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Area Service Quality Analyst

DHL • Full-time • Casablanca, Casablanca-Settat, Morocco • 2w ago

Key activities

Overall goals / Typical measures

Customer

External

Internal

Customers

·Deliver Network Service Standards and improve operations processes.

·Provide total best in class express service and solutions to local and global customers to ensure their requirements are met according to pre-agreed performance levels in line with our network standards.

·Deliver to customers the information and/or the solution that is based on their business requirements & cost models and ensure all solutions and TDI implementations are within all DHL Global policies and procedures and to Customer specification.

·Provide all Customers with accurate DHLE business information to ensure timely and effective implementation of DHL service to their business model.

·Recommend logistic strategies for complete end to end solutions.

·Understand customers’ need and ensure proposed solutions is implemented as per agreed timeline and service level target.

·Liaise with customers to identify room for improvement and implement related strategies.

Country Ops Management:

·Provide regular Operations Performance updates which identifies actions, changes and investment required to achieve our service and cost targets.

·In conjunction with the functional owners like Gateway, SVC, etc… work to identify performance gaps and initiate appropriate improvement response to address the issues.

·Support operations focusing on performance improvement initiatives.

·Provide regular performance reports and analysis.

·Develop short- and long-term business objectives to meet operations strategic imperatives.

·Manage and participate in cross functional project teams as required. (FC, ICCC, etc…)

·Support all OPS trainings.

·Support BCA preparations

·Support all audit processes like ISO, TAPA etc…

·Manage all ops projects as required.

Customer Interface (Sales, CS, Ground, GTWs):

·Ensure customer interfaces have sufficient information to pro-actively inform key customers in the event DHL is unable to meet the service requirements.

Region & Network:

·Act as a direct point of contact for escalated issues

·Provide input and country requirements to the development of the annual Regional Operations Performance Plan.

·Provide regular performance updates which identifies action required to achieve service targets in the inter region Transit Time management.

·Work closely to implement regional and global initiative at a country level.

·Provide focus with regards to performance reporting and analysis to identify operations constraints and opportunities and channel operational programs towards the achievement of Global and Regional operations KPI targets.

·Align and drive performance reporting and improvement tools, systems and activities to regional targets, standards, and business objectives.

·Support and manage operations or local input regarding Customer Operations & business solutions to the Network.

·Manage response & implementation of Network customer programs.

·Manage operational post-sales support.

Other country functions (Country & Regional Operations and Aviation Management Team, Country Gateway, Sales, CS, Finance, Marketing and IT, etc)

·Set up and lead a multi-functional group to regularly review performance/processes issues to secure buy-in and accountability for the actions.

·Work AsOne with the other country functional owners to identify gaps and initiate appropriate improvement responses to fix the highlighted issues.

Projects- Local & Regional

·Liaise with the Operations SMT and other project teams to ensure work is neither overlooked nor duplicated.

·Implement standardised SLA or similar to all customer programs and solution offerings.

Revenue & Cost

·Assess yield viability for customer solutions.

·Ensure Customer solutions do not increase unit cost.

·Identify and manage all Operational revenue leakage for customer programs, products, and Operational processes.

Sales teams:

·Support commercial teams- Ops updates, attend Sales meetings, support Operations Induction for Sales teams across country.

·Support top & strategic customers.

·Support Sales teams to ensure all Customer account program are profitable & fit the operational shipment profile.

§Performance & Transit time improvements

§Operations Performance scorecard in line with predefined targets

§Customer Satisfaction

§Revenue, market leadership

§Service Quality: Improvement in TT, Data, Shipment Security and Operations Cost/Move

Cost:Reduction in re-work, traces etc through fewer errors and improved

compliance

Quality

Lead country for the development, deployment & compliance for ISO certifications.

Quality systems

ISO development & deployment

Ops

Performance

·Develop, recommend, and participate in the process of determining performance standards and targets for all the key indicators.

·Develop, communicate, and ensure implementation of Country Operations Performance Plan in line with the Country and Regional Operations objectives and improvement projects.

·Continually improve service performance and customer satisfaction without negatively impacting the cost position.

§Formulate and develop contingency plans with all key Country Operations Management to initiate in the event of a service failure.

§Provide clear and consistent direction for issues that are escalated from the network.

§Ensure that AQCC users are complying to agreed service standards with the regional SQ team.

§In conjunction with the functional owners (eg: Customs Clearance) work to identify performance gaps and initiate appropriate corrective and follow up action plans with responsible line and functional management.

§Provide Country Management with regular Performance updates which identified actions, changes and investments required to achieve our operational targets.

§Respond and communicate to all concerned regarding any breaking news that would affect Service.

·Improvement in Operations KPI’s including Transit Time, Checkpoint Compliance, Data Timeliness

·Improvement in Operations Programs including COA/ RDD

·Reduction in traces

·Customer satisfaction

·Transit Time performance, Global and Regional KPI targets

·Transit Time KPI’s

NCG

·Provide tracing service for the network and interface with local country customer service on service incidents and enquiries.

·Provide proactive and immediate response to external/internal customers with escalated service issues.

·Ensure Regional Must Dos are implemented and teams KPIs achieved.

·Co-ordinate contingency flights/plan so operations can action in order to avoid or minimise service impact.

·Provide proactive customer notification and service recovery: real time responses to offload, technical delays, send daily Recap reports to the whole network.and country stakeholders.

·Focus on CPK reduction.

·CAL carrier relationship and negotiations.

Key capabilities

Skills

Ability to manage multiple programs/projects under sustained pressure.
Effective analytical problem-solving skills, high-level reasoning, listening and decision-making skills, negotiation skills.
Strong Ops processes knowledge and good projects management skills
Well-developed planning and organisation skills
Effective communication skills in English
‘Can do’ attitude with a well–balanced sense of perspective & sense of humour.
Good communication and people management skills
MS Excel and Access good mastering

§VBA & DB programming skills are highly preferable.

Competences

Competency segment ‘Business’

Customer Orientation: Is focused on identifying and understanding each customer’s needs. Expresses and acts on desire to assist customers in an efficient and friendly manner.

Planning & Organizing: 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 uses 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. Anticipates impact of decisions and plans how to manage risk.

Competency segment ‘Leadership’

Developing People: Facilitates the development of others through personal involvement in coaching, mentoring and sponsorship. Creates an environment that fosters learning, growth, and development to improve DHL's capability to achieve the strategic vision.

Building and Leading Teams: Knows the talent* needs of the team. Attracts and develops the people who can meet those needs. Encourages effective cooperation among team members and between teams. Inspires team spirit and the commitment to achieve high standards of performance.

Competency segment ‘Personal’

Influencing: Persuades others of the value of an approach or idea. Gains commitment and support and gets others to willingly take action.

Communication: Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style, tools and mode to the needs of others. Listens attentively, and summarizes or asks questions, when needed, to clarify information.

Commitment to Excel: Challenges self and others to exceed standards and achieve extraordinary results, striving for best in class. Is not easily deterred when obstacles or delays are encountered.

Expected years of experience

§Min 3-5 years experience in operations / SQ,NCG expertise will be an advantage

§Proven analytical skills/certification of Service Quality tools and training will be an advantage, eg TQM, 6-sigma

Educational Qualifications

§Bac+4/5 in Business, Transportation or Logistics