Job Title: Lead – CDZ, CoE
Job Location: Mumbai
The Lead Customs COE, GSC is accountable for establishing and leading the Centre of Excellence for Customs Operations within DHL Global Forwarding's Global Service Centre (GSC). The role is the strategic owner of the Global Customs Service Catalogue, driving end-to-end standardization, digitalization, and operational excellence across all customs declaration services delivered to DGF Business Partners globally. The incumbent defines and executes the COE strategic roadmap in alignment with DGF Customs Product strategy; leads global transformation programmes across multiple regions and centres; and spearheads digital innovation through AI, OCR, automation, and business intelligence platforms including CW1/CargoWise One, EDM, Smart OCR, and GSConnect.
The role acts as the critical bridge between DGF Product strategy and GSC operational execution, partnering with Global Product, Regional Customs Heads, IT, Digital, Commercial, Finance, and PMO to drive measurable improvement in service quality, scalability, and customer value.
Key Responsibilities:
Strategy & service line development
- Develop and execute the strategic roadmap for the Global Customs COE in alignment with DGF Customs Product strategy and GSC long-term transformation priorities
- Identify opportunities to expand the Customs service portfolio and increase service penetration across countries and regions
- Define long-term transformation priorities to improve scalability, customer value, and operational maturity
- Support the Service Line Lead in shaping future operating models and strategic initiatives
- Harmonize Standardize service definitions, activities, inputs, outputs, and ownership across the network
- Establish governance for introducing new services and enhancing existing offerings
- Ensure global alignment between Product, Operations, and GSC
Digitalization & Innovation
- Drive digital transformation initiatives across Customs including OCR, AI, and workflow technologies
- Lead implementation of digital solutions (OCR platforms, AI-enabled data intelligence, automation) in partnership with Product, IT, and Operations
- Evaluate emerging technologies to improve efficiency, quality, and customer experience
- Build digital roadmaps supporting future Customs capabilities
Global Transformation Programmes
- Lead strategic programmes across multiple regions and GSC centres; define governance models for implementation
- Drive organizational change management and ensure sustainable adoption
- Ensure benefits realization is tracked, reported, and delivered
Governance & Performance Management
- Establish the governance framework for all Customs services across GSC
- Define performance dashboards, operational reviews, and service health monitoring
- Identify risks and improvement opportunities proactively
- Lead executive governance cadence with DGF Product and GSC leadership
Business Intelligence & Analytics
- Develop operational dashboards and the Customs Performance Cockpit
- Generate strategic insights from operational data to identify productivity opportunities
- Support data-driven decision making across the COE and senior stakeholders
- Improve reporting maturity globally using Power BI and customs reporting tools
Operational Excellence
- Lead continuous improvement initiatives; standardize global customs processes
- Reduce process variation, improve productivity, and implement Lean methodologies
- Drive quality improvements and establish best practices across GSC centres
Capability Development
- Define capability strategy; develop training framework and certification programmes
- Build knowledge repositories and develop SME network across GSC Customs
- Drive succession planning and improve organizational capability maturity across ~850 FTEs
Stakeholder Management
- Act as the bridge between DGF Product strategy and GSC operational execution
- Partner with, and build cross-functional collaborative relationships: Global Product, Regional Customs Heads, Country Customs Managers, GSC Operations, IT, Digital teams, Process Excellence, Commercial, Finance, and PMO
- Build cross-functional collaborative relationships across DGF Product, IT, Digital, Compliance, Commercial, Finance, and HR
Systems & Digital Ecosystem
- Own or influence the full GSC Customs digital ecosystem: CW1/CargoWise One, EDM, GSCapture, Rossum, GSConnect, OCR platforms, APIs, EDI, Power BI, and customs reporting tools
- Ensure systems evolve to support future service requirements and operational scalability
Finance & Projects
- Accountable for GSC Customs COE budget planning, FTE cost allocation, and BCA governance
- Govern FTE/APT billing model across Declaration Management and MDR for 25+ countries
- Oversee project-specific service costing and CDZ cost workbook governance
- Drive business cases for digitalization investments ( AI tools, OCR platforms)
- Lead programme-level reporting on transformation investment returns and FTE reallocation savings
People Management
- Lead and develop a direct COE team (programme managers, process SMEs, digitalization leads, BI analysts, capability leads) and provide indirect leadership across ~850+ customs FTEs
- Influence and align GSC Managers, Service Line Leads, and regional operations teams without direct line authority
- Drive organizational change management for digitalization programmes (iCAP, GSCapture, Rossum, AI)
- Build the GSC Customs SME network; govern succession planning and capability maturity roadmap
- Foster a culture of continuous improvement, digital innovation, and data-driven decision making
Required Skills/Abilities:
- Graduate / Post-Graduate degree (Bachelor's or Master's) from a recognized university in Logistics, Supply Chain Management, Business Administration, or a related discipline
- Minimum 5-7 years of experience in customs operations, trade compliance, or global forwarding within a GBS/SSC or multinational shared services environment
- Proven track record of leading large-scale digitalization and global transformation programmes across multiple geographies and service centres
- Deep expertise in customs declaration processing including air/ocean freight and cross-border trade compliance
- Experience managing multi-country, multi-client customs service delivery including enterprise managed service accounts (e.g., Pharma, Manufacturing)
- Demonstrated experience owning a global service catalogue and driving service standardization across a distributed network
- Track record of deploying automation, OCR, AI, or workflow tools in customs or logistics operations
- Experience building business intelligence / analytics capabilities and operational performance cockpits
- Experience in DGF (DHL Global Forwarding) or a comparable global logistics / GBS organization preferred
- Service mind-set to provide high-quality consulting to internal clients or business functions
Systems & Digital Ecosystem Knowledge:
- Expert-level knowledge of CW1 / CargoWise One – customs module configuration, declaration processing, and operational workflows
- Proficiency in EDM (Electronic Document Management) and integration with customs declaration workflows
- Working knowledge of OCR platforms, APIs, and EDI integrations in a customs environment
- Familiarity with Workflows or equivalent inter-system connectivity tools
- Working knowledge of UiPath or equivalent RPA platforms for customs process automation
- Proficiency in Power BI or equivalent BI tools for operational dashboards and customs cockpit development
- Familiarity with Microsoft Copilot Studio or AI-assisted agent development (preferred)
Core Skills:
- Strong programme and project management skills – ability to manage multi-workstream global transformation programmes across distributed teams
- Strong analytical and data management skills – ability to build and interpret KPI frameworks, productivity cockpits, and BI dashboards
- Advanced proficiency in MS Office Suite (Excel, PowerPoint, Word)
- Excellent stakeholder communication and executive-level presentation skills
- Capability development and training design experience (framework design, certification programmes, SME networks)
Certifications – Preferred:
- Project Management: PMP (Project Management Professional) or PRINCE2
- Operational Excellence: Lean Six Sigma Black Belt or Green Belt
- Customs / Trade Compliance: CSCMP, FIATA Diploma, WCO accreditation, or equivalent national customs qualification
- Certified Customs Broker or national customs licensing (country-specific) – preferred
Certifications – Advantageous:
- AI / Digital Transformation programme certification
- Business Intelligence / Data Analytics certification (e.g., Microsoft Power BI, Tableau)
- Change Management certification (e.g., Prosci, APMG)
