NCG Lead Agent at DHL

Reporting to NCG Supervisor
Business Unit – Operations

Role Context

• Lead a team of NCG Agents to ensure that flight alerts, pre-alerts and paperwork for Movements and MAWB are executed promptly and in compliance with Global SOP and airline requirements.
• Follow up on non-compliant shipments and coordinate exception handling at the Lagos Hub and in compliance with network standards.
• Respond to all network trace requests and enquiries in a timely and professional manner.
• To ensure that service, cost, safety and legal requirements are maintained on a day-to-day basis.
• Improving on shipment visibility by ensuring all appropriate checkpoints and standard remarks are done in line with GSOP standards.

Key Responsibilities

• Daily planning and closure of movements on OCNT.
• Monitor and track inbound network data to ensure it is received in time for sort operation.
• Monitor and action network traces, queries and service incidents, local or international, to ensure smooth transition of materials.
• To monitor, update, compile and submit daily Global Hub Executive reports to provide the network with an overall review of the previous 24 hours operation at the Hub. 
• Update HUB systems (OCNT/OPMS/CALMS) to ensure all required transmissions are sent and received on time. Also ensure all necessary data is entered accurately in a timely fashion to allow sorting/scanning to take place smoothly.
• To monitor the handling of Off-Net shipments and ensure uplift.
• Control the communication and processing of non-conforming shipments received at the LOS Hub (damaged shipment, undeclared DG, overweight or oversized shipments etc.).
• Provide instructions to Ops on network requests on exception handling such as RTO, Service Change etc.
• Action all GEMA or Email traces and queries for LOS Hub.
• To ensure full compliance to Network Operating Standards and all GSOP procedures associated to the LOS Hub NCG Department.
• To monitor, update, compile and distribute daily NCG reports to submit an overall review of the previous 24 hours operation. 
• To ensure all DHL Network, country and customer inquiries, special requests, traces and service incidents are resolved in a timely and pro-active manner.
• Ensure all shipments in the Lost & Found cage are processed as per ISO and DHL Global SOP.
• Ensure all damaged shipments are processed and alerted as per ISO and DHL procedures.
• Send service updates in a timely fashion, to ensure timely movement of materials.
• Liaising and communicating with other departments to ensure the passing of information about flight changes or problems.
• Ensure commercial booking process and recovery is followed and CALMS updated in timely manner and with accurate information.

Minimum Requirements
Educational Qualification:

• B.Sc or equivalent in any discipline
• In-depth knowledge of aircraft characteristics and limitations
• Aviation Standard Operating Procedures and all Network Standard Requirements.

Experience & Knowledge:

• At least 3 years operational knowledge gained in various DHL departments or Airline experience.