Job Openings at DHL

Role Context

• The project manager will manage the deployment and reporting aspects of business-critical projects to achieve set business benefits.
• The incumbent will participate in the design and coordinate and ensure the implementation of project management strategy and plans to successfully manage and deliver projects while meeting the cost, timescale and quality parameters in line with overall business objectives and needs, Group guidelines and policies.
• Within certain of the projects, a hands-on approach will be required to develop and/or enhance certain detailed procedures, policies and guidelines.
• This role will also be responsible to co-ordinate certain financial & people activities required by management across the finance department.
• In addition, this role will be responsible for reporting on certain performance improvement initiatives within Finance that drive standardisation, efficiencies and effectiveness across the finance department (which includes system, process, data and people related projects).

Key Responsibilities

Project Management

• Take the lead role to ensure efficient and effective best practice Project Management.
• Organize, develop and lead project team members effectively (including WI, SLA, SOP, Policies and Guidelines, KPIs and Scorecards) to ensure internal approvals on all project milestones, including post-implementation assessment to confirm sustainability.
• Identify the gaps / requirements / areas for improvement and attention in processes, people and systems as well as reforming of the strategy and project objectives, timelines and resources required to achieve the business objectives and benefits.
• Ensure that projects deliver on the desired outcomes / results ito: compliance, quality, productivity, budget, etc.
• Develop and empower the individuals in the team to strive for excellence.
• Coach and develop individuals’ skills, competence and problem-solving mindset to be MAD (make a difference).
• Maintain a high performing team spirit with a Can-Do attitude.
• Aligned with relevant Regional and Global initiatives.
• Effectively introduce and manage the “change management” mindset and communicate milestone progress with all stakeholders to ensure “buy-in” / support throughout the project lifecycle.
• Drive for system solutions focussed on: Automation, Digitization, RPA, AI.
• Present and maintain (mandated in conjunction with relevant team members) overall project presentation / tracking and related supporting documentation as deemed fit by the Project Manager.
• Where necessary, analyse process delays / failures, identify root causes and define corrective actions required.
• Implement corrective actions (process, system and/or people related) to ensure accuracy, validity and completeness and to enhance efficiencies and improve controls.
• Perform post-implementation support and lessons learned analysis.

Policies and procedures alignment

• Keep up to date with area of focus Global and Local related policies and procedures.
• Identify gaps in staff not adhering to policies and procedures.
• Define action plans, monitor implementation and provide guidance to employees to ensure adherence.
• Define training intervention required and support where required.

Minimum Requirements

Education & experience

• Minimum Bachelor’s degree or equivalent, ideally in a related field (such as Finance, Project Management, Change Management, IT or business)
• Beneficial to possess experience / certifications in: Project Management, Change Management, Stakeholder Management and/ or Performance Management.
• First-choice / LEAN / Six Sigma / PMP Certification preferred.
• Computer skills: MS Excel, MS Word, MS PowerPoint, MS Teams, MS Power BI and Business Specific Reporting Systems.

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Key Responsibilities

• Manage all service related KPI targets through effective management of the Customer Service function in the countries.
• Monitor and measure Countries’ performance against agreed targets and ensure that reports are consistently analyzed to identify BDPs for sharing as well as opportunities for improvement for action, and provide appropriate guidelines and recommendation to countries.
• Be the catalyst and focal contact point for the customer service in the designated cluster, coordinating and facilitating customers’ service-related matters to ensure issues and concerns are reflected at the regional group level and initiatives and projects are completed on time and have achieved targeted goals.
• Implement the Centre of Excellence Foundation in the countries and conduct reviews aligned to the Centre of Excellence requirements to identify strengths, best demonstrated practices and areas for performance improvements to drive service excellence, productivity improvements and cost savings.
• Conduct and facilitate the post-implementation reviews to assess the success of the initiatives and or projects and are in line with regional guidelines.
• Provide regular feedback to Country Managers on respective country Customer Service level and provide support where needed.
• Provide monthly, quarterly and annual reports for the regional directors.
• Drive quality through different activities with the countries using different evaluation approaches, including doing mystery calls and chats in the countries.
• Manage contact centre efficiently and effectively in order to meet customer’s expectations proactively, whilst adhering to stipulated service level agreements.
• Develop and deploy regional and global policies and service recovery initiatives to restore confidence in the event of service failure and trace management at the customer care department.
• Ensuring timely implementation and tracking of CS initiatives in Quality and Performance Tracking initiatives in a constantly changing environment with changing priorities, necessitating frequent trade-offs while maintaining a positive response.
• Initiate continuous improvement to processes and systems in service provision and service recovery through frequent and scheduled audits and analysis of service incidents and complaints.
• Plan and recommend resource requirements needed to provide necessary support services in the event of field pilots, field deployments.
• Lead and drive customer satisfaction to “best-in-class” standards of customers using the contact centre for their business transactions with DHL, so as to establish a competitive advantage in the business.
• Drive and improve performance of the countries to achieve service excellence through regular audits, remote support, action plan development and follow up.
• Analyze, plan and provide recommendations on the scope of the initiatives, costs and benefits, potential issues with initiatives on hand / under discussion or development / deployment.
• Create and conduct learning and information sharing environment so that initiatives, services, solutions and particularly best demonstrated business practices, can be shared and reused across the region, such as Skills Verification, coaching, succession planning for existing and any new Country Head of Customer Service.
• Reduce the cost of doing business by leveraging technology, redefining or eliminating manual and redundant business processes.
• Conduct country visits and support the CS functions to improve the customer experience.
• Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions. Suggests improvement ideas based on his/her learning
• Provide countries and management with timely status reports, deployment, KPI reports, country visit reports and other required information to demonstrate status of deployed / implemented initiatives to create a learning and information sharing environment so that initiatives, services, solutions and particularly best demonstrated business practices, can be shared and reused across the region as well as support provided to countries.

Minimum Requirements

• 5 years’ experience in Customer Service in the express/logistics industry or with similar business experience
• 3 years’ experience in a Customer Service Leadership environment
• Experience in a regional role would be advantageous.
• Proven experience of developing a team in cross-cultural environment.
• Excellent Customer Service Quality Management skills
• Profound communication skills, spoken & written in English, French and Portuguese.
• Excellent presentation, project Management, facilitation & training skills
• Excellent Microsoft Tools and Office 365 skills
• Software skills (Customer Contact Centre systems, e.g. ACD, PABX, CRM, IVR, Workforce Management Systems, Quality Monitoring Systems, etc.)
• Strong negotiation, leadership and interpersonal skills
• Analytical, organizational and motivational skills
• People Management

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Key Responsibilities

• In collaboration with the SSA finance team and country CFOS and Country Managers and with leadership from the SSA CFO:
• Provide input into sub-functional strategy of the Treasury function in SSA. This will take into consideration the business objectives, policy, guidelines, regulations and compliance requirements of DHL as well as individual country treasury regulations and requirements.
• Plan for short-term financial requirements and lead management of cash holdings, cash flows and borrowings to smoothly carry out business activities, achieve guaranteed liquidity and minimize risk exposure
• Continuously evaluate and recommend investment options, funding sources and financial instruments in line with overall financial and business objectives for the full SSA region
• Provide guidance and support to the country finance teams and regional COE functions to enable efficient management of collections and disbursements
• Guide and review investment planning, administration and continuous monitoring
• Monitor performance and security of credit, working and depository accounts held with local and international banking and investment institutions across the 41 countries
• Monitor and analyse business and financial developments affecting Treasury initiatives and activities and provide insights and guidance to the SSA financial function
• Lead and monitor compliance of the treasury processes and activities in accordance with policies, standards, regulations and laws
• Analyse challenges and areas of opportunities and recommend new ideas, concepts, processes and best practices
• Lead negotiations within the Treasury function area e.g. with banking institutions to negotiate rates and terms for best-fit solutions based on each countries treasury requirements
• Consolidate the banking providers as far as possible across SSA with the appointment, where possible of a regional banking provider.
• Establish and maintain relationships with the various banks, financial institutions and other financial community members e.g. Standard Bank (SSA RO bankers), various local banks, South African and other country reserve banks.
• Manage the sourcing of foreign currency to pay and settle network fees
• Commodity trades to pay and settle network fees where necessary
• Communicate and influence senior business leaders, (AMB, Country SMT) outside of own job area to accept practices and approaches
• Collaborate with Regional Finance COEs to implement best approaches in treasury across SSA
• Develop strong, trusting relationships with senior business leaders across DHL
• Cooperate with and coordinate 3rd parties e.g. banks, country reserve bank

Minimum Requirements

Education & experience

• Bachelor's degree in Financial Management