Manager - OFR, Service Training and Compliance
Manager - OFR, Service Training and Compliance
Job Purpose
The Training and Compliance CoE Manager is responsible for designing, implementing, and continuously improving training, knowledge management, and compliance programs across Ocean Freight (OFR) operations. The role ensures operational teams possess the required process, system, and compliance knowledge to execute end-to-end shipment handling effectively, while driving process standardization, operational excellence, and adherence to DHL Global Forwarding standards.
Key Responsibilities:
- Training Design & Delivery
- Develop and deliver training modules on Ocean Freight fundamentals, including:
- Introduction to GTOM
- Export & Import process flow leveraging GSC/L4 SOPs
- Parties involved in OFR
- Types of shipments (FCL, LCL)
- VOCC vs NVOCC
- Feeder & Mother Vessels
- Types of containers
- National & Multinational Gateways
- Incoterms and their application
- Shipping documents and Letter of Credit
- Frequently used OFR charges
- End-to-End OFR process
- GSConnect – Case creation and viewing
- Design and conduct training on specialized module based on top errors and BP complaints
- Conduct onboarding programs on CW1 and Support System e.g. Cargosphere, GSCapture e.t.c:
- GTOM workflow & Bundle Services
- Maintain GSC Level SOPs based on L4 SOPs
- Ocean Freight documents
- Catalogue based service for all shipment types
- OFR business model and process flow
- Sea Waybill and legal relevance of transport documents
- Timestamp definitions and importance for customer experience
- GSConnect framework
- GPAM Updates
- Updates to be shared with all Centers
- GSC Level SOPs to be updated based on the updates
- Refresher trainings to be conducted for complex updates
- Regular dip checks on updates
- Evaluation & Reporting
- GTOM readiness checklist
- Tool Access (UAT & Prod) for relevant applications
- Assess training effectiveness through feedback, quizzes, and performance metrics.
- Maintain accurate training records and prepare reports for management.
Required Skills/Abilities:
- Graduate (any) / Post Graduates
- Knowledge of OFR operations, back- office processes
- Ability to drive continuous improvements in OFR processes
- Strong communication and stakeholder management capabilities
- Strong program and change management capabilities
- Good communication skills (written & verbal)
- Excellent interpersonal skills
Preferred Qualifications:
- Certification in training or instructional design.
- Experience with DHL systems (CW1, GSConnect, MTW modules).