Customer Support Operations Program Manager

Reporting to the Customer Operations Group Senior Manager, the incumbent will manage operational related projects/programs by providing standardized, sustainable, repetitive solutions for specific customer/s or industries to deliver improvements in service expectations and cost performance.

The programs/projects are related to new business acquisition/RFP/RFQ responses, solution implementations & pre/post-sales support; as well as to ensure the required work streams are completed on time, within budget and to specified quality criteria.

• Deliver information and/or solution that is based on business requirements & cost models, to customer specification.
• Initiate monthly & annual portfolio performance review meetings with Group Manager
• Support monthly/quarterly/annual meetings and/or conference calls with Customers to review delivered performance metrics (KPIs).
• Where necessary, initiate and drive service improvement and/or cost reduction initiatives to meet performance targets.
• Perform continuous improvement initiatives regularly as agreed with the Group Manager & perform regular GEMBA & PD reviews to identify root causes and actionable & sustainable solutions
• Lead in defining the operational requirements, needs and improvement opportunities
• Work with the other functions eg. CS, Network Operations, Commercial, HUB, IS, Finance, Marketing to resolve issues & provide an operations perspective on the solution required.
• To manage integrated solution in such a way that:
• All service performance targets are achieved/exceeded,
• All customer satisfaction targets, as set with the customer are met,
• The solution is provided at the highest level of productivity and at the lowest acceptable cost.
• Initiate and manage the development and implementation of customer specific enhancements that improve the overall service performance and profitability of the solution for DHL.
• Communicate and promote the contract, Service Level Agreements (SLA’s) and (enhanced) operating procedures to all stakeholders within both DHL and the customers’ organisation.
  
  

Requirements:

• Experience in logistics operations, customer services and/or sales with knowledge of express network operations (desirable)
• Basic knowledge in principles of supply chain management (desirable)
• Basic knowledge in Problem solving skills (8D/CAPA) (desirable)
• Lean Sigma / Six Sigma / First Choice / Prince2 / PMP qualifications (desirable)
• Knowledge in continuous improvement tools & process mapping skills (highly desirable)
• Experience with systems and databases for performance measurement purposes (highly desirable)
• Critical thinking and Analytical skills
• Good communication skills in English (written & verbal) (Other languages – desirable)