IT’S NOT JUST AN OPPORTUNITY TO GET ON THE CAREER LADDER.
IT’S AN OPPORTUNITY TO HELP THE WORLD GET ON TOGETHER
Why do people call us the world’s most international company? Is it because we operate in more countries than any other logistics provider? Is it because we invented cross border shipping over 45 years ago? Or is it, perhaps, because what we do connects people across the world. And the more we can connect people, the better life on earth becomes.
We love our role in the world. And we’re looking for the right people to help us maintain – and grow it. People like you.
Role Context
Under the management of the Senior Cluster Director Network Operations and Aviation, the appointed person is mandated to manage a cluster of countries, provide, and implement the Global and SSA Operational Functional Direction through regular collaboration and communication with the Country Ops Managers and, where applicable, the Country SMT.
The role inter alia covers the management and oversight of the following key Country activities:
- GSOP Compliance
- Aviation Handling & Safety compliance
- OCPM management – (NOEP Initiatives)
- CRA compliance, implementation, and outcomes
- Infrastructure and Fleet management
- Security compliance
- Service Quality Improvements
- Health & Safety compliance
- Encourage Employee engagement
- Ensure full support of CIS training
- Delivering great results without compromising on Respect.
Key Responsibilities
Operations Management & Strategy
- Contribute to the overall strategic direction and management of the clusters and the sub-regional operational strategy (short and long term) and policies within the overall regional DHL context, in terms of door-to-door profitability, service quality, and cost performance.
- Manage the profitability and growth of the organization’s operations within a cluster.
- Ensure Aviation handling & safety compliance procedures and processes are in place in all countries.
- Ensure all Security procedures & processes are in place across all countries.
- Ensure health & safety standards are in place in all countries.
- Establish the required operating standards and procedures to provide cost-effective, superior customer service.
- Liaise with relevant departments to bring Operational expertise to the customer relationship and ensure cost-effective service offering.
- Direct the preparation of the countries operating budgets within principles set by division/region and proposals for investments in infrastructure, technology, equipment, systems, or other resources on the country.
- Analyze and approve country investments that best meet the organization's business needs.
- Drive improvement of operational processes, facilities, and capabilities, through standardizing operational practices and optimizing work methods in DHL organizations to maximize productivity improvement.
- Specify service and quality targets within divisional/regional guidelines and ensure their achievement for the countries and cluster.
People and Performance Management
- Assist countries with recruiting talent and develop the members of the operations leadership team in the country and cluster; keep them motivated and coordinate their efforts to enhance customer service experiences for internal customers and develop staff to the maximum potential.
- Together with Country Ops manager and HR, approve key personnel decisions for the function.
- Generate commitment, motivation, and enthusiasm to the company and division by motivating and retaining the best talents within DHL to enhance customer service experiences for internal customers.
- Challenge self and others to exceed standards and achieve extraordinary results striving for best-in-class; determine team structure, roles, performance targets in cooperation with division leadership.
- Evaluate staff performance and propose development/promotion for Ops staff in conjunction with Country Ops Manager and HR.
- Design and develop Operations architecture (org structure, job profiles, competence profiles).
- Develop performance contracts, performance targets, and KPIs for Operations staff.
- Ensure all countries build departmental capacity and capability to enable achievement of operational and commercial objectives.
- Ensure all countries align people competencies to meet the business objectives and manage staff competency levels and performance according to service requirements and business needs.
- Ensure that all countries' operations activities meet efficiency targets (Key Performance Indicators (KPIs) in line with business objectives.
Financial management & projects
- Together with country Operations managers, develop yearly operations budget (Opex and Capex).
- Monitor and control operations budget monthly.
- Oversee the operations budget on the country level.
- Together with country Ops, decide all major operations projects within countries.
- Drive the accurate creation and submission of BCA (Business Case Applications) to Country/African Management board.
Reporting and analysis
- Prepare necessary frequent reports for Cluster and SSA Area office.
- Analyze records of customer inquiries, service requests, and complaints to identify trends for countries.
- Maintain standards, use operations data to focus resources on improving performance.
- Monitor Operations KPIs, standards, and reporting.
- Balance operational metrics against operations metrics.
- Translate Operations trends into easy-to-understand reports or presentations for Cluster and SSA Area office.
Minimum Requirements
Education & experience
- Minimum of 10 years in Logistics and/or courier industry.
- 5 years’ experience leading Operations teams.
- Post-graduate qualification in Management.
A suitable internal candidate has been identified.
We are looking forward to your application.
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