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DHL Express, Inc. Service Quality Manager in India

Role Profile

Organisational Background Information

BMR title / Role title

Service Quality Manager

Corporate Division


Business Division


Business Unit


Overall Role Purpose

Lead and manage Country Service Quality team to effectively manage the real time response to potential service incidents with the objective of initiating immediate corrective action to minimise service impact to our customers. Manage effective, clear and precise communication to stakeholders in country and in the network to ensure consistent and regular information is reported as required Manage the analytical expertise in the centre to provide analytical support and report on key Global and Regional operations performance indicators in order to identify opportunities to improve service quality and drive down costs

Reports to

Vice President - Operations


Scope of Role

Budgeted T/O in m or bn €


Number of countries covered [year]

No. Of FTEs


Direct/Indirect reports [year]




Size of budget or assets in m or bn €

Expected profit of business in m or bn €

Other relevant dimension

Other relevant dimension


Key activities

Overall goals / Typical measures



Asia Pacific excl. China Service Quality (APeC SQ)

Act as a direct point of contact for escalated issues Manage projects as required Provide regular performance reports and analysis

Asia Pacific Operations Performance

Provide focus with regards to performance reporting and analysis to identify operations constraints and opportunities and channel operational programs towards the achievement of Global and Regional operations KPI targets Align and drive Country performance reporting and improvement tools, systems and activities to Regional targets, standards and business objectives

Customer Interface (Sales, GMNC, CS, Ground, GTW)

Ensure customer interfaces have sufficient information to pro-actively inform key customers in the event DHL is unable to meet the service requirements

Country Ops Management

Provide Country Operations Management with regular Operations Performance updates which identifies actions, changes and investment

Customer satisfaction

Transit Time performance, Global and Regional KPI targets

Transit Time KPI’s

Stakeholder -



Liaise to resolve crisis situations and escalated issues Work together to manage AQCC, e-Case and other systems: give feedback on the systems and receive directions and inputs Collaborate to respond to potential service incidents to activate contingency plans to meet the transit time promise of our customers;

APeC Operations Performance

Liaise to resolve issues related to data timeliness, availability, quality and integrity, which impact performance. Work together to define systems and tools to deliver the required reporting and analytical capabilities, to maximize performance visibility and to enable effective targeting of improvement opportunities to achieve operational goals

Customer Interface:

Liaise to identify room for improvement and implement related strategies In conjunction with the functional owners (e.g. Gateway, Service Centre etc) work to identify performance gaps and initiate appropriate improvement response to address the issues


Advanced QCC (AQCC), e-Case and Unified Airline System (UAS) Management

Formulate and develop contingency plans with all key Country Operations Management to initiate in the event of a service failure Provide clear and consistent direction for issues that are escalated from the management of AQCC & e-Case applications Ensure that GTW and SVCs are complying with agreed service standards with the management of AQCC and other SQ applications

Operations Performance Management

Develop, communicate and ensure implementation of Operations Performance Plan in line with Regional Operations objectives and improvement projects In conjunction with the functional owners (eg: Customs Clearance) work to identify performance gaps and initiate appropriate corrective and follow up action plans with responsible line and functional management Provide Country Management with regular Performance updates which identified actions, changes and investments are required to achieve our operational targets

Crisis Centre

Respond and communicate to all concerned regarding any breaking news that would affect the country in terms of people, shipments or assets Activate the Country Crisis Management Team (CCMT) as and when required Maintain and update the Country Crisis Management Framework document as required

Improvement in Operations KPI’s including Transit Time, Checkpoint Compliance, Data Timeliness

Improvement in Operations Programs including DE Undel / RDD

Reduction in traces Crisis related incidents are minimised Achievement of country crisis management objectives

People – Management

Develop a high performance service culture within the functional department. Plan, organize and direct an efficient and effective functional department. Develop IKOs/KPIs with team members and monitor individual performance. Conduct performance appraisal Manage the allocation of appropriate resources and commitment of staff to support our 24x7 operations Identify training needs and opportunities to develop a highly skilled functional department.

Employee Satisfaction. Unplanned staff turnover. Employee development Employee accountability and performance.

Skills / Qualifications

Key capabilities


Ability to manage multiple programmes/projects under sustained pressure Effective analytical problem solving skills, high-level reasoning, listening and decision-making skills, negotiation skills Strong Operations process knowledge Well-developed planning and organisation skills Effective communication skills in English ‘Can do’ attitude with a well –balanced sense of perspective, sense of humour


Competency segment ‘Business’

Customer Orientation: Is focused on identifying and understanding each customer’s needs. Expresses and acts on desire to assist customers in an efficient and friendly manner.

Planning & Organizing: Sets clear and realistic goals and objectives. Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is structured with good personal organization. Schedules time effectively and uses efficient work methods and tools.

Decision Making: Makes timely and appropriate choices based on accurate analysis and experience. Uses sound judgment even in conditions of uncertainty. Anticipates impact of decisions and plans how to manage risk.

Competency segment ‘Leadership’

Developing People: Facilitates the development of others through personal involvement in coaching, mentoring and sponsorship. Creates an environment that fosters learning, growth and development to improve DHL's capability to achieve the strategic vision.

Building and Leading Teams: Knows the talent* needs of the team. Attracts and develops the people who can meet those needs. Encourages effective cooperation among team members and between teams. Inspires team spirit and the commitment to achieve high standards of performance.

Competency segment ‘Personal’

Influencing: Persuades others of the value of an approach or idea. Gains commitment and support and gets others to willingly take action.

Communication: Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style, tools and mode to the needs of others. Listens attentively, and summarizes or asks questions, when needed, to clarify information.

Commitment to Excel: Challenges self and others to exceed standards and achieve extraordinary results, striving for best in class. Is not easily deterred when obstacles or delays are encountered.

Expected years of experience

At least 5 years experience in operations management, logistics, transportation planning and or analysis or related experience At least 2 years experience in a Management capacity Experience in implementing change Proven project management experience

Educational Qualifications

Degree or equivalent

Educational Qualifications

Degree or equivalent