Cluster Director Ground & Gateway Operations East Cluster at DHL

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

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 manager & 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

• Post-graduate qualification in Management

Experience

• Minimum of 10 years in Logistics and/or courier industry
• 5 years’ experience leading Operations teams