NCG Lead Agent

About DHL and Role Overview

DHL Aviation is a global leader in logistics, operating across numerous countries to connect people worldwide. With over 45 years pioneering international cross-border shipping, the organization aims to improve lives globally. The NCG Lead Agent role in Lagos, Nigeria within the Operations business unit is pivotal for maintaining shipment compliance and operational efficiency.

Role Responsibilities

• Lead and manage a team of NCG Agents to ensure prompt handling of flight alerts, pre-alerts, and documentation related to Movements and MAWB according to Global Standard Operating Procedures (GSOP) and airline guidelines.
• Follow up on shipments that do not meet compliance and coordinate exception handling at the Lagos Hub in alignment with network standards.
• Respond promptly and professionally to all network trace requests and inquiries, ensuring smooth information flow.
• Plan daily movement activities and ensure closure of movements on the OCNT system.
• Monitor inbound network data for timely receipt to facilitate efficient sorting operations.
• Track and manage network traces, queries, and service incidents, both local and international, to ensure the seamless transition of shipments.
• Compile, update, and submit daily Global Hub Executive reports reflecting the previous 24 hours’ operations at the hub.
• Accurately update various hub systems (OCNT, OPMS, CALMS) to ensure timely transmissions and data entries supporting sorting and scanning processes.
• Oversee the handling and uplift of Off-Net shipments.
• Control processing and communication regarding non-conforming shipments such as damaged goods, undeclared dangerous goods, overweight or oversized cargo at the Lagos Hub.
• Provide operational instructions regarding exception handling including Return to Origin (RTO) and service changes.
• Manage and resolve GEMA or email trace queries specifically for the Lagos Hub.
• Ensure strict adherence to Network Operating Standards and GSOP procedures relevant to the Lagos Hub NCG Department.
• Distribute and maintain daily NCG reports summarizing operational activities of the last 24 hours.
• Resolve DHL network, customer, and country inquiries, special requests, and service incidents proactively and in a timely manner.
• Ensure processing of shipments in the Lost & Found area complies with ISO and DHL Global SOP guidelines.
• Manage damaged shipments following ISO and DHL protocols.
• Provide timely service updates to support the prompt movement of materials.
• Collaborate and communicate efficiently with other departments regarding flight changes or operational issues.
• Ensure commercial booking processes and recoveries are properly followed up and updates to CALMS system are timely and accurate.

Minimum Qualifications and Experience

• At least 3 years of operational experience within various DHL departments or airline operations.
• Bachelor's degree or equivalent in any discipline.
• Comprehensive knowledge of aircraft characteristics and operational limitations.
• Familiarity with Aviation Standard Operating Procedures and network standard requirements.

Career Progression

The next anticipated career step for this position is NCG Supervisor.