Service Quality And Operations Programs Specialist

DHL WORLDWİDE EXPRESS TAŞIMACILIK VE TİC.A.Ş.

Job Description:

·    To apply analytical expertise and reporting services to key operations performance indicators in order to identify opportunities to improve service quality and drive down costs.

·  To provide expertise in operational performance KPIs Business Rules and support generation of Business Rules for new KPIs.

·   To work to identify performance gaps and initiate appropriate improvement response to address the issues in conjunction with the functional owners (e.g. Ground Ops, Gateway, Service Centre, Sales, etc).

·    To use existing tools and methodology to conduct in-depth analysis to identify issues, problems and opportunities.

·      To develop or enhance tools and methodology to improve analytical and diagnostic effectiveness.

·     To conduct on-site observations and root cause analysis with business entities to accurately identify service gaps, and to prepare detailed analytical reports on these findings.

·    To conduct on-site audit & operational compliance Global SOP reviews on Ground ops and Gateway processes to ensure compliance to standards.

·     To keep track of actions that are taken to address identified problem areas and monitor performance for improvements.

·      To ensure performance reports are produced according to business rules and distributed according to the agreed timetable.

·     To manage the provision, input and maintenance of Country Service Information in Global Reference Database and Operational Capability Management systems and other DHL information and data repositories to meet Operations & Network requirements, and to coordinate Network Alerts and daily Operational updates to the Network where required, and to support Customer Operations (COG) Business projects by providing required information and data.

·     To monitor and analyze performance provided to defined customers and define appropriate actions to improve performance.

·    To provide technical expertise and solution to Country Operations Director, Operations Management and all other functions within company for issues related to Service Quality and Operations Programs.

·    To provide required data and configuration setup for Operations Programs, to perform user acceptance tests, release-to-production tests, planning, training and execution for the deployment and utilization of global or local Operations Programs and any other cross-functional business systems that are related to operational processes and systems.

·   To support operations teams and also other functions by providing expertise for the utilization of business systems in daily operational activities and initiate corrective actions

 Qualifications:

•   Bachelor degree in related fields such as Business, Economics, Mathematics, Engineering, Statistics etc.
•      Excellent command of both written and spoken English
•      Preferably minimum 1 year of related work experience in service quality
•      Strongly numerate, analytic thinking and problem solving skills
•      Excellent organization/time management skills 
•      Ability to work well under pressure 
•      Good level of MS Office applications, especially MS Excel

“DPDHL is an equal opportunity employer and promotes diversity in the workplace.”