Minimum 10 years of experience in Operations Excellence, continuous improvement, or project management, with at least 1–2 years in a similar leadership role.
Proven experience operating within a matrix organisational structure.
Strong understanding of regulatory requirements and compliance frameworks (e.g., QHSE, ISO standards).
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Ensure all transactions (revenues, provisions, operating expenses etc) are recorded properly and in accordance with the definition set on DPDHL Accounting Manual and International Financial Reporting Standard (IFRS).
Review general or nominal ledger entries regularly to minimize if not eliminate adjusting entries and to detect any under or over statement of expenses on time.
Analyze and compare month on month expenses to attain uniform distribution of cost during the year and make an accrual when appropriate to have consistency in reporting expenses.
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Experience in operational line management in the contact center services
Strong financial management and delivery of operational results to delight the customer and ensure continuous over delivery of results, both internally and for the customer
Manages and leads teams through expertise in most or all areas within operations
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Lead, motivate and supervise Customer Care Advisors (Tracing, Service Desk) & CCU to ensure that all customer's requests (Trace/ Remote Booking/ Complaint/ Claim) are attended to in accordance with stipulated global and regional performance standards, targets and processes
Interact with Customers in a professional manner for effective service recovery and/or pay visits where service recovery actions are deemed essential as an extension of customer care
To manage service recovery incidences to ensure customer satisfaction is uncompromised, by collaborating and coordinating with relevant stakeholders.
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Provide effective sales support to the team in order to drive company performance.
Provide day-to-day administrative and operational support for sales processes and activities
Ensure all sales administrative processes maintain high data integrity, while supporting continuous improvement initiatives to enhance productivity
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Provide support to the Manager in extracting, manipulating, and analysing large amounts of data from various sales and sales-related databases.
Manage revenue and shipment growth through upselling and cross-selling tactics to exceed assigned targets.
Manage large volumes of data and manipulate them for various purposes, including building databases and data warehouses for analysis and archival purposes.
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Run reports using data from sources such as CS Combine, Success KPI, PPMT, MCT, SPARK and other CS tools for the purpose of reporting the Customer Service Department Performance and individual performance on daily, weekly and monthly basis.
Analyze the data and identify areas of improvement required within Customer Service Department.
Responsible for service excellence programmes assigned by the Customer Service Development Manager.
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Achieving “best day every day” by managing self-adherence
Efficient at work – through managing self Auxiliary code and ACW code
Provide excellent customer service experience through providing accurate information e.g. accurate transit time and demonstrating the “Can Do” ATTITUDE by going the extra mile for the customers
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Support the Key Account Support Manager in leading and managing a team of Key Account Advisors to deliver best-in-class service through multiple channels to selected Key Account customers.
Understand customers’ industries, business operations, and Service Level Agreements (SLAs) with DHL Express to ensure a consistent customer service experience.
Manage, operate, and comply with DHL Centre of Excellence standards for Customer Service by embracing the “Best Day Everyday” culture.
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Provide the highest level of value added “pro-active” customer service to nominated major accounts by handling all regular and ad-hoc enquiries. Also work closely with Commercial, Operations and Gateway team to ensure the highest degree of customer service delivery.
Understand the industry that customer is in, the business the customer is involved and agreement (SLA) between customer and DHL Express to ensure consistent customer service experience.
Adhere to Centre of Excellence (COE) standards and guidelines in daily operations to ensure highest standard of quality and efficiency.
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Lead the deployment and continuous enhancement of Talent Management and Talent Brokerage initiatives across APAC, ensuring alignment with business priorities and organizational objectives.
Partner with regional and country stakeholders to drive talent strategies that strengthen leadership pipelines, organizational capability, and succession readiness.
Facilitate talent review processes, including LEADS evaluations, succession planning discussions, and development planning activities, ensuring meaningful outcomes and actionable follow-up plans.
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Drive the end-to-end strategy for business process transformation and system implementations across all products, departments and station —aligning technology, people, and process into a cohesive, future-ready operating model
Lead full lifecycle execution of system rollouts (e.g. Co-Pilot and its enhancements), ensuring alignment with the implementation goals and digitalization strategy
Oversee the continuous improvement of the training contents by driving digital and blended learning approaches in the country that resonates across functions and generation to enhance engagements and effectiveness
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Define the commercial/pricing strategy for the region including planning, key initiatives, systems, tools and budgets considering divisional strategy, financial and operational objectives, Group guidelines and policies
Set direction, plan, organize and control proposal development and commercial/pricing programs for maximizing EBIT, meeting customer needs and enhancing the competitive position of the business offering of the region
Drive development of pricing strategies for product portfolios across targeted market segments to achieve desired market positioning
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