Area Service Quality Analyst

Description du poste Key activities Overall goals / Typical measures Customer External Internal Customers · Deliver Network Service Standards and improve operations processes. · Provide total best in class express service and solutions to local and global customers to ensure their requirements are met according to pre-agreed performance levels in line with our network standards. · Deliver to customers the information and/or the solution that is based on their business requirements & cost models and ensure all solutions and TDI implementations are within all DHL Global policies and procedures and to Customer specification. · Provide all Customers with accurate DHLE business information to ensure timely and effective implementation of DHL service to their business model. · Recommend logistic strategies for complete end to end solutions. · Understand customers’ need and ensure proposed solutions is implemented as per agreed timeline and service level target. · Liaise with customers to identify room for improvement and implement related strategies. Country Ops Management: · Provide regular Operations Performance updates which identifies actions, changes and investment required to achieve our service and cost targets. · In conjunction with the functional owners like Gateway, SVC, etc… work to identify performance gaps and initiate appropriate improvement response to address the issues. · Support operations focusing on performance improvement initiatives. · Provide regular performance reports and analysis. · Develop short- and long-term business objectives to meet operations strategic imperatives. · Manage and participate in cross functional project teams as required. (FC, ICCC, etc…) · Support all OPS trainings. · Support BCA preparations · Support all audit processes like ISO, TAPA etc… · Manage all ops projects as required. Customer Interface (Sales, CS, Ground, GTWs): · Ensure customer interfaces have sufficient information to pro-actively inform key customers in the event DHL is unable to meet the service requirements. · Region & Network: · Act as a direct point of contact for escalated issues · Provide input and country requirements to the development of the annual Regional Operations Performance Plan. · Provide regular performance updates which identifies action required to achieve service targets in the inter region Transit Time management. · Work closely to implement regional and global initiative at a country level. · Provide focus with regards to performance reporting and analysis to identify operations constraints and opportunities and channel operational programs towards the achievement of Global and Regional operations KPI targets. · Align and drive performance reporting and improvement tools, systems and activities to regional targets, standards, and business objectives. · Support and manage operations or local input regarding Customer Operations & business solutions to the Network. · Manage response & implementation of Network customer programs. · Manage operational post-sales support. Other country functions (Country & Regional Operations and Aviation Management Team, Country Gateway, Sales, CS, Finance, Marketing and IT, etc) · Set up and lead a multi-functional group to regularly review performance/processes issues to secure buy-in and accountability for the actions. · Work AsOne with the other country functional owners to identify gaps and initiate appropriate improvement responses to fix the highlighted issues. Projects- Local & Regional · Liaise with the Operations SMT and other project teams to ensure work is neither overlooked nor duplicated. · Implement standardised SLA or similar to all customer programs and solution offerings. Revenue & Cost