Job Description

Reporting to the Senior Manager, Service Quality, you will provide analytical expertise and reporting services for key operations performance indicators in the SG Country and to identify improvement opportunities, enhance operational efficiencies, drive down costs and increase profitability.Responsibilities:

• Use existing tools and methodology to conduct in-depth analysis to identify issues, problems and opportunities to enhance operational efficiencies, improve service quality, and drive down costs and increase profitability.
• Develop or enhance tools and methodology to improve analytical and diagnostic effectiveness
• Conduct on-site observations and root cause analysis with stakeholders to accurately identify service gaps
• Prepare detailed analytical reports on these findings and list of possible remedies
• Keep track of actions that are taken to address identified problem areas and monitor performance for improvements
• Ensure performance reports are produced according to specifications and distributed according to the agreed timetable
• Conduct on-site audit checks on ground ops process to ensure compliance to standards. Anticipates impact and plans how to manage risks.

• Interpret and transform the data into meaningful information that can be acted upon.
• Breaks down a problem, situation or process into its component parts, separates the main issues from side-issues, and understands the nature of parts and their relationship to one another.
• Sets clear and realistic goals and objectives.
• Participate in UAT to provide inputs and requirements in the development of regional performance tools
• In conjunction with the functional owners (e.g. HUB Ops, NCG, Clearance, Service Centre, Sales, etc) work to identify performance gaps and initiate appropriate improvement response to address the issues. Regular follow up with the respective stakeholders to ensure closures of issues highlighted.
• Manage reference data used by Operations performance reporting tools and external applications. Manage clean-up exercises.
• Seeks out and critically evaluates both numerical and narrative information.
• Draws accurate conclusions on timely manner based on appropriate choices on accurate analysis and experience.
• Participate in the planning, development and deployment of training packages for systems, tools, methodologies and processes within the Operations Performance Management framework.
• Is structured with good personal organization. Schedules time effectively and uses efficient work methods and tools.
• Participate/Lead in Continuous Improvement initiatives related to KPI Performance and GSOP checkpoint compliance on Ground Ops process to ensure compliance to standards. (eg. Gemba, ImpAct, DMAIC)

• Degree in Business/Transportation/Statistics preferred.
• 2 years relevant experience in Service Quality/Performance preferred.
• Experienced MS office user: Excel, Access, Power Point, Power Automate.
• Good understanding of databases is required. Knowledge of the following is an advantage SQL,VBA, Power BI, Tableau.
• Proven ability in report formulation; able to assemble accurate analytical reports highlighting and interpreting key business information.
• Expresses ideas effectively thru dashboards, adjusting style, tools, and mode to the needs of others.
• Highly numerical and detail conscious.
• Continually seeks to accomplish critical tasks with measurable results. Overcomes obstacles and makes adjustments to achieve results. Focuses self and others to achieve targets aligned with business goals.

DHL