YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.

Would you like to become part of the world's most international company in the world?

A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.

Join our team and discover how an international network that's focused on service, quality and sustainability, is able to connect people and improve lives through the power of global trade. And not just for our customers, but for every member of our team too. To learn more about our culture, motivated people and our purpose, please visitwww.dpdhl.jobs/express

Do you want to make a difference? Then come to our "Insanely Customer Centric" Team and become a Certified International Specialist!

Overall Role Purpose

Senior Manager Process and Programs is accountable for the implementation of Customer Service processes including global CS process standardization & cross-functional support initiatives to ensure world class service is delivered to customers at every CS touchpoint supporting the Company’s strategic plan and business imperatives through differentiation by Customer Service.

Your Tasks:

Global Customer Service:

• Work with Global CS team to drive a range of People Engagement, Learning & Development, Performance Analysis and Data & Analytics
• Work closely with the Global/Regional/ Country CS Heads and the other managers in the team in identifying, developing and supporting ongoing customer service function activities, in line with corporate, global and regional business goals and objectives.
• Lead and develop standardization & harmonization of processes/standards/programs
• Identify BDPs for sharing as well as opportunities for improvement for action, and provide appropriate guidelines and recommendations to Regions/countries relating to performance and customer experience.

Other Global Functional Groups:

• Acts as the catalyst and focal contact point for customer service in the designated area, coordinating and facilitating customers’ service-related matters to ensure issues and concerns are reflected at the regional group level and initiatives and projects are completed on time and have achieved targeted goals.

DHL Customers:

• Function as the key contact point for the highest complex level of customer escalation issues, for serious shipment-related incidents and follow-up on issues.
• Assist in managing cross-functional activities
• Ensure CS and other processes are being followed
• Help in identifying the areas of development

DPDHL Divisions – Corporate, other Business units:

• Acts as the focal contact point for customer service in the designated Area, coordinating and facilitating customers’ service-related matters

Consulting firms (internal & external)

• Manage the work of the identified vendor business consultants to ensure contracted vendor deliverables are delivered on schedule, within budget and meet the business requirements of Global office and regional stakeholders.
• Responsible for the overall project plan and managing communications with DHL stakeholders to ensure that management is aware for progress and team/project requirements.

CS process and Programs:

• Support in developing and maintaining Global Customer Service Processes, Standards and Reference Guides, including standardization and harmonization Customer Service processes, programs and toolkits.
• Work closely with regional CS manager, global teams and other key stakeholders to identify, develop and implement Customer Service Process initiatives.
• Identify BDPs for sharing and opportunities for improvement, and provide appropriate guidelines and recommendations to regions from a global CS process perspective.
• Understand, gather and document global and regional business requirements to support Customer Service business processes.
• Support the team to establish digitalization initiatives redefining or eliminating manual and redundant business processes.
• Continuously review and improve existing Customer Service Processes, Standards and Reference Guides to ensure relevance to the dynamic business environment to establish and maintain a competitive advantage. Assist other functions such as commercial, Customer Operations Group, Tender Management etc., in identifying, developing and implementing KAD and other programs when required.
• Work closely with CS teams to set KPIs standards, monitor and report performance, analysis and highlight actionable recommendations to countries.
• Provide direction to the learning and development of the CS curriculum when needed.
• Support with the CS development initiatives, including but not limited to delivering CIS training, and/or other projects/initiatives that support employee development.
• Support ICCC teams in identifying process improvement initiatives and driving improvement
• Be the Customer Service lead for cross-functional projects involving Customer Service process projects at a regional level.
• Coordinate regional and country requirements and business capability gathering to input into global programs/projects Business Requirements Statement.
• Lead and manage the day-to-day management in the delivery of the programs/projects/ provide the expertise to review and make recommendations on all aspects of the project.
• Monitor interdependencies and risks, ensuring these are fully assessed, mitigated, and highlighted to the Project Board as appropriate.
• Manage the change control procedure and ensure that performance KPIs and all other performance indicators deliverables are completed within planned cost, timescale and resource budgets, and are signed off.
• Support the tools and technology and performance managers when needed.
• Conduct audits/reviews/help with Centre of Excellence Certification pre/post activities to evaluate and share best practices and improvement opportunities when needed.

Finance and Projects:

• Drive cost & productivity management from a regional and country perspective based on overall business direction (e.g. best in class sizing and productivity goals)
• Ensure all project deliverables are delivered on schedule, within budget and meet the business requirements of Global office and regional stakeholders.

Driving Customer Service Excellence:

• Lead and drive customer satisfaction by providing best-in-class standards with a view towards establishing and maintaining a competitive advantage.
• Driving the day-to-day operation of Customer Service departments in compliance with the Centre of Excellence (COE) standards.
• Help to drive quality improvement by providing support with required tools, systems and performance managers to coordinate customer feedback through various tools e.g ICCC+, Customer Interaction Study and other forms of customer insights/feedback.

Maximising Revenue Generating Opportunities:

• Identify and promote areas with potential for revenue generation to cross-sell, and upsell services.

Standardisation and Consistency of Practices:

• Motivating and retaining the best of customer service talents within DHL to enhance customer service experiences for customers and develop staff to the maximum potential.

People – Management:

Assist the Regional Head to:

• Develop high-performance Service Culture by assessing the compliant to the process and develop KPI’s that support quality performance within the region.
• Prioritize and manage the proper allocation of resources and staff to countries and departments.

Your Profile:

• Minimum 10 years of experience in the customer service field.
• University degree. MBA is a plus
• Communication skills, spoken & written (excellent)
• Proficiency in data visualization tools (Tableau, PowerBI..etc)
• Advanced data analysis skills
• Ability to translate complex data sets into visually appealing and informative visualizations
• Excellent communication skills to effectively present data visualizations and insights
• Strong collaboration and teamwork skills
• Software skills (Word, Excel, PowerPoint & Visio) - (excellent)
• Knowledge/Experience in Business Process Model and Notation (BPMN) Systems
• Being results-oriented.
• Build relationships - Build strong relationships and influence key project stakeholders. Resolve conflict - Influences key stakeholders to effectively manage conflict resolution.
• Delivers effective communication both verbally & written, Facilitation Skills & Integrate Findings
• Establishes clear, challenging and achievable objectives
• Aligns resources and the organization to achieve objectives
• Regularly reviews and communicates progress against objectives and adjusts as needed
• Champions continuous improvement and innovation
• Inspires results and respect through empowerment, accountability recognition and rewards
• Develops, commercializes and delivers high-quality / innovative services and solutions
• Gains organizational alignment and support for customer needs
• Provides employees/direct reports with regular feedback highlighting strengths and development opportunities
• Act as a subject matter expert/thought leader in the area of processes in Customer Service.
• Lead, sponsors or reinforces best-in-class practices, ensuring they are used across the customer service function.
• Builds senior-level relationships to enable continuous access to best practices.

Our Offer:

• Strong career support in an international environment.
• Great culture and colleagues.
• Multifarious benefit programm.

Do you see a personal challenge in these versatile and responsible tasks? Then apply now!