Senior Manager, Performance Excellence & Service Quality, APEC

DHL EXPRESS (SINGAPORE) PTE. LTD.; Singapore; On-site; SGD 120,000 - 160,000; Full time

Job summary

A global logistics leader is seeking a Senior Manager for Performance Excellence & Service Quality in Singapore. The ideal candidate will have extensive customer service experience in the logistics sector, with a strong focus on improving performance metrics and enhancing customer experience. Leadership skills in managing contact centres and implementing successful initiatives are essential for this role.

Qualifications

• 8 years of experience in Customer Service within the express/logistics industry.
• 5 years involved in contact centre management.
• 3 years experience in a quality assurance/analytical role.

Responsibilities

• Collaborate and coordinate customer service initiatives.
• Monitor and evaluate performance.
• Manage service-related KPI targets.

Skills

Analytic skills

Communication skills

Project management

Customer service experience

Education

Tertiary qualifications in a business-related area

Job description

At DHL, people mean the world to us. That’s why our goal has always been to attract and retain the best talent in the world. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business, and together we share the pride of building THE logistics company for the world.

We are currently looking for passionate professional to join our Regional Customer Service team as Senior Manager, Performance Excellence & Service Quality, APEC.

Join us and bring your expertise on board!

Job Purpose:

• Collaborate and coordinate the development, execution and management of global/ regional customer service initiatives; focusing on performance excellence and improving our customers’ experience through vital customer touch points.
• Support country business imperatives and strategic plans in alignment with DHL’s global/regional strategy.
• Monitor and evaluate countries' performance and ensure performance reports are consistently analyzed to identify country good practices for sharing and seek for improvement opportunities across APEC.
• Ensure countries are operating effectively and efficiently and resources are utilized at the optimal level and right sized
• Foster a high performance service culture across countries by driving standardization in processes and tools and work towards to achieve the highest customer satisfaction.
• Drive an Insanely customer centric culture in countries to enhance customer experience and maintain our service leadership position against our competition.
• Be the knowledge expert and source of consultation of country CS management team.

Key Tasks:

• Manage all service related and revenue generation KPI targets through effective management of the Customer Service function in the countries.
• Monitor and evaluate countries’ performance against established targets and ensure that reports are consistently analysed to identify exemplary country practices for sharing as well as opportunities for improvement for action, and provide appropriate guidelines and recommendation to countries.
• Manage and support deployment activities to meet agreed deadlines and achieve business objectives.
• Act as the catalyst and focal contact point for the customer service in the designated area, coordinate and facilitate customers service-related matters to ensure issues and concerns are reflected at the regional group level and initiatives and projects are completed on time and have achieved targeted goals.
• Assist other managers in the team in identifying, developing and implementing programs when required.
• Function as the key contact point for customer escalations and serious shipment related incidents and follow up on issues assigned by Head of Performance Excellence, Service Quality, First Choice & ICCC, APEC.
• Conduct Centre of Excellence accreditation and Customer Service Reviews to identify strengths, best practices and areas for performance improvements, driving service excellence, productivity improvements and cost savings.
• Facilitate post-implementation reviews to assess the success of the initiatives / projects and are in line with regional guidelines.
• Manage customer service centre efficiently and effectively in order to meet customer’s expectations proactively through various channels e.g. calls, chats, e-mail, website etc., whilst adhering to stipulated service level agreements.
• Develop and implement creative service recovery initiatives to restore confidence in the event of service failure and ensure effective trace management at the Customer Care function.
• Provide countries and management with deployment status reports, KPI reports and other required information to demonstrate status of deployed / implemented initiatives to foster a learning and information sharing environment so that initiatives, services, solutions and particularly country good business practices, can be shared and reused across the region.
• Support country CS team and key stakeholders to deliver Digi programs and RPA initiatives, ensuring an optimal operation in CS centres.

Requirements:

• Tertiary qualifications in a business-related area
• 8 years of experience in Customer Service in the express/ logistics industry or with similar business experience and with at least 5 years involved in contact centre management
• 3 years experience in a quality assurance / analytical role
• Excellent Analytic, numeric, written and oral communication skills
• Experience in a regional role would be advantageous
• Proven experience of developing a team in cross-cultural environment
• Must be able to show successful project management experience
• COPC registered coordinator certification with experience leading a centre through COPC certification would be an advantage
• Completion of OET for both Contact Center and Customer Care
• First Choice certification with Champion Bronze or above is preferred