Senior Country Operations Manager

DHL · Amman

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JOB PURPOSE

Manage the Country’s National Operations facilities and personnel in their provision of pick-up, delivery, service offering through counters and shipment processing services.  Ensure the execution of these services to defined service, cost and quality standards and achieve targeted improvement in operations performance measures. Set and own all operational budgeted costs. Support the sales acquisition and customer maintenance processes for defined customers and physical channels to achieve profitable revenue growth for DHL and improved customer satisfaction. Responsible for customs clearance both inbound and outbound to achieve the highest Transit Time standard. Responsible for security within the Country employees, shipments and facilities.

PRINCIPAL ACCOUNTABILITIES

• Direct accountability for the service performance and operational cost of the Country’s Operations against defined standards and targets.
• Gateways within the Country maintaining and achieving BIC Gateway status.
• Security compliance within the country, maintaining and achieving new TAPA facilities.
• All Facilities upkeep and ideal location within the Country
• Responsible for Country maintaining ISO9001, ISO1401, ISO1800
• Responsible for planning new facility locations and customer touch points.
• Ownership of the costs & cost target achievement, with the Business Units.
• Ensure pick-up, delivery and shipment processing services are executed in line with service, quality and cost performance standards and targets.
• Ensure implementation of, and compliance to regional and country processes, policies and procedures, and any local external regulatory requirements, that relate to the operational services provided.
• Manage and support business acquisition and customer relationship management from the Operations perspective for defined customers, both directly with customers through all physical channels and in conjunction with appropriate DHL sales management.
• Monitor Operations performance against service targets and cost targets and ensure the implementation of actions to reverse identified areas of under-performance.
• Ensure that service provided by counter staffs through the service centers are in line with DHL’s standards set for delighting customers to maximize cash sales.
• Ensure the effective implementation and deployment of Regional and Country projects, programmes and initiatives, and the realization of agreed business benefits, within Ground Operations.
• Ensure that the team is provided with clear direction and performance standards and is staffed, trained and motivated to meet set targets.  Perform the Motiv8 process regularly for direct reports to manage individual performance and career aspirations.
• As security is a vital and integral part of our business and as such contributes to its overall success, line managers are responsible for compliance to DHL security policies and procedures.
• Co-ordinate with Regional Hub and Transportation department, sales and third party contractors to maintain and expand the road haulage network in line with market demands, both in terms of transit times and security.
• Monitor and measure the transit time performance against performance targets.   
• Take the necessary action at origin and/or destination to ensure transit time targets are achieved.
• Work closely with local management to oversee the construction/renovation of all new and existing facilities to ensure they are designed to cope with projected volumes of shipments forecasted over the next five years.
• Manage the co-ordination between country management team and functions and develop the country’s quality strategy in line with ISO 9001, ISO 1400(EMS) – ISO 1800(H&S) and beyond.
• Measure and evaluate service performance using Service Quality Index.
• Ensure performance monitoring is relevant, concise and accessible to all users.
• To develop, implement and manage security country wide
  

NATURE AND SCOPE

a) Context

The Country National Operations Manager has direct management responsibility for the Country’s Operations personnel, equipment, consumables and facilities.  Specifically, he/she is responsible for the service and operational cost performance for the Country’s Operations against agreed budget, standards and targets, and the definition and implementation of actions and plans to improve this performance. Improve and maintain high performance in customs clearance.

b) Reporting Relationships

The Country National Operations Manager reports to the Country Manager.  This position has xxx direct reports, Ground Ops Manager, Quality and H&S Manager, Security and Facilities Manager, Gateway Manager.

c) Contacts

1. Internal 

Management Team --> Daily--> Strategy Creation and Development                                                                              

Services Managers--> Daily--> Leadership, direction and Guidance

Gateway staff--> Daily--> Functional co-ordination;network issues and developments

2. External 

Building Maintenance Supplies and Contractors -->Infrequently -->Liaison takes place through Procurement and Facilities

Customers -->Daily --> Services support to sales for large contracts or for maintenance of existing deals

d) Problem Solving

• Addressing customer service and operational issues, primarily driven by Ground     Operations and Gateway performance.
• Defining solutions to reverse identified under-performance against service and cost standards and targets within Ground Operations.
• Ensuring compliance to THP –ISO 1900/1800/1400 processes and relevant quality systems.
• Ensuring the implementation of agreed regional and country projects and programmes at operational sites within the country while maintaining the full operational performance of the facilities and personnel.
• Maintaining optimal operational performance within Country Operations, including staffing levels, equipment and supplies availability and functionality, and planning and projecting infrastructure investments to sustain performance and quality levels.
• Managing all country facilities, relocating, maintaining and planning for growth. 

e) Decision Making

• Service operating policy and procedures
• Services procurement over field spend
• Domestic scheduling and road network
• Services staff recruitment
• Services process flow design and layout
• Services development programmes and schedules
• Shipment data processing standards and equipment
• Services Strategy
• Operating policies and procedures
• Procedure and process flows for interfaces with other departments
• Process flow and procedure design for ISO 9002 certification
• Key performance indicator design for other departments
• Prioritization of tactical actions to improve service and cost performance within country Operations.

f) Planning and Organization

• Supports major projects and programs scheduled for deployment in his/her Operations and ensure that agreed local personnel and resources are available for timely completion.
• Ensures compliance with agreed service contingency and recovery plans within Operations and ensures they are aligned with necessary plans or actions in other areas of the Operations and other functions and entities (e.g. Commercial, Aviation,).
• Monitors and reacts appropriately to ensure optimum staffing and other resources are available to maintain service and cost performance standards.

g) Job Challenge

• The country may have particular cultural differences to other network locations. There is a high proportion of staff from South East Asia, the Indian Sub Continent and other Middle East / African countries. They have different backgrounds, languages and religious beliefs. The country National Operations Manager has to ensure that all of these differences are taken into consideration when any strategies are being formulated or decisions affecting staff changes and work practices are being effected. 
• Must be able to lead, manage, motivate and communicate effectively to all levels of Operations staff within Country Operations.
• Key focus on achieving service excellence within agreed cost parameters while Maintaining a strong customer facing position and driving improvement in Customer satisfaction.

4. KNOWLEDGE, SKILLS AND EXPERIENCE:

• Educated to degree level preferred
• 6-8 years experience within Operations with at least 5 years experience of managing large teams .
• Project Management experience preferred.
• Must possess good understanding of Service Theory, Operations Management, ,GSOP, ISO Processes and TAPA.
• Excellent written, oral and presentation skills essential.
• PC skills i.e. sound knowledge of MS Office packages.
• Passion for delighting customers
• Ability to build and lead teams
• Ability to drive superior performance by building a high performance culture
• Demonstrates a high level of commitment, energy and resilience
• Excellent problem solving capabilities
• High tolerance for stress and maintains stable performance under pressure
• Good Planning & Organizing skills

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