Key activities
Overall goals / Typicalmeasures
Customer
Act as an ambassador for DHL at all times and attend to customer needs in a professional, friendly and courteous manner
Ensure that a high level of professional rapport is developed and maintained with all customers
Follow up on all customer enquiries and direct customer to the correct DHL department where further information is required
Maintain proactive work processes to ensure teamwork, shuttle procedures and overall base performance is achieved
Internal
Support the First Choice Sr. Manager on deployment of First Choice tools and training as appropriate, provide analysis and benchmark processes externally and internally as appropriate to ensure that DHL also strives towards achieving best practices report.
Support the audit program and QHSE activitiesasneeded,Givefeedback to
- Numberof training
- Numberoftool coaching
- Regulardashboards communications
- Numberof audits
Dept. manager with recommendations for change. Ensure recommendations, once agreed are implemented
Process
With the help of the Sr. FC manager analyse processes to ensure the removal of non-value added process steps and processes and identify key areas of the business where process initiatives can enhance quality and performance. Recommend and facilitate projects for improvement. Support the country First Choice on country, regional, an global Fc submissions and awards.
Support the QHSE function as needed on audits,riskassessmentsandQualityrelated activities to maintain compliance and implementation of ISO practices and procedures
Monitor and analyse performance statistics and investigate root cause of service failures, recommending improvements as appropriate to drive continuous service improvement
Organise and monitor the effectiveness of training in quality, improvement initiatives and quality / business improvement toolsto identify areas that can be further enhanced/improved.
Facilitate,supportand promote change and improvement initiatives within the country and departments liaising closely with the Sr. Manager of First Choice.
Suggest and undertake business improvement projects contributing to the reduction in bottom line costs or an improvement in service levels
Occupational Health&Safety
Act as an agent of change and promote Health and safety practices across the organization.
Pre-employment medical functional capacity assessmentmaybe required
People Management
Provide expertise to ensure the right training is conducted for all staff that will supporttheFCandQHSEinitiatives and
raise the level of awareness of ISO, it's objectives, processes and procedures
Positiveattitudeand team spirited
Skills/ Qualifications
Key capabilities
Problem Solving
The job holder is required to assist departments in exploring challenges and adopt a continuous improvement mind set to solve problems and empower the employees with key knowledge and useful tools. Act as an analyst for the function in term of data mining and visual presentations.
Customer Orientation
Is focussed on identifying and meeting customer needs.Acts to establish a long term business partnership with internal and external customers.
Planningand Organizing
The position holder requires to plan & organise one's time to ensure that support to FC and QHSE is provided in a timely and effective manner.
Decision Making
The job holder is required to advise consult, and direct on corrective actions that are required to support on FC and QHSE activities.
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.
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.
Accountability
Acts responsibly. Can be counted on to keep commitments. Complieswith DHL expectations, policies and procedures.Builds others' trust in own professionalism, integrity, expertise and ability to achieve results.
Communication Skills
Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style to the needs of others. Listens attentively and asks questions when needed to clarify information.