Job Purpose:
Overall team assigned multiple accounts operation compliance, escalation handling & program management supervisions; Leading, facilitating, establishing, overseeing and directing the product Control Tower set ups, standardization, and enhancement for a good trend of business stabilization and growth.
Main Accountabilities:
-External:

61 To overall supervise and oversee the performance of the assigned accounts, an escalation contact to customer for critical emergency management beyond the regular business executions.
61 Be consultive to the customer in the areas of process optimization, supply chain design, network enhancement and cost saving opportunity…etc.
61 To work on capacity & forecast within DHL controllable limits and plan for contingency (focus on lane pair/station level upgrading but not transactional shipment level)
61 Participate & ensure regional/global MBR/QBR materials (part related to product) can be demonstrated with the actual business situations (indications not limits to DGF but also customer, vendor and supplier, sub-contractor…etc.)
61 To communicate, develop and implement new rules/regulations, processes and solution/improvement plan to customers for maintaining the exceeding service standard.
61 Higher level of escalation management, gatekeeper of the product for the overall DGF service failures recovery (coordination among the corresponding action owners and monitor the execution)
61 Support on the ad-hoc, force majeure situation handling with customers
61 Support on new/expanded business and customer projects
-Internal:

61 To assist commercial, product in analyzing figures to support decision/adjustment on the service commitment to customers.
61 To communicate with corresponding stakeholders to understand the customers’ KPI/Capacity/Operational requirements & needs fulfilment in daily operation in accordance to SOP/DHL’s commitment
61 To identify the issues/escalations and drive the resolution in a proactive and effective way in the meanwhile DGF interest are well protected.
61 To be responsible for team performance evaluation, constantly motivate and encourage staffs to outperform the assigned tasks and drive for high department values.
61 Manage the allocation of appropriate resources and commitment of staff to the achievement of product and company objectives and targets
-People Management:
61 Be able to demonstrate ability to influence decisions/actions through provision of value added inputs into the organization's business processes
61 Develop IKOs/KPIs with team members and monitor individual performance.
61 Lead & Inspire the team to achieve success for both company & customer
61 Provide coaching / training to team staffs for talent pool cultivation
Requirements for the Job:
61 Bachelor degree & equivalent
61 Over 6~8 years of customer service/operation/product experience preferably in the Freight Forwarding and logistics industry
61 Managerial experience preferred or at least 2-3 yrs. managing a team of 5+ personnel
61 Regional Asia Pacific exposure preferred
61 Excellent interpersonal and social skills – across cultural boundaries
61 In-depth knowledge of AFR, OFR product, forwarding and logistics/supply chain
61 Good understanding of organization structure & services offering
61 Good knowledge of EDI data flows, logistics management applications
61 Tactical thinking of logistic operations
61 Good knowledge on industry best practices (Logistics/Supply Chain)
61 Good knowledge of Performance Management concepts
61 Excellent knowledge on Process Improvement concepts
61 Strong leadership skills
61 Strong communicative, analytical and administrative skills
61 Strong staff coaching, motivation and development skills
61 Strong change management skills
61 Excellent presentation skill
61 Excellent organization/facilitation/negotiation skill
61 Ability to prioritize tasks