Ssa Regional Npa Manager

2 days ago

Johannesburg, South Africa DHL Full time

**IT’S NOT JUST AN OPPORTUNITY TO GET ON THE CAREER LADDER.**

**IT’S AN OPPORTUNITY TO HELP THE WORLD GET ON TOGETHER**

Why do people call us the world’s most international company? Is it because we operate in more countries than any other logistics provider? Is it because we invented cross border shipping over 45 years ago? Or is it, perhaps, because what we do connects people across the world. And the more we can connect people, the better life on earth becomes.

We love our role in the world. And we’re looking for the right people to help us maintain - and grow it. People like you.

**Role Context**

Drive the NPA programme in SSA, ensuring adequate touch point coverage and programme effectiveness. Ensure that Continuous Improvement activities are derived from the Voice of the Customer (VOC).

**Key responsibilities**
- Develop, drive and manage NPA performance and effectiveness in SSA
- Develop and manage current governance and support structure
- Hold monthly calls with SSA NPA countries to evaluate and drive performance and actions arising out of the VOC extracted from NPA
- Provide monthly progress reports and analysis covering the four official KPIs. Achievements for the month under review, and plans for the following month also to be provided
- Submit Best Demonstrated Practices on a quarterly basis to the Global NPA office for global publications
- Provide adhoc training for new country NPA Leads
- Provide training / awareness sessions on tool enhancements
- Provide general guidance and support (e.g. adding additional touch points and / or functions)
- Administer NPA Tool for countries (control country admin users; monitor and drive compliance of country admins, etc.). Identify issues and improvement areas and fix/solve
- Perform regular audits to ensure that VOC is covered effectively in Country Reviews in the top 10 countries
- Co-ordinate quarterly reports on issues identified, actions carried out, impact of actions.
- Create awareness with countries in terms of holding effective ICCC reviews
- Ensure that countries are trained on the usage of Cognos
- Ensure countries’ SMT and ICCC teams are deploying First Choice tools and methodology to ensure problems are correctly defined and that proper causal analysis is carried out
- Identify common issues that occur across more than one country, and escalate to the relevant SSA Regional Office staff to intervene where necessary, so that a cross-country approach can be adopted for more effective far-reaching improvements that avoid overlaps and inefficiencies

**Education & experience**
- University degree or comparable qualification
- Post-graduate qualification in Business Management would be advantageous
- DPDHL Master Silver certified
- Minimum of 2 years’ project management experience in DHL Express (preferably cross functional)
- Experience with NPA in a regional or country role
- Strong leadership and collaboration skills with the ability to quickly establish productive working relationships with senior management as well as front line employees in a dynamic and international environment
- Strong communication and influencing skills towards management with the ability to present complex results in an easy-to-understand way
- Fully proficient in spoken and written English, knowledge of other language/s particularly French and/or Portuguese is advantageous

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