Key activities

Overall goals / Typical measures

Customer

External

Internal

Customers

·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.

Country Ops Management:

·Provide regular Operations Performance updates which identifies actions, changes and investment required to achieve our service and cost targets.

·In conjunction with the functional owners like Gateway, SVC, etc… work to identify performance gaps and initiate appropriate improvement response to address the issues.

·Support operations focusing on performance improvement initiatives.

·Provide regular performance reports and analysis.

·Develop short- and long-term business objectives to meet operations strategic imperatives.

·Manage and participate in cross functional project teams as required. (FC, ICCC, etc…)

·Support all OPS trainings.

·Support BCA preparations

·Support all audit processes like ISO, TAPA etc…

·Manage all ops projects as required.

Customer Interface (Sales, CS, Ground, GTWs):

·Ensure customer interfaces have sufficient information to pro-actively inform key customers in the event DHL is unable to meet the service requirements.

·

Region & Network:

·Act as a direct point of contact for escalated issues

·Provide input and country requirements to the development of the annual Regional Operations Performance Plan.

·Provide regular performance updates which identifies action required to achieve service targets in the inter region Transit Time management.

·Work closely to implement regional and global initiative at a country level.

·Provide focus with regards to performance reporting and analysis to identify operations constraints and opportunities and channel operational programs towards the achievement of Global and Regional operations KPI targets.

·Align and drive performance reporting and improvement tools, systems and activities to regional targets, standards, and business objectives.

·Support and manage operations or local input regarding Customer Operations & business solutions to the Network.

·Manage response & implementation of Network customer programs.

·Manage operational post-sales support.

Other country functions (Country & Regional Operations and Aviation Management Team, Country Gateway, Sales, CS, Finance, Marketing and IT, etc)

·Set up and lead a multi-functional group to regularly review performance/processes issues to secure buy-in and accountability for the actions.

·Work AsOne with the other country functional owners to identify gaps and initiate appropriate improvement responses to fix the highlighted issues.

Projects- Local & Regional

Revenue & Cost