TOLL GROUP – POSITION DESCRIPTION
Field Details
Position Title: Logistics Assistant
Division: Government & Defence
Location: Erbil
Country: Iraq
Department Managed Services – Assisted Passage
Reports to Operation Manager – MENA, Amman, Jordan
OVERALL PURPOSE OF THE JOB
At Toll, we move the businesses that move the world. Toll manages a range of services on behalf of the Australian Department of Home Affairs in order to support Refugees and Humanitarian clients with the medical assessment process, host country exit formalities and subsequent travel to Australia.
As a Logistics Assistant you will contribute to this by providing direct operational support to our clients in Iraq and your case management colleagues in Amman. This will occur by ensuring that our refugee clients receive appropriate support and guidance when they need to engage with host country agencies, Medical Panel providers, any subcontractors providing transit services and hotel accommodation.
As a key member of the regional team in MENA, you will support the Logistics Coordinator (LC) with the monitoring of our supply chain in Iraq ensuring services are provided in line with contractual requirements. You will support your case management colleagues with direct refugee client engagement when there are any issues with communication, service coordination or service delivery.
ACCOUNTABILITIES
The primary accountabilities of the job are:
- Works Independently: Effective management of daily work agenda including an ability to work remotely on an ongoing basis.
- Customer Focus: Builds strong customer relationships and deliver customer-centric solutions in culturally diverse contexts in both national and global locations.
- Resilience: Maintain stable performance under pressure, opposition or setbacks (such as time pressure or job ambiguity) in diverse and sometimes challenging locations.
- Accountability: Holds self and others accountable to meet commitments.
- Policy Compliance: Adherence to relevant Policies and Procedures.
- Compliance with legislation, rules and regulations.
- Awareness and consideration of political implications and religious sensitivities that apply to clients and their host countries.
PRIMARY DUTIES & RESPONSIBILITIES
The primary responsibilities and decisions reside in these areas:
Customers
- Expectation Management ensuring refugee clients and their families understand the service scope and case life cycle including the management and attendance at critical service appointments.
- Continued awareness and consideration of the political, religious, ethnic, social sensitivities and factors that apply to refugee client customers and their host countries.
- Provide direct, in-person support at service appointments when this is required. This might include Immigration Medical Examination (IME's), Departure Health Check's (DHC's), Exit Visa Applications and Airport Departures.
Stakeholders
- Work to support the LC with host country government agency interface, specifically the Immigration Departments in Erbil, Duhok, and Sulaymaniyah, as well as any other relevant Immigration Departments across Iraq to facilitate and support our customers with local regulatory requirements as required. This includes Character Clearances, Exit Visas or in-country travel permits.
- Support the LC in developing and enhancing excellent working relationships with regional representation of major stakeholders (see Key Relationships) in a culturally diverse area.
Suppliers
- Partner with all subcontractors in Iraq to ensure the services provided are of the highest standard and in line with contractual requirements.
- Support PO creation, processing, and follow-up in line with established procedures.
- Ensure that the unique needs of the Refugee and Humanitarian Visa clients are always a factor in the delivery of all services.
- Ensure all transit services including those in remote locations are delivered safely, securely, and in line with contractual requirements and expectations, using innovative approaches to monitor service delivery where required.
Toll Group
- Be a Safety Leader that identifies and corrects conditions that affect employee and customer safety.
- Support your Case Manager colleagues with client contact, explaining service scope and in-country administration across Iraq and the wider MENA region.
Skills
PRE-REQUISITES
To succeed in this role, it is expected the successful candidate will have:
Knowledge/Experience
- Working knowledge of supply chain process fundamentals, including service monitoring and evaluation.
- Previous experience in delivery services within a Supply Chain or Logistics framework.
- Good interpersonal skills to build effective working relationships with the stakeholders.
- Be a clear, frequent and pro-active communicator with a high standard of written and oral business language skills in Arabic & Kurdish and proficient spoken and written English skills.
- Awareness and consideration of the political implications and religious sensitivities that apply to staff, customers, and suppliers in the region of responsibility.
Technical/Professional Skills Required
- Advanced use of the MS Office Suite in programs such as Microsoft Word, Excel, Outlook, Project, Publisher, Visio &/or Access.
- The ability to become proficient with MoveMaestro.
- The ability to become proficient in the use of TRAC.
Qualifications
- Desirable – Tertiary qualification in relevant field such as supply chain management, business development or a related discipline.
- Working with Children certification/Local equivalent.
Eligibility
- National Passport and the ability to travel domestically within your region.
- Candidates must be Iraqi nationals from the Kurdistan Region, currently residing in Erbil.
- Full Driver's License.
- Ability to work flexible hours recognising that some services may be delivered outside of regular business hours (Airport related activities).
ESSENTIAL PERSONAL ATTRIBUTES
Essential attributes for this position are:
- You will be a motivated professional with a strong ability to form effective working relationships and to deliver high performance outcomes.
- Ability to work autonomously and independently while maintaining regular, pro-active communications with a regional team.
- Commitment to collaborative practices.
- A desire to service the customer and to put their needs first.
- Excellent communicator who flourishes in a fast-paced environment.
- Ability to operate in a range of diverse locations and adapt to ever changing environments.
- Be a strategic thinker who is solutions focused with the ability to problem solve situations at short notice.
KEY PERFORMANCE INDICATORS
Success in this role will be measured through a balance of quantitative and qualitative performance measures/KPIs that are aligned to the job group Key Result Areas which will form part of your annual objectives.
Putting the Customer First
Read customer situations accurately, anticipate their business needs and identify opportunities to significantly enhance the breadth and quality of the service experience. Monitor the performance of suppliers, assessing their ability to meet quality and delivery requirements with suppliers in collaboration with other departments.
Maximising Profitability & Return on Capital
Maximise profitability through leading the day-to-day performance of an end-to-end work or operational process.
Operational Excellence
Conduct appropriate planning and management for demand, including Operations planning and purchasing decisions. Contribute to improvement of systems, processes, and standards, and to sustainability in safety and environmental performance.
Strategy & Capability
Implement & improve the Supply Planning strategy to deliver customer expectations within KPI objectives.
Growth & Innovation
Take initiative to identify growth opportunities and innovative new ways of doing business. Provide direct leadership to effectively deploy innovative practices and technologies leading to significant growth in business.
KEY RELATIONSHIPS
The key relationships are with Assisted Passage and these organisations/staff:
Host Government Agencies
Logistics Coordinator – Erbil
Tier 3 Suppliers
Supply Chain Manager – Amman
Major Subcontractors (Healix / Marm)
Case Managers – Amman
Driver (Toll)
AREA OF RESPONSIBILITY
- Iraq
- Travel (Domestically) is required.
MANAGEMENT RESPONSIBILITY
SYSTEM ACCESS
- Workday – Employee Access
- Service – Drives and SharePoint
- MoveMaestro
- TRAC
