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Regional Programme Manager
Location
Ireland
Posted
33 days ago
Salary
0
Seniority
Lead
No structured requirement data.
Job Description
Regional Programme Manager
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.
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