Key Responsibilities

1. Operations & Service Performance Management

• Lead and manage daily service center operations to ensure service quality, productivity, and customer satisfaction.
• Monitor, measure, and improve operational performance through established KPIs and performance metrics.
• Develop and implement corrective actions to address operational gaps and service issues.
• Ensure efficient allocation of resources across operational activities and distribution centers.

2. Compliance, Quality & Security Management

• Ensure compliance with DHL global, regional, and local operational policies, procedures, and regulatory requirements.
• Drive initiatives to meet environmental, customs, trade compliance, and regulatory obligations.
• Oversee security practices and ensure compliance with DHL security policies and business requirements.
• Foster a culture of quality, safety, compliance, and continuous improvement.

3. Cost Management & Productivity Improvement

• Manage operational budgets and ensure the service center operates within approved cost targets.
• Identify and implement cost optimization opportunities while maintaining or enhancing service quality and productivity.
• Monitor operational efficiency and drive initiatives to improve resource utilization.

4. Projects & Strategic Implementation

• Roll out and execute global, regional, and country-level operational projects and initiatives.
• Implement the Operations component of the Annual Operating Plan (AOP) in alignment with DHL's strategic objectives.
• Lead change management activities and ensure successful adoption of new processes and systems.

5. Customer & Stakeholder Management

• Partner closely with Sales, Commercial, Customer Service, and other functional teams to provide value-added solutions for customers.
• Support business development initiatives and contribute operational expertise to customer proposals.
• Build strong relationships with internal and external stakeholders to ensure service excellence.

6. Facility & Asset Management

• Ensure proper maintenance of facilities, vehicles, equipment, and infrastructure in line with DHL standards and corporate image requirements.
• Maintain a safe, efficient, and compliant operating environment.

7. People Leadership & Team Development

• Lead, coach, and develop supervisors and frontline employees to build a high-performing team.
• Identify training and development needs to strengthen operational and leadership capabilities.
• Establish individual and team KPIs and conduct regular performance reviews.
• Drive employee engagement, accountability, teamwork, and a customer-focused culture.
• Support succession planning and talent pipeline development within the service center.