Kenya Country Operations Manager at DHL

Role Purpose

Under the management of the Country Operations Manager for Operations and Aviation the appointed person is mandated is to manage the country operations department, provide, and implement the Global and SSA Operational Functional Direction through regular collaboration / communication with the Country Ops Managers & Supervisors and the where applicable the Country SMT and Cluster Director/ team.

The role inter alia covers the management and oversight of the following key Country activities:

• GSOP Compliance
• Aviation Handling & Safety compliance
• OCPM management – (NOEP Initiatives)
• CRA compliance, implementation, and outcomes
• Infrastructure and Fleet management
• Security compliance
• Service Quality Improvements
• Health & Safety compliance
• Encourage Employee engagement
• Ensure full support of CIS training
• Delivering great results without compromising on Respect.

Key Responsibilities

Key Performance Area

Operations Management & Strategy 

• Contribute to the overall strategic direction and management of the Country Operations PLUS the Cluster & sub-regional operational strategy (short and long term) and policies within overall regional DHL context, in terms of door-to-door profitability, service quality and cost performance
• Manages the profitability and growth of the organization´s operations within a cluster
• Ensure Aviation handling & safety compliance procedures and processes are in place in all countries
• Ensure all Security procedures & processes are in place across all countries
• Ensure health & safety standards are in place in all countries.
• Establishes the required operating standards and procedures to provide cost-effective, superior customer service
  Liaise with relevant departments to bring Operational expertise to the customer relationship and ensure cost effective service offering
• Directs the preparation of the countries operating budgets within principles set by division / region and proposals for investments in infrastructure, technology, equipment, systems, or other resources on the country
• Analyses and approves country investments that best meet the organization's business needs
• Drive improvement of operational processes, facilities, and capabilities, through standardising operational practices and optimising work methods in DHL organisations to maximize productivity improvement.
• Specifies Country service and quality targets within divisional / regional guidelines and ensures their achievement for the country.

Measurement/KPI

• Cost and service quality targets (Operations Cost Per Move)
• Internal customer satisfaction
• Reduction in cost through optimisation and efficiency gains
• Division's financial objectives (budget, revenue, net sales) and results (EBIT)
• Full legal and regulatory compliance
• Productivity Improvements

People and Performance Management

•  Assists country with recruiting talent and develops the members of the operations leadership team in the country ; keeps them motivated and coordinates their efforts to enhance customer service experiences for internal customers and develop staff to the maximum potential
• Together with Country Ops managers, supervisors & HR Approves key personnel decisions for the function
• Generates commitment, motivation and enthusiasm to company and division by motivating and retaining the best talents within DHL to enhance customer service experiences for internal customers
• Challenges self and others to exceed standards and achieve extraordinary results striving for best-in-class; determines team structure, roles, performance targets in co-operation with division leadership
• Evaluates staff performance and proposes development / promotion for Ops staff in conjunction with Country Ops Managers, Supervisors & HR
• Design and develop Operations architecture (org structure, job profiles, competence profiles)
• Develop performance contracts, performance targets and KPI for Operations staff
• Ensure Operations departments in country builds departmental capacity and capability to enable achievement of operational & commercial objectives
• Ensure country aligns people, competencies to meet the business objectives and manage staff competency levels and performance according to service requirements and business needs
• Ensuring that country operations activities meet efficiency targets (Key Performance Indicators (KPIs) in line with business objectives

Measurement/KPI

• Employee / team satisfaction
• Optimum utilization of resources
• Staff turnover
• Training & Development budget v/s hours per employee
• Identification of high potentials

Financial management & projects

• Together with country Operations managers& Supervisors develop yearly operations budget (Opex and Capex)
• Monitor and control operations budget monthly
• Oversees the operations budget on the country level
• Together with country Ops Managers & Supervisors Decides all major operations projects within country.
• Drive the accurate creation and submission of BCA (Business Case Applications) to Country / African Management board

Measurement/KPI

• Country financial objectives (budget, sales) and results (EBIT)

Reporting and analysis

• Prepares necessary frequent reports for Cluster & SSA Area office
• Analyze records of customer inquiries, service requests and complaints to identify trends for countries
• To maintain standards, use operations data to focus resources on improving performance
• To monitor Operations KPIs, standards and reporting
• Balance operational metrics against operations metrics
• Translate Operations trends into easy-to-understand reports or presentations for Cluster and SSA Area office

Measurement/KPI

• Accurate ops reports

Requirement of the job

Experience required

• Minimum of 10 years in Logistics and/or courier industry
• 5 years’ experience leading Operations teams

Expected Qualifications

• Post-graduate qualification in Management