DHL ExpressProgram Manager, Customer Operations Group
Nov. 2019Greater Jakarta Area, Indonesia1. Provide solution development both in support of the GAM and for issues/ requests raised by countries and the customer. 2. Oversee the successful implementation of service and other services solutions program within the DHL network, by establishing, maintaining and monitoring operational procedures and service performance, and ensuring that the DHL network both understands and achieves pre-set performance targets. 3. Working with the Customer Support Ops Manager in preparation of operations business plans for the Commercial Customers 4. In conjunction with the Regional GAM, prepare operations business plans for the account that identify the operational development required of DHL to meet the requirements identified by the customer. These plans will include resources and investment-required, and allocate responsibility for achievement within a defined timetable. This role will be accountable for the achievement of these plans and will additionally also ensure business plans are created and implemented by DHL in the customers Key markets. 5. Service Performance Reporting, Monitoring and Follow up. 6. Manage the provision of pro-active customer service support for a specific Global Account Customer, ensuring that any service issues which might impact upon pre-set performance levels are immediately addressed with appropriate Regional, Hub or Country Service management, and resolved. 7. Manage the development and maintenance of accurate and complete service capability information on DHL’s regional and where appropriate network, service offering and performance by area, country, service centre and post-code. 8. Ensure the timely distribution of service level reports to the Global Account management, Regional Service, Regional Commercial Group managers and appropriate Hub and Country Services/Sales management.