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Service Quality Manager Southern Africa

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DHL

24d ago

  • Job
    Full-time
    Senior Level
  • Logistics
    Business, Operations & Strategy
  • Johannesburg

AI generated summary

  • You need a university degree, 5 years of DHL operations experience, 3 years in management, and expertise in auditing procedures and documentation.
  • You will analyze performance, drive improvement initiatives, manage operations processes, oversee training, conduct audits, and collaborate on systems implementation to enhance service quality.

Requirements

  • University Degree or its equivalent
  • Minimum of 5 years DHL operational experience
  • Minimum of 3 years managerial experience
  • Experience in procedures and documentation auditing

Responsibilities

  • Analyse, report and communicate country service and cost performance against Regional and Country standards, targets and key performance indicators.
  • Define and drive forward country service and cost performance improvement activities and plans in line with Country and Regional imperatives
  • Identify, initiate and drive operational performance improvement actions with local operations entities and other countries to improve the country’s inbound and outbound performance
  • Support within the country, service improvement analysis and action initiated by the region or other countries
  • Deliver new and enhanced processes to the evolving business needs
  • Manage the operations processes on a daily basis, resolving issues and initiating corrective action where appropriate using Global SOP gap analysis
  • Develop and deliver improvement initiatives at facility level to achieve facility health card performance KPI’s
  • Plan and implement regional / country operations processes and procedures at facility level
  • Manage and participate in cross functional project teams as required.(First Choice, DVRA, INSIGHT etc)
  • Manage the training requirements within operations focusing on performance improvement initiatives
  • Maintain and improve skill set of operations staff
  • Work closely with OC skills training Administrator in the deployment of training initiatives for operations
  • Provide and deliver Global SOP, process and system training to continually improve service performance
  • Manage the provision, input and maintenance of country service information to the ESD/GREF and other DHL information and data repositories to meet network requirement
  • Liaise with IT with regards to the optimal running of the operations IT systems
  • Manage the operations systems on a daily basis, resolving issues and initiating corrective action where appropriate, and managing the dependencies and interfaces between systems
  • Support the implementation of operations systems - new systems and systems upgrades
  • Plan and implement local operations systems projects with zero service impact
  • Conduct Global SOP audit both at country and SSA levels and initiate follow-up actions to ensure that identified audit gaps are closed out.
  • Acts as Global SOP contact for Southern Africa as well as coordinate Global SOP audits in Southern Africa
  • Provide feedback and implement improvement initiatives to maintain Global SOP accreditation
  • Communicate with operations teams the best demonstrated practises
  • Manage CRISP in the Zone

FAQs

What is the job title for this position?

The job title is Service Quality Manager Southern Africa.

Where is the job located?

The job is located in Johannesburg, Gauteng, South Africa.

Is this position full-time or part-time?

This position is full-time and permanent.

Are there flexible working times available for this role?

Yes, flexible working times are available for this role.

What is the main focus of the Service Quality Manager?

The main focus is on managing the improvement of service and cost performance against regional and country standards, targets, and key performance indicators.

How many years of operational experience are required for this position?

A minimum of 5 years of DHL operational experience is required.

Is managerial experience required for this role?

Yes, a minimum of 3 years of managerial experience is required.

What type of degree is necessary for this position?

A university degree or its equivalent is necessary.

Will I be managing training requirements within operations?

Yes, you will manage training requirements within operations focusing on performance improvement initiatives.

What are some key responsibilities of this role?

Key responsibilities include analyzing service and cost performance, managing operational process improvements, delivering training, and conducting audits.

Who is the posting legal entity for this job?

The posting legal entity is SSA Regional Services (Pty) Ltd.

Is experience in auditing procedures and documentation required?

Yes, experience in procedures and documentation auditing is required.

Will I be involved in managing operations projects?

Yes, you will take the lead on managing operations projects on a day-to-day basis.

What systems will I be managing in this role?

You will manage operations systems, ensuring optimal performance and resolving issues as needed.

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DHL

Transportation
Industry
10,001+
Employees
1969
Founded Year

Mission & Purpose

DHL is the leading global brand in the logistics industry. Our divisions offer an unrivalled portfolio of logistics services ranging from national and international parcel delivery, e-commerce shipping and fulfillment solutions, international express, road, air and ocean transport to industrial supply chain management. With about 395,000 employees in more than 220 countries and territories worldwide, DHL connects people and businesses securely and reliably, enabling global sustainable trade flows. With specialized solutions for growth markets and industries including technology, life sciences and healthcare, engineering, manufacturing & energy, auto-mobility and retail, DHL is decisively positioned as “The logistics company for the world”. DHL is part of Deutsche Post DHL Group.