Inhouse Cluster Manager at DHL

• Overall management and performance of all Inhouse customer sites, ensuring that customer requirements are met efficiently, professionally, and in accordance with DHL network standards and budget parameters. The role oversees customer solutions agents, onsite customer operations, resources, equipment, consumables, and operational processes, while driving service excellence, operational efficiency, and continuous improvement initiatives.

What you’ll own

• Conduct performance trend analysis to identify opportunities for improving database(CMF) accuracy, service quality, and operational cost efficiency.
• To integrate quality into the business by ensuring that every customer contact is a demonstration of absolute dedication towards providing first time solutions for the satisfaction of the onsite customers immediate and future needs.
• Ensuring that ISO and GSOP procedures are implemented and maintained at the inhouse sites.
• Support internal contacts and operations management in the resolution of service of performance issues for the in-house customers and inhouse sites.
• Support the sales acquisition and customer maintenance processes for inhouse customers to achieve profitable revenue growth for DHL within budget and improved customer satisfaction.
• Assist with budget forecasting for the inhouse group for equipment and permanent staffing.
• Assisting and providing input with regards to on-site co-ordinators planning and specifically forecasting and spending (CAPEX) in order to meet and maintain customer and service standards.
• Direct accountability for the services performance and operational cost for the inhouse group against defined standards and targets.
• Ownership of the inhouse P&L and cost target achievement. Monitor and improve the levels of cost awareness through the review of all cost lines in the monthly cost analysis spreadsheet, and the implementation of proper cost procedures. Review monthly cost trends.
• To ensure that on site customer invoices are received and paid in line with network requirements.
• Where required, to liaise with customers finance departments to ensure timeous payments of invoices and resolving any queries pertaining to the invoices or their account.
• Oversee and review special projects for inhouse customers in conjunction with the solutions specialist. This includes reviewing a business case and project plan.
• Ensure that the project is completed successfully with the given time frame.
• Review the outcome of the project with operations, sales and the inhouse customer detailing the areas of weakness identified during implementation, discuss, and agree on a development plan for further improvement for future projects.
• Monitor operations performance for the inhouse group against scorecard targets; and ensure that actions to reverse identified areas of underperformance are implemented.
• Manage and support business acquisitions and customer relationships, managed from the operational perspective for the inhouse customers.
• These are managed by the national and relationship channels, both directly with customers and in conjunction with appropriate DHL sales management. Identify potential commercial opportunities through customer liaison and assisting in developing strategies to expand business and service levels for the inhouse for the inhouse customers.
• Guide and direct inhouse group to achieve and meet revenue targets.
• Review bi-annual profitability for each inhouse site.
• Recruit, build, manage, and develop a team of motivated staff members to maximize performance and ensure delivery of the agreed objectives.

What we are looking for

• Post graduate & post matric qualification in related field or business management.
• Minimum 5 years’ experience within logistics operations role within a country.
• Experience in customer services and managing stakeholders
• Proven leadership and people management capabilities
• Effective problem-solving, analytical, and decision-making skills.