Purpose of the role: Why does this job/role exist, what value does it add? This will be built based on the Service Statements that we have confirmed for your respective functions.

To head the documentation & back-office operations of the Global Service Centre in accordance with the agreed service level agreement with internal customers. To ensure consistent and best-in-class services (24 x 7 in applicable countries) to the customers through effective planning, management, and staffing. Ensure the complete satisfaction and activity visibility to all of the GSC external and internal customer’s needs.

Key Responsibilities:

 

List the expected end results that must be achieved in order to fulfil your job purpose and the activities that help in achieving these results- Expected End Results and Major activities

Responsible for the management of day-to-day operations of the process and ensure adherence to processes, systems and schedules to drive service excellence, quality, productivity and maximize revenue generating opportunities Function as the contact point for escalated customer complaints and handle such cases effectively and professionally, exhibiting proactivity and responsiveness to customer issues. Responsible for co-ordination and flow of information with other departments (interfaces) Assist in providing support to various department within the organization pertaining to process Improvements To understand the requirement of the country documentation and devise guidelines / SOP to the teams to ensure compliance. Evaluate, and recommend operational changes to raise both efficiency of service offering to clients and achieve cost effective, profitable service levels in all profit centres. Evaluate, implement, and manage all operational systems provided by DGF Group companies to ensure they are implemented effectively and utilized correctly on an on-going basis. Reviews SLA’s with countries on a periodic Ensure continued control over all operational functions through regular monitoring, and frequent meetings with all staff and Managers. Organise appropriate shifts and manning levels to meet business

Educational Qualifications: What are the specific skills, knowledge and abilities required of the job /role? Graduate / Undergraduate (Bachelor’s degree from a recognized University in any discipline) Management Qualification (preferable)

Work Experience and skills:

 

What previous experience is required to do the job /role including those related to SIAP responsibilities and accountabilities?

Excellent Communication skill (verbal and written) Basic Computer MS Office knowledge (words, excel, power point) Min 7 – 10 Years of relevant experience. Back office experience is must Good interpersonal skill Good People management Skills Good Presentation Skills (Presentation Skills of self) Excellent Analytical and organizational Skills Project Management Skills Negotiation Skills Strategic Thinking Problem solving skills Knowledge of forwarding / Logistics industry (Desirable)


DHL Competencies: What are the key 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 other views; Develops strategies / plans aligned to broader organizational strategy; Communicates strategy.

• Driving high performance: Establishes clear, challenging and achievable objectives; Aligns resources and the organization 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 recognizing the contribution of others class. Is not easily deterred when obstacles or delays are encountered.

• 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 behaviors based on feedback; Takes personal responsibility for career and development.