RCC Programme Manager

DGF Role Profile

Organizational Background Information

Role Title Regional Programmeme Manager

Business Unit DHL Global Forwarding Europe

Location Ireland

Scope of Role

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.
• Collaborate 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

Key activities

Key Accountabilities

Role Purpose

• 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. Collaborate & obtain buy-in to meet the customer’s expectations.
• 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. Support the identification and resolution of systemic/chronic problems impacting service in conjunction with the countries and regional functions.
• Prepare, conduct and follow up on the customer business review meetings. Proactively conduct strategic account reviews.
• Provide escalation management and support internal/external stakeholder communications.
• Support the Customer’s account team in regard to new implementations, programme documentation, customer escalations.
• Track, report and drive progress on customer initiatives

Key accountabilities:

Reporting/Analytics

• 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.

Corrective Action & Continuous Improvement

• 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.
• Escalation management (handles escalations or escalates further as required)

DGF Internal Review Meetings

• Conduct the various DGF internal review meetings (e.g. performance monitoring & review calls, performance improvement planning & monitoring, SOP adherence & improvement, knowledge sharing, roll out of new initiatives etc)
• Build a sense of team across the various supporting functions & ensure teams develop a deep understanding of the customer requirements & needs.

Customer Business Reviews

• Prepare, facilitate and follow up on the customer business reviews.
• Lead and/or support the weekly & monthly performance reviews (prepare the data, deliver the results and identify the improvement opportunities)

IT

• Support co-ordination of IT projects
• Support Account Mapping activities to the various systems
• DHLi, FRP or other system set up.

Quotation & Rate Management

• Support the DGF RFQ process as required.
• Support Master Account Management activities
• Ensure business translation of the Internal Pricing Templates and delivery of accurate performance measurement via Service Level compliance.

Misc

• Lead any ad-hoc projects (IT projects, improvement projects etc)
• Support with Implementation activities (DHLi training, DGF Timestamp SLA & Station SOPs)
• Support Billing SLA/SOP preparation & training to stations
• Weekly bulletins & market updates
• Legal consult when required / Claims Mgt support.

Competencies

Team Leadership

• Builds a strong team and provides team members with the direction, resources, and environment needed for success
• Motivates and inspires teams to achieve extraordinary results.
• Builds commitment to common goals and communicates a sense of mission and collective purpose.
• Communicates openly and regularly through team and individual communication.
• Creates a positive work environment.
• Provides clarity of roles and responsibilities for team members
• Manages team performance through measurement, feedback and recognition.
• Listens to and involves the team in decision making as appropriate.
• Always behaves in a manner consistent with DHL Global Forwarding’s values

Managing Relationships

• Builds effective working relationships with different groups (e.g., colleagues, suppliers, etc)

• Develops effective relationships with employees, peers, and managers.
• Communicates in an open and honest manner.
• Treats others with respect, develops trust and values diversity.
• Demonstrates sensitivity to diversity i.e., culture, gender, age, religion, race, disability.
• Harnesses difference to maximize operational performance.
• Encourages openness and challenge to the status quo.
• Fosters positive workplace relationships with employees and their representatives

Customer Focus

• Utilises resources to exceed customer expectations
• Bases decisions on how his/her actions impact customers and DHL Global Forwarding
• Builds and maintains effective relationships with customers, suppliers and other departments.
• Focuses on the needs of customers and seeks to meet and exceed expectations
• Drives the team to meet operational targets and service level requirements.
• Collaborates internally to provide customer service

Problem Solving

• Delivers operational results by analyzing and solving problems in a structured way 
• Identifies issues, problems and opportunities.
• Gathers information and analyses cause and effect.
• Quickly and practically solves problems.
• Implements corrective action and changes processes to eliminate problems.
• Establishes effective work processes, measures and key performance indicators.
• Uses all the team’s skills to solve problems.
• Deploys resources appropriately to solving the problem.
• Creates awareness of the problem, solution and action taken

Supporting Change

• Implements change through motivating

• and influencing others
• Demonstrates a positive attitude to change.
• Generates enthusiasm and ideas for change within the team.
• Takes personal ownership for leading change.
• Makes self-available and is highly visible to the team.
• Identifies and overcomes barriers to change.
• Communicates clear change goals and updates progress regularly.
• Seeks opportunities to improve existing routines or processes.
• Plans and carries change through to completion.
• Recognises and rewards team involvement in the change

Skills / Qualifications:

Expected years of experience

• (Minimum)Min 5 years of operational experience
• Min 3 years of direct customer engagement

• Expected Qualifications & Competencies

• 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. Strong Operational knowledge
• 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.
• Ability to lead and engage a DGF cross functional team.
• Results driven with excellent attention to detail.
• Demonstrates strong communication and presentation capabilities with excellent motivation & interpersonal skills.
• Ability to think on your feet (to have good ideas and make decisions quickly in a difficult situation)
• Easily capable of making well informed decisions.
• Excellent MS Office skills (particularly excel)
• Ability to interpret data, identify opportunities for further investigations and provide recommendations.
• Proven track record of effective analytical, organization and time management skills.
• Fluency in English is required.

The above statements are intended to describe the general nature and level of work performed by people assigned to this role. They are not intended to be construed as an exhaustive list of all job duties performed. The Company reserves the right to revise or amend duties at any time.

We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience