Service Quality and Ops. Programs Specialist

DHL WORLDWİDE EXPRESS TAŞIMACILIK VE TİC.A.Ş.

Job Description:

Service Quality and Operations Programs Specialist

* 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 Group (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 

The Person

* Bachelor degree in related fields such as Business, Economics, Mathematics, Engineering, Statistics etc.

* Excellent command of both written and spoken English

* Minimum 2 years of experience

* Strongly numerate, analytic thinking and problem solving skills

* Excellent organization/time management skills

* Willingness to work under challenging circumstances and environment

* Comfortable in communicating with diverse individuals

* Good level of MS Office applications, especially MS Excel

* No military obligations for male candidates

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

“Only candidates who are evaluated positively will be responded.”

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Bunun bir parçası olarak, bir sonraki duyuruya kadar çevrimiçi bir işe alma sürecine geçtiğimizi paylaşmak isteriz.