Job title : Service Quality Manager Southern Africa
Job Location : Gauteng, Johannesburg
Deadline : January 04, 2025
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Key Responsibilities Operations Process 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)
Management of outstations operations Operations Training Deployment 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
Operations Systems 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 systemsManage 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
GLOBAL SOP 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
Minimum Requirements Education & experience University Degree or its equivalent Minimum of 5 years DHL operational experience Minimum of 3 years managerial experience Experience in procedures and documentation auditing
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