Regional First Choice Senior Manager
14 hours ago
At DHL, people mean the world to us. That’s why our goal has always been to attract and retain the best talent in the world. We provide challenge an..
At DHL, people mean the world to us. That’s why our goal has always been to attract and retain the best talent in the world. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business, and together we share the pride of building THE logistics company for the world.
Ready to immerse yourself in the exciting world of DHL?
We are currently looking for passionate professional to join our Regional Customer Services team. Join us and bring your expertise on board!
As a Regional First Choice Manager, your role purpose is to:
- Lead the development and implementation of the First Choice Approach to foster a continuous improvement culture at both regional and country levels.
- Promote the First Choice philosophy and mindset, embedding it into daily operations to establish the company as the preferred choice for customers.
- Drive and support First Choice initiatives aimed at enhancing customer experience, improving business processes, increasing work efficiency and productivity, and adding value to DHL's service offerings.
- Identify insights and coordinate service improvements with senior leadership across various functions and networks.
- Detect key business deficiencies and implement improvement initiatives across different functions at regional and country levels to deliver superior service quality, retain customers, and drive growth.
- Monitor the utilization of various First Choice Tools to achieve First Choice certifications and develop effective improvement plans to enhance service quality.
- Lead, coach, train, and serve as the knowledge expert in the First Choice Approach, developing country leaders, Advisors, and Senior Advisors.
- Represent the APEC region and contribute ideas and insights to the Global First Choice committee, aiding in the development of key performance indicators, identifying technology support requirements, enhancing products and solutions, and improving the effectiveness of the First Choice management tool.
Key tasks include:
- Collaborate with global and regional business functions to implement a customer-centric strategy and governance framework aimed at building customer loyalty while balancing service quality and cost.
- Lead and drive initiatives to enhance customer loyalty by providing top-tier service standards, establishing and maintaining a competitive advantage.
- Ensure the proper establishment of First Choice teams in each country, allocate appropriate resources, and utilize these teams to identify operational shortfalls and drive improvements to enhance customer and employee experience.
- Leverage customer feedback and quality measurements to identify improvement opportunities, challenge leadership teams on the application of First Choice Tools at regional and country levels.
- Provide insights and drive countries to develop and prioritize initiatives, facilitating their execution to achieve optimal business outcomes.
- Evaluate the impact and potential of initiatives, translate successful solutions into country standards, support deployment across the APEC network, and facilitate best practice sharing and collaboration.
- Conduct First Choice Country Reviews to identify strengths, best practices, and areas for performance improvement, driving customer satisfaction and operational effectiveness.
- Serve as the Subject Matter Expert (SME) for the First Choice approach and methodology, enhancing knowledge management and best practice exchange in the APEC region.
- Develop a talent pool and nurture the First Choice Leads/Advisors community to further drive the continuous improvement culture in countries.
- Refine and adjust standard trainings and trainer instructions in collaboration with Global First Choice, and conduct train-the-trainer sessions for country-based Advisors.
- Coach Process Owners, Champions, and Advisors to effectively utilize DMAIC, perform complex data analysis/trending, and derive sustainable solutions.
- Maintain strong communication lines with Global and Country teams, ensuring that suggestions/requirement from the APEC region regarding the First Choice approach, framework, and tools are considered.
Requirements:
- Tertiary qualifications in a business-related area.
- Minimum 8 years of professional, operational and management experience
- Excellent Analytic, numeric, written and oral communication skills
- Computer, MS Office proficiency
- Be a black belt Six-Sigma
- Training / Facilitating skills, self-motivated and resourcesful
- Project Management and Change Management skills
Official account of Jobstore.
