Customer Support Operations Program Manager

DHL
$80,193 - $101,543 a year
Singapore
10 hours ago

Reporting to the Customer Operations Group Senior Manager, the incumbent will manage operational related projects/programs by providing standardized, sustainable, repetitive solutions for specific customer/s or industries to deliver improvements in service expectations and cost performance.

The programs/projects are related to new business acquisition/RFP/RFQ responses, solution implementations & pre/post-sales support; as well as to ensure the required work streams are completed on time, within budget and to specified quality criteria.

  • Deliver information and/or solution that is based on business requirements & cost models, to customer specification
  • Initiate monthly & annual portfolio performance review meetings with Group Manager
  • Support monthly/quarterly/annual meetings and/or conference calls with Customers to review delivered performance metrics (KPIs)
  • Where necessary, initiate and drive service improvement and/or cost reduction initiatives to meet performance targets
  • Perform continuous improvement initiatives regularly as agreed with the Group Manager & perform regular GEMBA & PD reviews to identify root causes and actionable & sustainable solutions
  • Lead in defining the operational requirements, needs and improvement opportunities
  • Work with the other functions eg. CS, Network Operations, Commercial, HUB, IS, Finance, Marketing to resolve issues & provide an operations perspective on the solution required.
  • To manage integrated solution in such a way that:
  • All service performance targets are achieved/exceeded,
  • All customer satisfaction targets, as set with the customer are met,
  • The solution is provided at the highest level of productivity and at the lowest acceptable cost.
  • Initiate and manage the development and implementation of customer specific enhancements that improve the overall service performance and profitability of the solution for DHL.
  • Communicate and promote the contract, Service Level Agreements (SLA’s) and (enhanced) operating procedures to all stakeholders within both DHL and the customers’ organisation.
  • Vendor management oversight for COG/CSS activities related to manpower supply, trucking, temperature-controlled packaging, and non-standard supplies for customer-specific programs.

Requirements:

  • Experience in logistics operations, customer services and/or sales with knowledge of express network operations (desirable)
  • Basic knowledge in principles of supply chain management (desirable)
  • Basic knowledge in Problem solving skills (8D/CAPA) (desirable)
  • Lean Sigma / Six Sigma / First Choice / Prince2 / PMP qualifications (desirable)
  • Knowledge in continuous improvement tools & process mapping skills (highly desirable)
  • Experience with systems and databases for performance measurement purposes (highly desirable)
  • Critical thinking and Analytical skills
  • Good communication skills in English (written & verbal) (Other languages – desirable)

Apply
Other Job Recommendations:

Customer Support Operations Program Manager

DHL
Singapore
  • Deliver information and/or solution that is based on...
  • Where necessary, initiate and drive service improvement...
1 day ago

Digital Product Manager, Web, Mobile (Logistics & Customer Platforms/B2B Commerce)

BUILDBRIDGE PARTNERS PTE. LTD.
Singapore
$5,000 - $9,000 a month
Our client is a global B2B logistics and transportation provider with operations across all major trade regions. The company is...
10 hours ago

Cental Kitchen Operations Manager

PLAIN VANILLA BAKERY PTE. LTD.
Singapore
$3,800 - $4,800 a month
  • Supervise day-to-day order fulfilment operations and ensure...
  • Manage the roster for order fulfilment staff and recruit...
1 day ago

Intern, Operations, Singapore (Bukit Panjang Plaza)

CapitaLand
Singapore
  • Assist daily operations related to building, security and...
  • Update tenancy layout and documentation to maintain accurate...
2 weeks ago

Assistant Manager (Operations)

Sourceo
Singapore
  • Minimum Diploma in Mechanical / Electrical engineering or...
  • Good communication and interpersonal skills (both written...
3 weeks ago

Assistant Manager - Operations

Advantis Sabang Raya Lines Pte Ltd
$4,000 - $5,000 a month
  • Handle claims with regard to charterers liability insurance,...
  • Good team player with the ability to work independently...
3 weeks ago

Operations Executive

MEGAMANPOWER PTE. LTD.
Singapore
$2,300 - $2,500 a month
✅ Diverse Learning Experience: Gain broad exposure and hands-on experience in operations. Site Visits: Get hands-on with...
3 weeks ago

Project Manager, APAC Market Operations

JPMorganChase
Singapore
  • Lead the delivery of strategic, process improvement, and...
  • Proven project management and organizational skills, with...
3 weeks ago

TikTok Shop - Anti-fraud Operations & Performance Management Program Analyst

TikTok
Singapore
We value user satisfaction and work on policies, rules, and systems to ensure quality for our community. As an Operations and...
3 weeks ago

TikTok Shop - Regional Partner Operations Manager Leader

TikTok
Singapore
E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a...
3 weeks ago