Senior Manager Customer Operations

2 weeks ago

Kempton Park, Gauteng, South Africa DHL Full time

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  • We're one of the world's largest employers, operating in over 220 countries and territories. We're Europe's largest postal service, partner for eCommerce and pioneers in secure digital communication. We're number one in contract logistics and international express delivery, and a leader in the forwarding business.
  • Join us and you'll be working for a global company that's focused on service, quality and sustainability, and using the power of global trade to connect people and improve lives.
  • And not just for our Customers, but for every member of our Group too.
  • At DHL Supply Chain South Africa we're looking for

Vacancy
Senior Manager Customer Operations

Role Outline


To develop, manage, direct & control the service delivery function with the objective of delivering sustainable and cost effective operations in the areas of Service Delivery, Control Tower, Fleet & Sub-contracted management across the Consumer & Retail sector in accordance with DSC strategy.

Support of DSCs growth agenda by building and maintaining profitable key accounts within the Consumer & Retail sector.

Key areas of responsibility include:

  • Ensure quality of delivered services and proactively address issues across the sector
  • Develop strategy and plan for peak periods across the sector
  • Report on a monthly, quarterly and annual basis across the sector
  • Spend a high proportion of time on site working with the operational team to find efficiencies and cost reduction
  • Work effectively in a matrix structure with the operations leaders to deliver the day to day solutions and meet the annual and long term targets
  • Proactively identify opportunities across the sector
  • Lead planning meetings to proactively identify risks and mitigation in line with business objectives
  • Guide the teams at site level to ensure compliance
  • Assist in developing a plan to ensure C&R transport is capable of growing in scale & complexity to meet our customer's requirements.
  • Compliance with company and local statutory obligations regarding working time legislation, operator licensing, Health & Safety and quality
  • Ensure effective communication processes are established and maintained for both external/internal customers
  • Delivery of Service Level Agreements & KPI's to our customers.
  • CHEP Management across C&R
  • Control Tower Management
  • Centralised Labour Management of Temporary Labour
  • Key Accounts Management across C&R
  • POD & GRA Management
  • Driving continuous improvement
  • Negotiate and agree terms of service with internal & external customers and service providers.
  • Exhibit effective leadership of customer relationships both at a senior level & through management teams.
  • Direct complex and interdepartmental projects with strategic importance and translate this plan into a workable action item to provide transport services to all internal customers to meet SLA's and drive profitability
  • Own Control Tower business concept as a product including operating standards
  • Represent DSC in the external market place especially in supporting government lobbying, special interest groups and regulator, as well as Associations to manage labour legislation
  • Support of DSCs growth agenda by building and maintaining profitable key accounts
  • Identification, assessment, pursuit and closure of additional share of wallet within the assigned accounts in addition to effective management of a proactive pipeline
  • Proactively manage the renewal agenda and ensure that customer satisfaction is sustained
  • Ensure a year on year increase in DSC's percentage share of the customer's logistics spend
  • Sponsor the building and maintenance of a quality account pipeline focusing on proactive and singlesourced opportunities
  • Work with BD to develop and meet plans to upsell within account, e.g. VAS
  • Collaborate with internal functions that support the sales process (BD, Solution Design, HR, IT, Real Estate, Legal, Finance, etc.), gather required input and coordinate actions
  • Develop local strategy and plan for all C&R customers

Financial

  • Overall responsibility to drive the financial strategy to ensure that the standards & outputs for the C&R sector is achieved.
  • To take full operational, commercial and budgetary responsibility for the Management of the Service Delivery Division.
  • Delivery of key financial performance measures Managing Operating profit, Net profit before tax and working Capital Management
  • Perform an active role in the commercial development of both new and existing customers. Existing
- through Pricing/margin development, cost control, productivity, added value service, relationship management, account planning, management and employee development. New-supporting the Business Development team on development opportunities at current sites and potential new operations.

  • Produc

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