Job Description

Role Summary

Manage the Operations Group by planning and implementing strategies to ensure improvement in both service and transit time performance whilst managing costs and to provide the fastest, most reliable and secure global door to door express transport service in the market with full end-to-end real-time visibility of shipment status and progress throughout the network in the most cost effective manner.

Key Activities

• Provide best-in-class express transportation service to meet current and expanding business and operation requirements by ensuring development and implementation of initiatives and partnerships.
• Support the business acquisition process and provide after sales support in order to achieve revenue and profitability targets.
• Support with strategic business interest, development of annual business plan and strategies, implementation of plans, setting performance targets, infrastructure development.
• Develop and manage relationship, manage performance and cost of key suppliers, country agent partner.
• Equip and train internal teams, service partners and vendors to deliver the same level of excellent service to our customers.
• Represent DHL Interest at all levels of government and customs authorities.
• Support other functions e.g HR, IT and Fin in various initiatives to achieve corporate objectives and delivering best-in-class service to our customers.
• Cooperate to get resources, solutions and contribute towards the successful implementation of regional imperatives, programs and targets, suggest review, approve policies and procedures affecting the countries.
• Make sure operations equipments and software are adequate for performing tasks.
• Work with Hub Managers, region and country Ops managers to ensure the service levels are met.
• Regular and effective communication between DHL partners to improve service, reduce cost and develop better cooperation between the different parties.
• Lead implementation and enhancement of workplace facilities to ensure local regulatory compliance and a Safe and Healthy work environment.
• Collaborate closely with Finance to effectively manage the drivers of Operations cost in order to optimise cost and quality.
• Manage service levels, exceptions and costs with a view to optimise Ops Costs.
• Ensure ESG reporting from Ops is accurate and consistent.

• Determine organisation structure, roles and responsibilities and performance targets for the functions.
• Develop a culture of quality, service excellence (for internal customers), flexibility and cost consciousness.
• Develop a team spirit and multitasking capabilities within the team.
• Plan, organize and direct an efficient and effective function.
• Develop IKOs/KPIs with team members and monitor individual performance.
• Conduct performance appraisal, including coaching.
• 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.

• Exhibits an exceptional degree of ingenuity, creativity, resourcefulness and empathy.
• Analyzes and resolves complex cross-functional issues.
• Well-developed relationship skills and ability to network with multiple levels of an organization and other business units.
• 10 years management experience in a service related role, preferably in the Air Express Industry.
• Experience in implementing change.
• Experience of the local regulatory environment.
• Excellent Communication skills (English), spoken and written.

DHL