Network Control Group Manager - Australia Control Centre
DHL Express
Total years of experience :21 years, 10 Months
• Managing a team of 14 Control Centre agents & 3 supervisors within a 24/7 operations
• Working closely with GHA & airline operators
• Liaising with the Regional Aviation teams on daily basis
• Training & coaching staff periodically to maintain quality & compliance to ISO & Global SOP Standards
• Reporting, communicating & planning on ULD inventory management for all sites with AU
• Taking a centralised approach for Australia covering flight incident management & ULD Management
• The team also monitors interstate truck movements and ensures ATD & ATA & delay codes are entered for all movements
• Communication to the business - Network Alerts are sent out in a prescribed format in case of any incidents on network flights to keep the business and our customers informed.
• Working closely with transportation & Regional Control Centre on contingency planning in the event of flight disruptions to mitigate impact to freight.
• Closely monitoring, reporting & planning ULD movements on a daily & weekly basis to ensure regular flow in & flow out of ULDs across Australia GTWs.
• Being involved in the planning & deployment of the B767 operated by Tasman Cargo & B777 operated by Kalitta Air & DHL-SQ JV.
Having the team proactively monitor potential issues that may hamper linehaul trucking, flights, GTW operations.
• Working closely with the regional Aviation Programs team to deploy additional/ new network flights
• Responsible for critical operational decisions with regards to load, unload, aircraft OTP.
• Managing 2 NCG Supervisors who in turn have 21 direct reports across multiple shifts including weekends
• Also responsible for an off-shore team of 4 based in MNL who monitor flights using UAS,
• Liaise with airlines, raise OURs alerts when required & confirm uplift flights upon departure
• Monitoring the on-time performance of network flights
• Engaging with airline partners and ensuring service levels are met in terms of OTA & OTD.
• Engaging with the GTW Ops team to identify cost reduction opportunities
• Managing ULD movement in & out of Australia and ULD balancing
• Ensuring that GTW KPIs are achieved through continuous monitoring, root cause analysis & daily communication of results through meetings, PDs, one-on-ones.
• Ensuring checkpoint accuracy within NCG & Operations
• Conducting internal reviews to ensure standards & processed are adhered to by engaging with the Programs Team.
• Managing a team of 4 QCC Analysts
• Ensuring real time monitoring of inbound & outbound shipments across the AM & PM shift
• Mentoring the team towards their career path & development
• Ensuring standards are adhered to through continuous coaching, individual reviews & PDs
• Conducting weekly PDs to review performance and address any issues that may arise
• Conducting TT reviews for PER & CBR on a fortnightly basis to improve performance
• Involved in several other improvement initiatives i.e
• Improving AU COA performance, Reducing
• Missing DF for SYD GTW, Reducing AU caused unmanifested shipments, improving inbound data quality, reducing DM shipments in SYD GTW - through periodical reports & analysis
• Responsible for managing AU_UK_AU & AU_SG_AU Lane performance
• Conducting GSOP reviews along with the Programs team for PER & CBR
• A part of Agtech Pty Ltd., MSDS.com.au provides consultation and online compliance management tools to chemical manufacturing and storage companies as well as assisting organizations with their WHS compliance
• Following up on quotes sent to customers
• Following up with customers on their subscriptions
• Reporting daily, weekly & monthly revenue targets achieved through new and existing business.
• Coached, monitored and motivated the Customer Service Supervisors to meet their targets and key performance indicators, ensuring they provided high levels of customer service.
• Identified and communicated improvement areas through post contact customer surveys, the Net Promoter Approach and Customer Effort
• Led cross-functional projects using the DMAIC methodology focusing on process improvements to drive positive customer experiences.
• Mentored supervisors on appropriate coaching methods and techniques
• Facilitated Certified International Specialist courses such as Foundation, Welcome To My Company, Cross Functional Courses and Certified International Manager, as well as acting as Master Facilitator for Customer Service Courses such as Selling in Customer Service, Managing Challenging Situations, eMail Etiquette, Telephone Service Excellence and DHL CRM systems
• Involved in the Global Contact Centre Upgrade for UAE deployed on July 20th, 2014, and including testing, training and deployment of contact centre systems such as Workforce Management Tool, Avaya Systems Soft Phones and Quality Monitoring Tool
• Set up Quality Monitoring and Workforce Management Tools such Qfiniti, Avaya Quality Monitoring and Avaya WFM
• Tracing and Key Accounts, Managed a team of 12 Customer Care Advisors and Key Desk Advisors
• Managed the undeliverable shipments department with 7 FTEs and 6 temporary advisors, who physically managed shipments undeliverable in UAE, processed daily shipments and provided status updates to the customers & global DHL network
• Monitored team performance and coached and motivated them to meet targets and KPIs