Operations Manager - Service Centre

DHL Express; Hamilton; On-site; CAD 90,000 - 130,000; Full time

Job summary

DHL Express is seeking an Operations Manager - Service Centre for its Hamilton, Ontario facility. The role leads customer service performance, cost optimization, HR issues, and Track & Trace initiatives to ensure service quality and profitability.

The position requires 3-5 years of management experience in a medium to large service company, preferably transportation, plus proven leadership and analytical skills. Strong negotiation and union experience are valued.

Qualifications

• University degree or equivalent.
• 3-5 years management experience in a medium to large service company (preferably transportation).
• Experience in a union environment with negotiation skills.
• Accounting, finance and administration experience.
• Experience implementing quality or process improvement initiatives.

Responsibilities

• Establish service performance indicators and meet/exceed standards for on-time delivery, tracing, dispatch & claims, including missed pick-ups; scanning compliance; and overall service quality.
• Cost optimization of the facility.
• Manage employee/labour relations through the Collective Agreement.
• Manage local HR issues in alignment with the HR team.
• Implement and maintain Track & Trace technology including scanning compliance.
• Monitor EBIT through revenue growth, POD costs, handling; and on-time data entry.
• Develop long- and short-range service centre objectives and plans.
• Prepare the service centre profit plan for approval and execution.
• Identify and track route service standards and adjust operations accordingly.
• Develop staff through training & coaching for growth and promotion.
• Provide leadership to ensure service centre management and staff perform their duties.
• Ensure staff compliance with company standards, safety, TDG, and WCB.
• Stay informed on business conditions and competitors.
• Process branch paperwork and prepare reports & statistics.
• Travel to and manage outlying depots where applicable.
• Achieve Track & Trace targets and implement continuous improvement initiatives.

Skills

Interpersonal skills

Leadership experience

Accounting & administration

Written & verbal communication

Multitasking / prioritization

Metrics & performance tracking

Union environment experience

Analytical / problem-solving

Word processing & spreadsheets

Management experience 3-5 years

University degree

Quality / process improvement

Education

University degree or equivalent

Tools

Track & Trace technology

Job description

DHL Express currently has an opening for an Operations Manager - Service Centre in our Hamilton, ON facility.

Responsibilities:

• Establish superior customer service performance indicators and meet/exceed standards for on-time delivery, tracing, dispatch & claims, including missed pick-ups; scanning compliance; and overall service quality.


• Responsibility for the cost optimization of the facility.


• Manage employee/labour relations through appropriate application of Collective Agreement.


• Manage all local Human Resources issues in alignment with Human Resources team.


• Ensure successful implementation, continued application and maintenance of Track and Trace technology including scanning compliance - P & D; on-hand; linking multi-piece shipments; transfer to agents.


• Monitor & improve EBIT through profitable revenue growth, management of P.U.D. costs, handling; and on-time data entry.


• Assist in the development of the long & short-range service centre objectives and plans for attainment.


• Prepare the service centre profit plan and submit for approval and execution.


• Identify & track route service standards and adjust operation as required.


• Organize, assign responsibility and develop, through training & counseling, competent branch staff, providing opportunities for growth and promotion.


• Provide leadership, through appropriate decision‑making, communication and motivation, to get service centre management and staff to effectively perform their duties.


• Ensure staff compliance with established Company standards, policies and procedures including workplace conduct, Occupational Health & Safety, Transport of Dangerous Goods, and WCB.


• Keep informed on general business conditions and activities of current and potential competitors.


• Process branch paperwork and prepare required reports & statistics.


• Where applicable, travel to and manage outlying depots.


• Achievement of area branch Track & Trace targets.


• Implement continuous improvement initiatives.

Requirements:

• Excellent interpersonal skills.


• Proven experience and success in leadership positions.


• Demonstrated general accounting, finance & administration experience.


• Good communication skills - written & verbal.


• Demonstrated ability to successfully manage multiple tasks/priorities.


• Implemented measurements & strategies to attain goals within time constraints.


• Proven work experience in a union environment and negotiation skills.


• Demonstrated analysis & problem‑solving skills.


• Word processing & spreadsheet experience.


• 3-5 years management experience in a medium to large service company, preferably transportation.


• University degree (in appropriate discipline) or equivalent experience.


• Demonstrated experience implementing quality/process improvement initiatives.

University degree in an appropriate discipline or equivalent experience; 3-5 years management experience in a medium to large service company, preferably transportation; proven experience in a union environment with negotiation skills; demonstrated accounting, finance and administration experience; strong analytical and problem‑solving skills.