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Job Description
JOB PURPOSE
Ensures that our operations comply with all the process quality and environment requirements, DHL internal standards and customer specific requirements and acts as focal contact & driver for all process quality-related topics/requests, global Quality and x-functional CI initiatives on site.
Mobility: this role is based at particular site, but there is an expected limited travel requirement for audits, training, good practice sharing, other/peer site support and meetings.
PRINCIPAL ACCOUNTABILITIES
- Drive process quality culture through consistent communication and employee engagement (incl. relevant DPDHL policies) - Coordinate monthly MRPs and process quality Management Reviews - Contribute to the continuous improvement of procedures (First Choice and best practice sharing)
- Review process quality within customer agreements and evaluate operational requirements.
- Ensure full compliance with all relevant regulatory, customer and local legal obligations prior, during and after implementation.
- Support Trade compliance risk assessments & required activities to ensure trade compliance in alignment with regional and global compliance teams.
- Support validation and qualification activities - Perform relevant inspections in order to verify full compliance against required standards.
- Prepare and conduct audits as required per the given plan.
- Ensure operational training is conducted in accordance with regulation and/or DHL standards and review respective training matrix/plan/records.
- Implement and supervise the adherence of GSOP changes and updates.
- Monitor and analyze Quality metrics, investigate non-conformances and create and execute actions plan. Ensuring proper documentation on corrective action platform i.e “DRIVE”
NATURE AND SCOPE
a) Context
- The Process Quality Executive is responsible of DHL standard and procedures implementation on a day-to-day basis, hence his accuracy and dedication in doing his/her job strengthens DHL business credibility and relationship with customers.
b) Reporting Relationships
- Reports to Operations Performance Manager
c) Contacts
Internal
- Global/Regional Office Process Quality Managers
- Operations Management Team
- Customer Care Manager
- CS Supervisors and team leaders
- Commercial team
- Country CIS champions and HR trainers
External
- Customers
- Regulatory Authorities
d) Problem Solving
- Manage the day-to-day issues, queries and reports of the operation performance manager, colleagues, and customers. Make recommendations for improvement and mitigation of service failures accordingly.
e) Decision Making
- Can take decisions on individual run-in terms of scheduling workload to ensure deadlines and standards are met.
f) Planning and Organization
- Organize his daily tasks, data download and paperwork are 100% completed as per standards.
- Plan a course of actions to ensure that individual targets and deadline are met.
g) Job Challenge
- Strive to meet his daily deadlines without comprising on service standard and procedures and completion of internal procedures.
- Maintain credibility with Operations team and all other internal colleagues by maintaining the highest level of accuracy and professionalism.
Job Requirements
QUALIFICATIONS:
- Bachelor's degree
- Experience of Operations Processes 2-3 years
- Credible with Operations staff in Gemba and Coaching activities
- Experience and working knowledge of Quality Assurance policy, principles and methodology of its internal audits.
- English Language level fluent for regional/global communication.
- Excellent verbal and written communication skills, including good facilitation skills. Good presentation and project management skills
- MS Excel skills, intermediate level at a minimum
KNOWLEDGE, SKILLS AND EXPERIENCE
- Prior experience in a service industry preferable
- Excellent verbal and written English communication skills.
- Good planning & organizing skills.
- Demonstrates high level of commitment, energy and resilience.
- Passion for delighting customers.
- Committed to delivering quality results and exceeding expectations.
- Good attention for detail.
- Good at building relationships and interpersonal skills.
- Team player.
- Self-motivated and able to work pressure and time deadlines.
- Adheres to company policies and procedures.
