Operations Manager - Hillebrand Gori at DHL

Overall task & responsibilities

Ensure Service Excellence Delivery

• Deliver customer service excellence in a professional way with a friendly style and attitude to meet and exceed customer requirements
• Put the team in a position to deliver customer service excellence
• Cultivate and Maintain a friendly and flexible attitude
• Communicate actively with customers and develop deeper understanding of their requirements and provide Customer’s SOP
• Monitor customer-facing KPIs and use to drive improvement
• Anticipate potential service disruptions and prepare solutions
• Ensure product knowledge is high 

Run the operations engine

• Organize processes and resources in an effective and efficient way suited for the local situation based on Group standards to deliver service, source effectively, optimize & maximize Gross Margin, maintain financial control and update information systems
• Develop clear local SOP based on Group standard
• Organize the team for service quality and efficiency
• Monitor performance based on KPI’s
• Source effectively
• Align EHO-IHO
• Optimize Gross Margin and control costs
• Maximize GM by upselling services
• Ensure accuracy of financial data and correct invoicing

Fuel and Grow and the team

• Create an engaging environment, build and manage a skilled team to meet current and future objectives for both the organization and the people
• Fuel Individual performance
• Build Employee Engagement
• Coach and Develop People
• Put the Right people in the Right job
• Foster JF Hillebrand Group culture
• Ensure adequate training received by all team members

Connect to the Customer and Vendor base

• Link to the customer, supplier, industry and competition base and build relationships for mutual benefit and generate and share insights, developments and business opportunities
• Build essential industry relations with customers, vendors  and trade partners
• Monitor competitive and regulatory environment and comply

Align to and collaborate with other functions and the Hillebrand Network

• Actively engage and interact with other departments, functions and offices to deliver and receive benefits being part of the global network
• Actively engage and collaborate with all departments, functions within the group network
• Perform trade lane business reviews with main counterparts
• Contribute to the Group by sharing information, knowledge, best practice, talent and expertise
• Ensure the tools available are implemented for global efficiency

Systems

• Flow, Axis, Salesforce, MSOffice

Key skills & qualifications

• 5 - 7 years + management experience
• Solid knowledge of applicable corporate governance policies, budgeting, financial drive, processes and procedures
• Tertiary Level Qualification in related discipline or Senior Management and Leadership Qualification
• Freight Forwarding & Customs Compliance
• Knowledge of customs clearances
• Strong knowledge of International Freight Forwarding, FCL/LCL and Incoterms
• Customer service
• Exceptional written and verbal communication skills both
• Leadership in management
• Financial and business acumen
• Deadline orientated
• Ability to work with diverse group of people
• Additional Notes
• Muilti-lingual