Operation Manager
DHL · India
About us
DHL Supply Chain India is a leading provider of integrated logistics solutions, specializing in warehousing, distribution, and supply chain management. With over 150+ facilities and 22,000+ employees nationwide, we excel in sectors like e-commerce, consumer goods, life sciences, and technology. Recognized as a Great Place to Work, we prioritize employee engagement and development. We are committed to a safe work environment, promoting Behaviour Based Safety (BBS) practices, injury prevention, and compliance with safety regulations, ensuring that safety is everyone's responsibility. We embrace an equal opportunity workplace, fostering diversity and inclusion for all employees. Join us in shaping the future of logistics and discover limitless growth opportunities!
Key Responsibilities
1. Team Leadership & People Management
- Lead and manage the APAC SPOC Operations team.
- Allocate workload and resources to ensure service continuity.
- Monitor individual and team performance.
- Provide coaching, mentoring, and development support to team members.
- Conduct regular performance reviews and team meetings.
- Support employee engagement and retention initiatives.
- Manage shift planning and resource scheduling when required.
2. Operations Management
• Oversee daily operational activities including:
o Order Management
o Shipment Tracking & Follow-up
o Invoice Administration
o Customer Request Management
• Ensure all operational activities are performed in accordance with established
SOPs and work instructions.
- Monitor operational risks and implement corrective actions.
- Ensure business continuity and operational readiness.
3. Customer & Stakeholder Management
- Act as the primary operational contract for customer stakeholders.
- Build and maintain strong working relationships with customers and business
partners.
• Drive customer satisfaction through proactive communication and issue
resolution.
- Participate in customer governance meetings and business reviews.
- Provide operational updates, performance reports, and improvement
recommendations.
4. Escalation Management
- Manage operational escalations and critical incidents.
- Coordinate with:
o Customer’s Supply Chain Teams
o Carriers
o Logistics Service Providers (LSPs)
o Planning Teams
o Regional Management
- Ensure timely resolution of customer issues and service disruptions.
- Drive root cause analysis and preventive action implementation.
5. Performance & KPI Management
- Monitor key operational and service performance indicators.
- Analyze operational trends and identify improvement opportunities.
- Prepare and present KPI reports to management and customers.
- Ensure achievement of service level targets and operational objectives.
Key focus areas include:
o Customer Satisfaction
o Order Processing Accuracy
o Invoice Accuracy
o Escalation Resolution
o Service Quality
o Team Productivity
6. Continuous Improvement
- Identify inefficiencies and recommend process improvements.
- Drive standardization and best practice implementation.
- Support automation and digitization initiatives.
7. Transition, Training & Knowledge Management
- Support business migration and transition activities.
- Lead knowledge transfer sessions.
- Maintain SOPs, work instructions, and training materials.
- Ensure new team members are effectively onboard and trained.
- Establish and maintain knowledge repositories for operational activities.
Skills & Qualification
Education
Bachelor’s degree in supply chain management, Logistics, Business Administration,
International Trade, Operations Management, or related disciplines.
Professional certifications in Supply Chain, Logistics, Continuous Improvement, or
Project Management will be considered an advantage.
Required Skills
• Technical Skills:
Experience with:
o Order Management System (OMS)
o Transportation Management Systems (TMS)
o Warehouse Management Systems (WMS)
Preferred familiarity with:
o Microsoft Excel
o Power BI
o Outlook
o Teams / Freshdesk/ SlackK
o PowerPoint
• Key Competencies
Leadership
o Team Management
o Coaching & Development
o Decision Making
Customer Focus
o Customer Relationship Management
o Stakeholder Engagement
o Service Excellence
Operational Excellence
o Problem Solving
o Root Cause Analysis
o Continuous Improvement
Communication
o Strong written and verbal English communication
o Presentation and facilitation skills
Planning & Organization
o Prioritization
o Resource Planning
o Multitasking
Preferred Experience
Required
• 4-5 years of experience in :
o Logistics Operations
o Supply Chain Operations
o Control Tower Operations
o Order Management
o Customer Service Operations
Preferred
- 3+ years of team leadership or supervisory experience.
- Experience supporting multinational customers.
- Experience in transition or migration projects.
- Experience working in business support center environments.