RCC Programme Manager

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

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

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.