1.JOB PURPOSE
Manage the Country’s National Operations facilities and personnel in their provision of pick-up, delivery, service offering through counters and shipment processing services.Ensure the execution of these services to defined service, cost and quality standards and achieve targeted improvement in operations performance measures. Set and own all operational budgeted costs. Support the sales acquisition and customer maintenance processes for defined customers and physical channels to achieve profitable revenue growth for DHL and improved customer satisfaction. Responsible for customs clearance both inbound and outbound to achieve the highest Transit Time standard. Responsible for security within the Country employees, shipments and facilities.
1.PRINCIPAL ACCOUNTABILITIES
- Direct accountability for the service performance and operational cost of the Country’s Operations against defined standards and targets.
- Gateways within the Country maintaining and achieving BIC Gateway status.
- Security compliance within the country, maintaining and achieving new TAPA facilities.
- All Facilities upkeep and ideal location within the Country
- Responsible for Country maintaining ISO9001, ISO1401, ISO1800
- Responsible for planning new facility locations and customer touch points.
- Ownership of the costs & cost target achievement, with the Business Units.
- Ensure pick-up, delivery and shipment processing services are executed in line with service, quality and cost performance standards and targets.
- Ensure implementation of, and compliance to regional and country processes, policies and procedures, and any local external regulatory requirements, that relate to the operational services provided.
- Manage and support business acquisition and customer relationship management from the Operations perspective for defined customers, both directly with customers through all physical channels and in conjunction with appropriate DHL sales management.
- Monitor Operations performance against service targets and cost targets and ensure the implementation of actions to reverse identified areas of under-performance.
- Ensure that service provided by counter staffs through the service centers are in line with DHL’s standards set for delighting customers to maximize cash sales.
- Ensure the effective implementation and deployment of Regional and Country projects, programmes and initiatives, and the realization of agreed business benefits, within Ground Operations.
- Ensure that the team is provided with clear direction and performance standards and is staffed, trained and motivated to meet set targets.Perform the Motiv8 process regularly for direct reports to manage individual performance and career aspirations.
- As security is a vital and integral part of our business and as such contributes to its overall success, line managers are responsible for compliance to DHL security policies and procedures.
- Co-ordinate with Regional Hub and Transportation department, sales and third party contractors to maintain and expand the road haulage network in line with market demands, both in terms of transit times and security.
·Monitor and measure the transit time performance against performance targets.
Take the necessary action at origin and/or destination to ensure transit time targets
are achieved.
- Work closely with local management to oversee the construction/renovation of all new and existing facilities to ensure they are designed to cope with projected volumes of shipments forecasted over the next five years.
- Manage the co-ordination between country management team and functions and develop the country’s quality strategy in line with ISO 9001, ISO 1400(EMS) – ISO 1800(H&S)and beyond.
- Measure and evaluate service performance using Service Quality Index.
- Ensure performance monitoring is relevant, concise and accessible to all users.
- To develop, implement and manage security country wide
1.NATURE AND SCOPE
a)Context
The Country National Operations Manager has direct management responsibility for the Country’s Operations personnel, equipment, consumables and facilities.Specifically, he/she is responsible for the service and operational cost performance for the Country’s Operations against agreed budget, standards and targets, and the definition and implementation of actions and plans to improve this performance. Improve and maintain high performance in customs clearance.
b)Reporting Relationships
The Country National Operations Manager reports to the Country Manager.This position has xxx direct reports, Ground Ops Manager, Quality and H&S Manager, Security and Facilities Manager, Gateway Manager.
c)Contacts
FREQUENCYREASON
a.Internal
Management TeamDailyStrategy Creation and
Development
Services ManagersDailyLeadership, direction and
Guidance.
Gateway staffDailyFunctional co-ordination;
network issues and
developments
b.External
Building MaintenanceInfrequentlyLiaison takes place through
Supplies and ContractorsProcurement and Facilities
CustomersDailyServices support to sales
for large contracts or for
maintenance of existing
deals.
d)Problem Solving
·Addressing customer service and operational issues, primarily driven by GroundOperations and Gateway performance.
- Defining solutions to reverse identified under-performance against service and cost standards and targets within Ground Operations.
- Ensuring compliance to THP –ISO 1900/1800/1400 processes and relevant quality systems.
- Ensuring the implementation of agreed regional and country projects and programmes at operational sites within the country while maintaining the full operational performance of the facilities and personnel.
- Maintaining optimal operational performance within Country Operations, including staffing levels, equipment and supplies availability and functionality, and planning and projecting infrastructure investments to sustain performance and quality levels.
- Managing all country facilities, relocating, maintaining and planning for growth.
e)Decision Making
·Service operating policy and procedures
·Services procurement over field spend
·Domestic scheduling and road network
