Senior Executive, Operation Management, National Control Tower
DHL
Job Opportunity
Execute agreed SOP to ensure stable service level and performance.
Liaise with the related stakeholders (i.e. Operations/Product/FICO/IT/Stations/Commercial/Implementation) to resolve day-to-day operational issues or related customer complaints.
Handle reports per business required & be responsible for report optimizations.
Handles escalations or escalates further if required.
Execute aligned corrective actions to achieve deliverable KPIs with allocated customers to ensure customer satisfaction.
Retain a sustainable relationship with allocated customers on daily operation; well communicate with responsible functions to ensure the fulfilment in daily operation per service agreements.
Participate in and support the implementation of programs to meet mandated customer requirements.
Prepare & lead regular performance review meeting with customers (e.g. MBR, QBR, YBR).
Launch performance / service quality improvement activities when observe performance failure.
Be flexible on account support.
At least 5 years related working experience.
Excellent knowledge of LOGISTICS and/or the freight forwarding and/or contract logistics business.
Preferable to have ocean freight / airfreight / domestic freight operation experience.
Excellent Product Knowledge and MS Excel & PPT Skills.
Good communication and interpersonal skills.
Excellent analytical and Problem Solving Skills.
Good program management & quality management knowledge.
Good presentation skills.
Fluent English in written and speaking.