Job Description

Overall Role Purpose

Support and assist the Supervisor as required and provide backup for absence/peaks in Operational functions (Warehouse, Gateway, Network)

Scope of Role

Budgeted T/O in m or bn Number of countries covered [year] No. Of FTEs Direct/Indirect reports [year] Size of budget or assets
Expected profit of business in m or bn Other relevant dimension Overall goals / Typical measures Customer

• Assist Supervisor to ensure that Couriers attend to customer need at all times in a professional manner through constant GEMBA Courier Ride
• Assist Supervisor to ensure that Courier Delivery met RDD and PU are uplifted as per RFU and no miss PU.
• Assist Supervisor to ensure that customer feedback and enquires are attended to
• Carrying out customer audit on monthly basis, analyzing the causes and recommend strategies to service them better.
• You will be the eyes and ears of the company at the interface of the customer and update the company on key customer expectations and areas where the company is failing to meet the customer standards and expectations.
• Ensure customer delight and loyalty.

GEMBA Courier Ride Meet RDD / as determined by RO Investigate all Customer related feedback within 24 hours

• Assist the Supervisor in day to day activities and to support and provide guidance to their peers
• Assist to Ensure Special Service Shipment are attended to
• Assist to ensure that delivery and PU services meet target.
• Monitor the work of all Courier and Ops Agents and give feedback informally and formally about issues and problems that are being encountered on a day to day basis.

Perform Role of Duty Team Lead Monitor Performance through SAM and SMART Third Party Agents

• Assist the Supervisor to ensure that all contractors follow DHL procedures based on SLA
• Monitor the Performance against the SLA Assist the Supervisor to measure the performance of the Team Assist the Supervisor in the Administration of the team
• Work with other team Leaders and Assist Supervisor to ensure that team follow the DHL Business Procedure
• Training Development Team
• Attend self improvement training and recommend team members to the appropriate training sessions
• Apply good training practises on a daily basis.
• Constantly monitor performance of team members and provide or recommend retraining if need be
• In conjunction, ensure Couriers are trained and developed to meet business and succession needs
• Assist Supervisor in the daily warehouse activities Assist Supervisor to Prepare Operation reports for improvement Usage of SAM SMART Conduct Monthly Team Briefings
• Assist in the implementation of projects for service improvement and / or cost reduction
• Assist in route restructuring on a regular basis in order to optimise route productivity
• Expand knowledge of other roles within Operations in order to carry out these functions through a rotational shift mechanism
• Provide back up for other functions within Operations
• Assist in ensuring the maintenance requirements of the facility, equipment and infrastructure, in accordance with regional guidelines and company image, is carried out
• Assist in implementation of projects to address regional and network imperatives and programmes
• Assist in ensuring operational practices and procedures are carried out effectively
• Ensure Security practices and policies that support the business needs are met
• Conduct vehicle audit on regular basis, analyze and give recommendation.
• Carry out audit of the service station as and when required.
• Participate in Optimization studies
• Participate in ROAM To be familiar with Cut off table, RFU and bagging guide Monitor and manage SI report Revert to all security issues with 24 hours
• Incumbent has no direct reports and authority over country line and functional personnel. Nevertheless he/she must be able to demonstrate ability to influence decisions/actions through provision of value-added inputs into the organisation s business processes.
• Act as a mentor for the trainees/ Government Apprentices/ Probationers and train them.
• Impart First Aid training to the employees.
• Conduct refresher course for the employees.
• Imparting on-the-job training to new comers, trainees/ apprentices, evaluating their progress during the training period and recommending for probation or termination based on performance.
• Recommending leave for the trainees/ apprentices/ probationers.
• Performance appraisal/ recommending salary increase of the trainees/ probationers.
• Selection of trainees/ apprentices, assessing the candidature and recommending .

Skills / Qualifications

• Class 3 Driving Licence

Competency segment Business

• Analysis: Breaks down a problem, situation or process into its component parts, separates the main issues from side-issues, understands the nature of parts and their relationship to one another. Seeks out and critically evaluates both numerical and narrative information. Draws accurate conclusions.
• Planning Organizing: Sets clear and realistic goals and objectives. Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is structured with good personal organization. Schedules time effectively and uses efficient work methods and tools.
• Decision Making: Makes timely and appropriate choices based on accurate analysis and experience. Uses sound judgment even in conditions of uncertainty. Anticipates impact of decisions and plans how to manage risk.
• Results Orientation: Continually seeks to accomplish critical tasks with measurable results. Overcomes obstacles and makes adjustments to achieve results. Focuses self and others to achieve targets aligned with business goals.

Competency segment Leadership

• Teamwork: Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions.

Competency segment Personal

• Accountability: Acts responsibly. Can be counted on to keep commitments. Complies with the intent of policies, procedures and agreements. Builds others trust in own professionalism, integrity, expertise and ability to get results.
• Communication: Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style, tools and mode to the needs of others. Listens attentively, and summarizes or asks questions, when needed, to clarify information.
• Self Management: Remains calm, objective and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure. Stays positive.

Expected Years of Experience

• 1 years experience in DHL with wide exposure to Operation systems and processes

Educational Qualifications

• Driving License (current and valid) Fork Lift License (preferable) Service Centre Manager VP - Human Resource Facts and Figures

Skills Required: Monitoring,Networking,OPERATIONS,Logistics,Ware Housing,Supervisor,Cost Reduction,Performance Appraisal,Vice President Operations,Management