Service Centre Manager

Job Title –SERVICE CENTRE MANAGER

Introduction

DHL is a leading global brand in the logistics industry. DHL’s family of divisions offers an unrivalled portfolioof logistics services, ranging from national and international parcel delivery, international express, road, air and ocean transport, to industrial supply chain management. With its unrivalled presence in developing markets, DHL is decisively positioned as “THE logistics company for the world”.

DHL Express is a company that pioneered cross-border express delivery in 1969 & now is active in more than 220 countries and territories worldwide. We connect people and improve their lives. And we do it by being uncompromisingly customer-centric and delivering excellence day in and day out. By bringing people together and making life simpler – for our customers, our employees, our investors, and our society – we help make the world a better place.

Role Descriptor

DHL Express is looking for a Service Centre Manager to join and lead our team. He/she will be responsible to manage the Operations Centre by implementing strategies to ensure improvement in both service and transit time performance whilst managing costs.

Role Details

Role title : Service Centre Manager
Corporate/Business : DHL Express
Department/Function : Operations
Job family : EXP IN Local Ops
Reports to : Area Operations Manager

Scope of role

No. Of FTEs [year]: No. of Operations FTEs for Operations Centre
Direct/Indirect reports [year]: Courier Supervisor, Warehouse Supervisor, Network Control Supervisor.

Key Responsibilities

He/she will have to perform the following key activities:

Customers:

• Prvide high quality services and demonstrate DHL value to customers while meeting and satisfying customers’ needs.

National Operations Manager:

• Wrk with management team to build cohesive, high motivated team.

Ground Operations Manager:

• Achieve the operation KPIs and business goals by communicating and providing full functional support to the Ground Operations management team.

External Vendor:

• Ensure the performance of all vendors in line with DHL team and meet network standards.

Industry Contacts:

• Liaise with local authorities such as Labour Department, Police Department and Customs Excise in meeting industry and authorities standards and requirements.

Hub Operations Manager:

• Work close with Hub operations while implementing countries operational initiatives
• Ensure the process between Service Centre and Hub operation is in line with network standards.

Sales Team:

• Support the business acquisition process and provide after sales support in order to achieve revenue and profitability targets.

Customer Service:

• Manage all customers’ inquires and ensure high quality services provided.

Operations Support Manager:

• Liaise with Operations Support Management ensuring smooth operation in the owner operator system.

National Operations Manager, Human Resources and Line Trainers:

• Ensure employees in Operations are trained and developed to meet business and succession needs.

Operations Centre Management:

• Achieve market leading transit time, data quality and service performance targets. Manage the measurement, monitoring and actions for improvement.
• Ensure that DHL meets/improves upon its regulatory and environmental obligations while actively leading initiatives to remove trade impediments.
• Ensure proper maintenance of the facility, equipment and infrastructure in accordance with regional guidelines and company image.
• Ensure Operations team remain within cost targets and seek means by which to manage costs whilst maintaining/improving service and productivity levels.

Security Management:

• Oversee Security practices to ensure policies and business needs are met.

Alignment with Regional Direction:

• Roll out projects to address regional and network imperatives and programmes.
• Implement the Operations component of Annual Operating plans in tandem with the Regional strategies.
• Ensure operational practices and procedures are compliant with regional and network operation policies

He/she should maintain employee Satisfaction and unplanned staff turnover.
He/she should ensure employee development and employee accountability and performance.
Develop a high performance service culture within the functional department. Plan, organize and direct and efficient and effective functional department.
Develop IKOs/KPIs with team members and monitor individual performance.
Consult performance appraisal.
Manage the allocation of appropriate resources and commitment of staff to the achievement of Global, Regional and Country objectives and targets.
Identify training needs and opportunities to develop a highly skilled functional department.

Skills Required

Analytical skills.
Negotiation skills.

Profile Requirements

(Experience/Certifications/Qualifications/Licenses)

Degree (preferable).

Profile Requirements

(Experience/Certifications/Qualifications/Licenses)

Degree (preferable).