new team members to acquire the necessary basic knowledge to execute the assigned tasks

Ensure the team is up to date about all new and existing relative systems materials (new releases, WI, system changes) promoting the existing communication channels (eg: teams, WIKI)

Qualifications

• Bachelor’s degree in Business, Logistics, Engineering, IT, or a related field.
• At least 2 years of leadership and team management experience.
• Strong knowledge of Air Logistics operations, systems, and processes.
• Experience with KN operations, products, services, and systems is preferred.
• Proficient in MS Office and other business applications.
• Good understanding of business processes and process improvement.
• Strong communication, customer service, and stakeholder management skills.
• Results-driven with strong analytical and problem-solving abilities.
• Proven leadership, coaching, and team-building skills.
• Highly organized, self-motivated, and able to prioritize effectively.
• Adaptable, flexible, and able to perform well under pressure.
• Demonstrates integrity, accountability, and a strong work ethic.
• Willing to work overtime, weekends, and holidays when required.