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 / communication with the Country Ops Managers’ and the 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 PLUS the sub-regional operational strategy (short and long term) and policies within overall regional DHL context, in terms of door-to-door profitability, service quality and cost performance
- Manages 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.
- Establishes 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
- Directs 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
- Analyses and approves country investments that best meet the organization's business needs
- Drive improvement of operational processes, facilities, and capabilities, through standardising operational practices and optimising work methods in DHL organisations to maximize productivity improvement.
- Specifies service and quality targets within divisional / regional guidelines and ensures their achievement for the countries & cluster
People and Performance Management
- Assists countries with recruiting talent and develops the members of the operations leadership team in the country & cluster; keeps them motivated and coordinates their efforts to enhance customer service experiences for internal customers and develop staff to the maximum potential
- Together with Country Ops mgr & HR Approves key personnel decisions for the function
- Generates commitment, motivation and enthusiasm to company and division by motivating and retaining the best talents within DHL to enhance customer service experiences for internal customers
- Challenges self and others to exceed standards and achieve extraordinary results striving for best-in-class; determines team structure, roles, performance targets in co-operation with division leadership
- Evaluates staff performance and proposes development / promotion for Ops staff in conjunction with Country Ops Manager & HR
- Design and develop Operations architecture (org structure, job profiles, competence profiles)
- Develop performance contracts, performance targets and KPI for Operations staff
- Ensure all countries build departmental capacity and capability to enable achievement of operational & 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
- Ensuring 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
- Oversees the operations budget on the country level
- Together with country Ops Decides 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
- Prepares necessary frequent reports for Cluster & SSA Area office
- Analyze records of customer inquiries, service requests and complaints to identify trends for countries
- To maintain standards, use operations data to focus resources on improving performance
- To 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 identifed
We are looking forward to your application.
