Customer Support Operations Program Manager

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.


* Vendor management oversight for COG/CSS activities related to manpower supply, trucking, temperature-controlled packaging, and non-standard supplies for customer-specific programs.

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)

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