Service Quality Manager Southern Africa at DHL

Key Responsibilities

Operations Process

• Analyse, report and communicate country service and cost performance against Regional and Country standards, targets and key performance indicators.
• Define and drive forward country service and cost performance improvement activities and plans in line with Country and Regional imperatives
• Identify, initiate and drive operational performance improvement actions with local operations entities and other countries to improve the country’s inbound and outbound performance
• Support within the country, service improvement analysis and action initiated by the region or other countries
• Deliver new and enhanced processes to the evolving business needs
• Manage the operations processes on a daily basis, resolving issues and initiating corrective action where appropriate using Global SOP gap analysis
• Develop and deliver improvement initiatives at facility level to achieve facility health card performance KPI’s
• Plan and implement regional / country operations processes and procedures at facility level
• Manage and participate in cross functional project teams as required.(First Choice, DVRA, INSIGHT etc)

Management of outstations operations

• Operations Training Deployment
• Manage the training requirements within operations focusing on performance improvement initiatives
• Maintain and improve skill set of operations staff
• Work closely with OC skills training Administrator in the deployment of training initiatives for operations
• Provide and deliver Global SOP, process and system training to continually improve service performance

Operations Systems

• Manage the provision, input and maintenance of country service information to the ESD/GREF and other DHL information and data repositories to meet network requirement
• Liaise with IT with regards to the optimal running of the operations IT systemsManage the operations systems on a daily basis, resolving issues and initiating corrective action where appropriate, and managing the dependencies and interfaces between systems
• Support the implementation of operations systems - new systems and systems upgrades
• Plan and implement local operations systems projects with zero service impact

GLOBAL SOP

• Conduct Global SOP audit both at country and SSA levels and initiate follow-up actions to ensure that identified audit gaps are closed out.
• Acts as Global SOP contact for Southern Africa as well as coordinate Global SOP audits in Southern Africa
• Provide feedback and implement improvement initiatives to maintain Global SOP accreditation
• Communicate with operations teams the best demonstrated practises
• Manage CRISP in the Zone

Minimum Requirements

Education & experience

• University Degree or its equivalent
• Minimum of 5 years DHL operational experience
• Minimum of 3 years managerial experience
• Experience in procedures and documentation auditing