DHL Global Forwarding (Ireland) Limited

Role Description The overall purpose of the role is to drive service excellence across the customer account by: - Creating and managing the programmes to deliver service quality improvement activities. - Creating and managing timely, accurate and insightful performance reporting data. - Collaborating with all key stakeholders to meet complex service agreements, to drive KPI compliance and to act when the operation is not performing. Reports to: RCC PM Manager Days & Hours of Work: Mon-Fri: 08:00 – 16:30, or such hours as deemed necessary to fulfill the requirements of the role. Travel: Minimum 10% requirement Accountabilities - Manage the overall scope of the customer programmes and drive a global approach where appropriate. - Develop a deep understanding of customers' business and gain customer trust & respect through the development of relationships with key contacts. - Exhibit strong leadership in managing the customer strategic relationship in the regions. - Drive process excellence and continuous improvements activities in a structured way. - Overall responsibility for KPI integrity and reporting at regional level. - Manage and communicate the activities around definitions, contractual obligations, business rules, prioritization and projects. - Continually and proactively identify and co-ordinate implementation of improvements to improve customer satisfaction. - Engage in root cause analysis for recurring operational / tactical challenges. - Prepare, conduct and follow up on the customer business review meetings. - Provide escalation management and support internal/external stakeholder communications. - Track, report and drive progress on customer initiatives. Key Accountabilities - Develop deep understanding of the contractual commitments & complex service agreements. - Responsible for the various operational reporting activities (performance & dashboard reporting, uplift reporting, system updates, KPI compliance etc). - Manage the KPI Programme, monitor service reliability and drive compliance to it across the various DGF products & stations. - Use of analytics to demonstrate areas for continuous improvements to strengthen the value proposition. - Identify & initiate Corrective Actions as required. - Drive continuous improvements and process improvements to ensure service exceeds agreed KPIs. - Regularly report on initiatives (including cost saving initiatives) and continuous improvements & quantify the value that we deliver through them. - Conduct the various DGF internal review meetings. - Prepare, facilitate and follow up on the customer business reviews. - Support co-ordination of IT projects. - Support the DGF RFQ process as required. - Lead any ad-hoc projects (IT projects, improvement projects etc). Competencies - Team Leadership: Builds a strong team and provides team members with the direction, resources, and environment needed for success. - Managing Relationships: Builds effective working relationships with different groups (e.g., colleagues, suppliers, etc). - Customer Focus: Utilises resources to exceed customer expectations. - Problem Solving: Delivers operational results by analyzing and solving problems in a structured way. - Supporting Change: Implements change through motivating and influencing others. Qualifications - Min 5 years of operational experience. - Min 3 years of direct customer engagement. - Experience in reporting/analytics essential. - First Choice or Six Sigma Certification preferred. - Project Management Certification preferred. - Demonstrated track record and in-depth knowledge of the DGF & Life Sciences business. - Self-directed working style / assertive. - Excellent analytical & problem-solving skills. - Ability to proactively identify value opportunities, take initiative and act collaboratively with internal and external stakeholders. - Results driven with excellent attention to detail. - Fluency in English is required.