Job Description

Schedule: Full-time Shift: Mixed Shift

Key activities Overall goals / Typical measures

Customers · Develop and implement initiatives that will ensure DHL provides market-leading service. · Liaise with Commercial to develop strategic solutions for key accounts and / or new markets. · Support Commercial department with high level and strategic customer meetings where required. · Deliver Network Service Standards and improve operations processes. · Provide total best in class express service and solutions to local and global customers to ensure their requirements are met according to pre-agreed performance levels in line with our network standards. · Deliver to customers the information and/or the solution that is based on their business requirements & cost models and ensure all solutions and TDI implementations are within all DHL Global policies and procedures and to Customer specification. · Provide all Customers with accurate DHLE business information to ensure timely and effective implementation of DHL service to their business model. · Recommend logistic strategies for complete end to end solutions. · Understand customers' need and ensure proposed solutions is implemented as per agreed timeline and service level target. · Liaise with customers to identify room for improvement and implement related strategies.

Leadership · To communicate, motivate and provide direction to all staff ensuring that a high level of morale is achieved and maintained. · Lead GOPS teams to achieving an efficient and high quality service performance. · Manage the Service Centre supervisors/TL by empowering them to achieve their objectives whilst providing constructive feedback when necessary. · Be an integral member of the DHL Management Team that will communicate reinforces and support DHL's mission, vision and core values.

Reporting · Monitor, investigate and action all OPS performance reports. · Control, monitor and review the monthly P & L and supporting financial reports, maintaining on or under budget. · Submit monthly reports pertaining to Outside Hire, Vehicle Hire, Overtime and FTE's vs budget. · OHS & EMS reporting and ensure alignment to regulated auditing requirements. · Maintain a staff meeting schedule ensuring all staff are fully informed of all relevant information. · Liaise and report to the Head of Operations and other Operations Managers when necessary.

Personnel · Ensure the recruitment, training, facilitation and support of new and existing employees is followed according to company guidelines. · Complete the twice a year performance review process for all direct and indirect reports. · Maintain succession plans for Self, all Supervisors and Team leaders. · Maintain Development Plans for all nominated staff, ensuring that staff undergoes continuous development for their next role.

General Responsibilities · Ensure planning efficiencies are maintained for all employees leave, including annual, and sick leave. · Ensure all staff are trained to a level of competency to allow them to perform their functions effectively, and to assist in further developmental training. · Ensure the safety of staff, including compliance with occupational health and safety regulations.

§ Service Quality: Improvement in TT, Data, Shipment Security and Operations Cost/Move

§ Customer Satisfaction

§ Improve EOS results.

§ Revenue, market leadership

Ensure full OHS & EMS reporting

Follow staff Acceleration process.

Work with the OCPM / Budget

Health card KPI

Stakeholder - business roles: Internal - functional roles: External

Suppliers / Regulatory Authorities / Industry · Liaise and work with State authorities on award legislation for staff · Manage and liaise with State based union representatives · Liaise and manage linehaul and third-party courier companies for services within the country. · Contract negotiation and management of suppliers · Design and implement key performance indicators to

Cost structure / OCPM

Successful negotiation of contracts

Dispute resolution.

Facility development and quality programmes

Process

Ground Operations Management · Develop country Ground Operations component of Annual Operating plans in tandem with the country strategies and ensure implementation of the plan. · Perform management tasks with due regard to budgetary targets, service/ productivity levels and cost controls. · Achieve Ops Cost Per Move target / budget for ground operations. · Ensure that DHL meets/improves upon its Ground Operations regulatory and environmental obligations. · Agree and achieve market leading Transit Time, Data Quality and Service Performance targets. · Ensure Service Centres are managed within cost targets and seek means by which to manage costs whilst maintaining / improving service and productivity levels. · Ensure all Service Centres are in a clean and tidy state at all times. · Plan, develop and implement smarter work practices and new technologies. · Ensure all vehicles and capital equipment are maintained for effective use · Ensure safety and security policies measures are implemented, maintained and at the forefront of staff objectives

Procedural · Meet or exceed all GSOP standards within all Service Centre operations. · Ensure data return to the network complies with network standards, using the latest technology tools and systems. · Ensure the network compliance of undeliverable and network control functions is maintained. · Ensure cash collection & same day reconciliation is well managed all over the country.

Innovation and Expansion · Support the business acquisition process and provide after sales support as required in order to achieve revenue and profitability targets · Manage the actions for improvement within the scope of Ground Operations. · Develop initiatives to improve operational capability and expand country network and services. Security Management · Oversee Ground Operations Security practices to ensure policies and business needs are met. · Manage a secure product offering for all customers Ground Operations Team Management · In conjunction with Human Resources and Line Trainers, ensure employees in Service Centres are trained and developed to meet business and succession needs and ensure that adequate manpower is planned and in place. · Recruitment and development of all staff and management, with the appropriate levels of training and opportunity provided.

Performance reporting for healthcards

OCPM / Budget

PUDO/SCO

Fleet Control

Country & state KPI's

Operations Performance scorecard in line with predefined targets

ISO certification

OHS regulations.

Achieve GSOP audit passes.

HMS reduce held shipments.

GDA - ensure proactive use of this route allocation tool.

Ensure full scanning compliance and correct handover.

Sales visits and support.

Ensure TAPA & RACA compliance at all sites.

Security screening

Work Health & Safety Managers and supervisors who supervise staff are responsible for their health and safety. Managers and Supervisors are responsible for ensuring:

· As far as reasonably practicable the health & safety and welfare of workers under their direction or control. · As far as reasonably practicable the health and safety of others who may be present in the workplace such as customers, visitors, and clients. · That all regulations, procedures and safe work practices are enforced followed at all times. · That workers have relevant information, instruction and training to enable them to complete the planned activities in a safe manner · Implement and monitor compliance of workplace health and safety policies, procedures and safety rules in their area of control · Provide adequate supervision · Employees under your area of responsibility participate in WHS training programs as directed by DHL

· Encouragement of appropriate attitudes towards WHS

· Identify eliminate or control hazards and risk in your work areas as per the hazard reporting and risk management procedures.

· Actively participate in WHS inspections and audits

People - Management

§ Determine organization structure, roles and responsibility and performance targets for the function § Develop a culture of quality, service excellence (for internal customers), flexibility and cost awareness and accountability. § Develop a team spirit and multitasking capabilities within the team. § Plan, organise and direct an efficient and effective function. § Develop IKOs/KPIs with team members and monitor individual performance. § Conduct performance appraisal, including coaching § Manage the allocation of appropriate resources and commitment of staff to the achievement of Global, Regional and Country objectives and targets. § Identify training needs and opportunities to develop a highly skilled functional team.

§ Availability of required skills with excellent understanding of business. § Optimum utilization of resources. § Positive 'can do' attitude. § Influence evidences throughout organization. § Unplanned staff turnover. § Employee development. § Succession planning. § Employee accountability and performance.

Key capabilities / Competencies

Skills Communication skills (Frensh & English, fluently spoken and written)

Competencies

Making Customers More Successful: Maintains effective relationship with customers. Develops and delivers high quality/innovative products, services or solutions. Focuses on customer needs and gains their commitment. Gains management/colleague support to meet customer needs.

Shaping Direction: Ensures strategies/plans are aligned and reflect others views. Develops strategies/plans aligned to broader organisational strategy. Communicates strategy.

Driving High Performance: Establishes clear, challenging and achievable objectives. Aligns resources and the organisation within own area of responsibility to achieve objectives. Regularly reviews and communicates progress against objectives and adjusts as needed. Champions continuous improvement and innovation. Inspires results and respect by empowerment, accountability recognition and rewards recognising the contribution of others.

Developing Others: Provides employees, colleagues and business partners with candid and regular feedback. Provides employees with development opportunities. Supports employees with career opportunities. Inspires others to develop themselves.

Developing Self: Conveys a clear sense of personal goals and values. Actively seeks feedback to improve performance. Develops new skills and modifies behaviours based on feedback. Takes personal responsibility for career and development.

Expected years of experience (Minimum) § 5 years management experience in transport related role, preferably in the Air Express Industry § Experience in implementing change. § Experience of the local regulatory environment § Data Management experience § Export Process experience. § Budgeting and Cost Management experience

Expected Educational Qualifications

Desirable: Degree or equivalent (Business Discipline) People Management qualification Financial/Cost Management qualification