{"id":4150944,"url":"https://alion.io/job/sourcefit-customs-declaration-operations-team-lead","title":"Customs Declaration Operations Team Lead","company":{"id":50085,"name":"Sourcefit","domain":"sourcefit.com","url":"https://alion.io/company/sourcefit","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"staffing","is_intermediary":false,"listed_via":null,"ats_vendor":"Breezy","truth_index":{"grade":"B","score":81,"open_postings":10,"ghost_share":0,"stale_share":0.7,"repost_share":0.1,"time_to_fill_p50_days":39,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Quezon City, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false}],"status":"live","first_seen_at":"2026-11-12T05:28:10Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-12T09:11:17Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Position Summary\nWe are seeking a Customs Declaration Operations Team Lead to oversee a team handling Singapore import and export customs permit requests in a 24/7 environment. The Team Lead will manage daily workflow, case allocation, escalations, quality, and SLA performance while providing hands-on guidance on complex declarations. The role will also support new-hire training, customer-specific SOP adoption, and a phased operational transition in coordination with Operations, Training, and Quality.\nJob Details\nWork setup: Work from Home\nWork schedule: Rotating shifts supporting 24/7 operations, including weekends\nHolidays: Work on public holidays may be required based on the assigned roster\nResponsibilities\nTeam supervision and workflow management\nSupervise the day-to-day performance of customs declaration specialists across assigned shifts, including attendance, task ownership, productivity, and service delivery.\nEnsure effective queue ownership across assigned shifts, with all requests assigned based on complexity, due times, and available capacity, actively monitored, and progressed toward completion. Review aging cases, SLAs, urgent requests, and shipping cutoffs; intervene or reallocate workload to mitigate service risks and escalate potential breaches promptly.\nCoordinate with Workforce Management and Operations on staffing coverage, intraday workload changes, scheduling risks, and service readiness.\nDeclaration oversight and escalations\nOversee accurate preparation, validation, submission, tracking, and closure of Singapore import and export customs permit declarations.\nProvide subject matter support for complex declarations, incomplete documents, permit exceptions, rejected submissions, and customer-specific processing requirements.\nHandle first-level operational escalations involving customers, declaration errors, and delays; coordinate further escalation to the appropriate specialists or stakeholders.\nCoaching, quality, and training\nConduct regular coaching, case reviews, and performance feedback to strengthen processing quality and adherence to approved procedures.\nWork with Training and Quality to identify common errors, analyze root causes, implement corrective actions, and strengthen quality controls.\nSupport the development and maintenance of customer-specific SOPs, job aids, checklists, and process updates; ensure team members understand and acknowledge changes.\nSupport knowledge transfer, shadowing, nesting, and competency assessments for new hires in coordination with the Training and Quality teams.\nReporting and continuous improvement\nPrepare and validate daily operational updates, KPI reports, backlog and other required operational reporting.\nMaintain accurate escalation logs, exception and error trackers, and clear shift handovers to ensure continuity of service.\nRecommend process improvements, workflow efficiencies, and more effective use of automation-assisted systems.\nQualifications\nMinimum of 5 years of experience in customs clearance, permit declaration, freight forwarding, shipping documentation, or related trade operations.\nAt least 2 years of experience in a team lead, senior declarant, subject matter expert, or comparable operational oversight role.\nStrong hands-on knowledge of customs permit declaration workflows.\nAbility to coach employees and provide expert guidance on customs processing, document validation, exception handling, and customer-specific SOPs.\nExperience managing operational SLAs, quality performance, escalations, productivity, and customer communication in a transaction-based environment.\nStrong analytical, problem-solving, and decision-making skills, with confidence interpreting workflow and performance data.\nExcellent written and verbal English communication skills, with the ability to coordinate effectively with customers and internal stakeholders.\nComfortable using dashboards, ticketing systems, Microsoft Excel, and automation-assisted operational tools.\nWillingness to work onsite on rotating shifts, including weekends and public holidays as scheduled.\nNice to Have's\nDirect Singapore Customs and TradeNet processing experience.\nExperience supporting process training, nesting, SOP development, or quality improvement initiatives.","description_format":"text","description_chars":4258,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Recruiting & Staffing","Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-11-12T09:11:17Z"}],"visa":[],"liveness":{"score":60,"band":"ok","label":"Likely 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