OPERATIONS PROCESS & PERFORMANCE MANAGER
DHL Supply Chain
Total years of experience :18 years, 9 Months
- Work with Sales and Commercials teams to maintain close relationship with third party Transport, Warehouse and logistics service providers and facilitate negotiations.
- Partner with senior leaders to manage projects and programs identifying, developing, maintaining and driving initiatives that will improve Cargo efficiency and processes.
- Design and deliver uniform processes, standards, tools, and best practices required to run effective organization with efficient tools and systems
- Design and implement improvement related to Ground Handling, Import, Export, Transit and transfer process.
- Oversee the overall safety, employee engagement, operation, quality, performance and customer experience of the Cargo center operations
- Develop and implement activity management systems to provide data on lead and actual time of activities, efficiency, and costs.
- Driving continuous improvement and optimization of the operation processes, systems and communication.
- Manage Operations Projects on a day-to-day basis to deliver customized solution, improvements in service and cost performance. Ensure the projects are completed on time, within budget and to specified quality criteria.
- Monitoring of the responsible services on the basis of performance and key figures.
- Making sure policies and procedures are defined, managed and achieved.
- Maintain and enhance customer relationship, effectively coordinate with Senior Management, cross-functional mangers, supervisors, multi-location end users, distribution centers and transport contractors to support daily operations and achieve performance related objectives.
- Delivery of Customer Services within Operational Administrative Functions to, as a minimum, agreed contractual Service Levels.
- Improve, develop and enhance individual and collective skills of staff through coaching and achieve best level of services
- Facilitate and assist recruitment process of new employees.
- Lead Customer Service team and keep the service level maintain for query and complaint resolution.
- Drive continuous process improvement initiatives to meet service commitment to the customer, reduce operating costs and improve productivity.
- Prepare/Deliver presentations and proposals for various clients to sustain partnership.
- Manages claims functions performed in a region in accordance with company claim policies, practices and procedures.
- Facilitate claims process including internal investigation, coordination with all parties to make sure claim is valid.
- Organize focus meetings for claims reduction in view of root cause analysis of reasons and trends of claims.
- Develop strategies to reduce costs and increase efficiency, productivity, and safety of operation.
- Keep detailed records, generate reports, and develop presentations to help management understand the logistics perspective.
- Review or update supply chain practices in accordance with new or changing environmental policies, standards and regulations.
- Assist logistics process for the development of new projects, inventory maintenance, sourcing, shipment and delivery, and returns.
- Negotiate prices and terms with suppliers, vendors, or freight forwarders
- Confer with supply chain planners to forecast demand or create supply plans that ensure availability of materials or products.
- Define performance metrics for measurement, comparison, or evaluation of supply chain factors, such as product cost or quality.
- Design or implement supply chains that support business strategies adapted to changing market conditions, new business opportunities, or cost reduction strategies.
- Monitor daily and weekly performance reports, and do required actions and plans on the ground.
- Monitor and control physical operations (outbound and inbound) to ensure proper performance of all processes.
- Build relationships within the company and with external parties, such as suppliers or distributors.
- Train logistics personnel in roles or responsibilities regarding ‘Best Practice’ logistics strategies
- Supervise the computerized tracking of 8, 000+ SKU’s Movements from origin (supplier) to delivery points
- Monitoring Stock availability with Supply chain team to make sure all SKUs are available.
- Responsibilities include solving customer’s complaints and enquiries, meeting daily deadlines and targets.
- Up-to-date on all new products and services and ensured all new procedures are adhered to.
- Analyze customer requirements, monitor distribution/Delivery planning.
- Making sure all the emails from Customers and Vendors are responded.
- Make sure that all customer complaints are resolved within agreed time.
- Answer incoming calls and ensure that the service level is achieved and maintained all the time.
- Tracking vehicles locations, using advanced online software.
- Tracking and monitoring of shipments - Coordination with other department to ensure on time delivery of materials.
• Receive customer calls; answer their queries, solving problems faced by them and providing detailed information on offered products.
• Handle customer queries of different nature, forward complaints also following them up in a timely fashion.
• Assisting supervisor in letter drafting and correspondence.
• Using of CRM, MIBS, AS/400 and Symbol application.
• Preparing and maintaining different MIS
• Ensures that all activities are carried in accordance with company policies and procedures.
• Responsible for all type of purchase of the company
• Ensure the maintenance of inventory and stock records
• Ensures the timely flow of reports and information to respective department.
