Role Profile: Head of operations and Processes, Europe
Order Management Solutions
Purpose of the Role
* Design, streamline and standardize operational processes to improve service quality and reduce cost
* Pursue service excellence, optimum productivity, profitability and effective use of resources within the Europe region as well as any indirect Global Service Center (GSC) Team allocated to the region
* Consider all aspects of the OMS end-to-end process, for both exports and imports, across multiple products in search of standardization, efficiencies, improved performance, and cost savings opportunities
* Coach, lead and teach operational processes and excellence while utilizing internal and external tools, best practices and quality guidelines with the overall objective to constantly improve our processes across the region in line with global goals while looking for ways to improve productivity and find efficiencies
Geographical Coverage
* Europe
Reporting Relationships and Coordination
* Reports to:
o Head of OMS Europe
* Direct Reports:
o OMS Expert
* Communicates and coordinates with:
o All levels of OMS staff in all regions to affect needed change.
o Other DGF business units in bundled customer offerings.
o Customers at all levels
Key Accountabilities / Roles & Responsibilities / Tasks
* Organizational Interfaces
o Drive and follow up on assigned tasks within the operations team to maintain visibility and track progress
o Act as direct contact for the Europe region in case of escalations while creating a strong setup and structural alignment within the Europe OMS operations team
o Set clear and achievable targets in relation to regional operations & countries, monitoring and following up on country requirements
o Drive strong alignment on activities between various work streams (GSC, BUIT, etc.)
o Gather and setup knowledge alignment between various regions for best practices
o Prioritize quick operational wins with larger projects
o Convert regular feedback from operations team into actionable changes
o Support the development and the increase of OFR product knowledge and responsibilities within the operations team
o Act as project lead to implement new OMS operational processes and solutions across the EU countries
o Identify gaps and propose new initiatives to improve both origin and destination workflow and operational performance
o Evaluate new system features and actively work with IT team(s) to enhance system functionality in order to improve the service quality and operational efficiencies
o Participate in system design and new product innovations to define requirements and assess business fit with customer and product needs
o Work with IT to ensure the system is configured correctly in multiple instances according to customers’ requirements and incorporate the optimized origin process
* Operations Leadership
o The position requires a strong understanding of OMS’s overall product offering and operational processes
o Management of processes, team facilitation methodologies and process improvement strategies.
o Direct the completion of all assigned project components to meet appropriate economic standards/ profitability and maximize customer satisfaction, timely completion, and quality
o Contribute to systems enhancement prioritization
o Extensive contact and negotiating with other departments and 3rd parties with conflicting objectives
o Influence and challenge key stakeholders effectively
o Develop strong, trusting cross-functional relationships with senior DHL business leaders
o Influence others across DHL and externally as an internally and externally recognized thought leader representing the Group
o Champion cooperation and partnership to provide integrated solutions to problems
o Align with related Europe countries & other regions on operational structure/setup based on customer needs
o Focus on key customer priorities and requirements (EDI connection, reporting visibility, operational escalations)
o Drive improvement with OMS operations team on customer escalations / non-compliance on customer process
* Personnel
o Manage staff training and development to promote operations excellence and staff development
o Directs others in the completion of assignments through knowledge sharing
o Provide direction and decision support to project team(s) where applicable
* Drive performance excellence
* Experienced ability to recognize and manage staff diversity, performance and personality conflicts
o Leverage the competencies of country account management members to enhance project quality and accelerate results
Qualifications and Key Requirements
* Education
o Bachelors Degree or equivalent in a relevant business or technical subject.
o Master’s Degree or equivalent in a relevant business or technical subject would be a plus
* Experience
o Minimum 7 to 10+ years’ experience in accomplishing work through others
o Experience in planning major projects, including development of project proposals, business cases, project schedules, financial justification, etc.
o Experience in interacting with customers.
Languages
* Fluent – English
* Spanish, French, and/or German would all be a plus
Travel Requirement
* Position has a Europe responsibility, which requires moderate travel.
o International Travel (% away from job location)
+ 10 - 15%
Job Location and Flexibility
* Location
o Flexible
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