Job Description

DHL Express - a company that connects people!What makes DHL great? Our People! We know each employee\xe2\x80\x99s individual contributions make us the #1 Express Delivery and Logistics Company in the world.Distinguished as No.1 World\xe2\x80\x99s Best Workplace\xe2\x84\xa2 by Great Place to Work and Fortune Magazine DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our corporate culture is about personal commitment \xe2\x80\x93 to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. Start YOUR career with DHL today\xe2\x80\xa6DHL Express Global Head Office has an opening for Senior Manager, e-Commerce Programs, Global Customer Operations preferably based in Singapore and Brussels, Belgium.This role is intended to support the DHL Express FOCUS 2025 and 2030 strategy including the Compliance and e-Commerce Innovation Growth agenda projects. With the objective to -

• Deliver world-class e-Commerce Customer new or enhanced solutions and services.
• Oversee and drive network development preparation, extensive Agile UAT testing and beta pilot testing of new e-Commerce services across Operations, Customs, Customers and facilitate any cross-functional touchpoints needed.

This role joins the Global e-Commerce Customer Programs team in developing new e-Commerce capability. The work is progressive, dynamic, fun and involves network-wide preparation, UAT and Beta testing with countries and regional business teams. Specifically, the areas of support will include the following:

• Global Customer Contact Platform Product tech development as business lead
• Countries onboarding and use case development
• Feature review and first level sign off business process and fit into platform
• Customer notification and Customer Portal wording templates management
• Pre-deployment activity to drive network readiness for go-live with new capabilities
• Managing Customer Experience sign-offs pre-UAT and production product releases.
• Driving Customer Experience audits, followed by further country deployment activities in the next product phases.

The role is responsible for overseeing and driving: Product Requirements gathering, Operations process validation vs SOP with seasoned subject matter experts, Tech solution design, Pre-Deployment, UAT, beta testing and business deployment preparation for New e-Commerce service capability set-up across:A) Execution towards full deployment of new Product/Service releases globally
1. New Product or Service change request progress management and moving CRs through backlog continuously.
2. Lead new Requirements global process assessment, rejection and approval process
3. New features training materials creation and communications.
4. New features global network wide communications needed.
5. UAT test case creation, all testing follow-up and pilot country rollout planning.
6. Hypercare and Global Reporting activitiesB) Customer Returns \xe2\x80\x93 New service standardization

• Roadmap endorsement case support work with global leader and DHL customer facing team (Sales/ Customer Operations Group/ customer facing technical team).
• Support Sales in positioning, addressing customer feedback back into the project
• Drive execution efforts

How will you contribute to the success of DHL?Customer

• Represent DHL Express to present the solution concept, objectives and benefits to customers as required. Provide insights and inputs at these sessions to reassure customers or take responsibility for follow up actions required
• Ability to support the development of a solution to the customer\xe2\x80\x99s situation at hand
• Ability to translate Customer requirements into actionable plans vs program development stage
• Manage and negotiate with DHL Express global consultants/vendors to ensure viable business changes/solutions.
• Ability to support the development of a solution to the customer\xe2\x80\x99s situation at hand
• Respond to and provide counsel to cross-functional stakeholders as maybe needed on upcoming new service.
• Ensure timely and detailed communications and actions are shared with the right parties till resolution

Process

• Ensure onboarding customer process is outlined and understood. Deal with incoming queries from customer or Customs gateway/hub teams.
• Coordination of the customer deployment and execution of program new service.
• Communication: Ensure all programs and initiatives direction and progress is communicated to all stakeholders.
• Identify and highlight best practice and non-compliance fields and areas via the product and Customs OPS scorecard.
• Product and Customer Reporting \xe2\x80\x93 facilitate creation of automated dashboards as needed
• Conduct deep dives to assemble the data and diagnose the problem.
• Identify the right root causes and engage the Network to review, agree and commit to a plan of action
• Hold responsible Network party accountable for action and follow up
• Closing the Service Quality Loop: Ensure recurring issues are raised to the right management function and level for review and analysis followed by a plan of action for resolution. Communicate unresolved escalations to relevant Operations or Retail attention for further actions.

Do you have what it takes?

• University Degree in Logistics, Business management, Economics, Technology/User Experience design, E-Commerce or equivalent industry experience in a related field.
• Minimum of 8-10 years of relevant working experience (preferably at least 4-5 years of experience in team management across either network operations, Sales/business development, e-Commerce or Agile/UX projects).
• Regional or global experience are advantageous.
• Background/passion around e-Commerce Logistics.
• Customer Experience Obsession: Start with the customer and work backwards. Whilst maintaining balance vs DHL Express landscape and Strategic Focus priorities.
• Digitalization exposure \xe2\x80\x93 training/knowledge/agile or lean projects would be helpful.
• Proven experience with small, medium or large scale projects or program planning or management experience
• Proven experience with working closely with stakeholders to understand requirements and propose solutions.
• Technical skillsets in the following would be beneficial:

+ Proficient with Data Visualization tools (eg.Tableau/Power BI).
+ Develop functional data visualization / dashboards with Reporting experts.Competency segment \xe2\x80\x98Business\xe2\x80\x99Analysis:

• Analyses written and numerical/statistical information accurately.
• Considers all relevant information before drawing conclusions.
• Assesses feasibility, identifies patterns and trends in data. Makes rational decisions and recommendations.
• Always find ways to simplify.

Dive Deep:

• Stay connected to the details, audit frequently, and skeptical when metrics and anecdote differ.

Planning & Organizing:

• Attend to all Customer requirements/requests at the right time, sets clear and realistic goals and objectives. Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is structured with good personal organization. Schedules time effectively and use efficient work methods and tools.
• Decision Making:
• Makes timely and appropriate choices based on accurate analysis and experience.
• Uses sound judgment even in conditions of uncertainty and consults actively as necessary without making any assumptions.
• Anticipates impact of decisions and plans how to manage risk.

Competency segment \xe2\x80\x98Leadership\xe2\x80\x99Maximising Individual Performance:

• Give clear directions and ensures all details are provided by stakeholders in time to execute on deliverables. Enforces quality standards and agreed upon commitments.

Teamwork:

• Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions.

Competency segment \xe2\x80\x98Personal\xe2\x80\x99Ability to Influence:

• Persuades others to own point of view based on analytics. Defends position assertively. Wins co-operation from others

Communication:

• Communicates clear and concise written summaries of analysis provided. Strong ability to quickly isolate and articulate areas of improvement and opportunity. Establishes information by asking, clarifying and probing. Listens attentively.
• Always find ways to simplify.

Commitment to Excel:

• Challenges self and others to exceed standards and achieve extraordinary results. Is not easily deterred when obstacles or delays are encountered.

Drive and Resilience:

• Demonstrate energy and enthusiasm.
• Shows a high level of commitment to objectives and results.
• Is resilient, recovers quickly from setbacks. Maintains performance under pressure.

DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic\xe2\x98\xb8 DHL Express Singapore Pte. Ltd. Aperia, 10 Kallang Avenue, Tower 2 11-10/18 339510 SingaporeSarah Wieck
HR Specialist GHODHL Express Singapore Pte. Ltd.
Aperia, 10 Kallang Avenue, Tower 2 11-10/18
339510 Singapore

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