Customer Support Operations Program Manager
- Military veterans preferred
2024-09-16 DHL (https://group.dhl.com/en.html)
Other
/yr
full-time
employee
Singapore
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)