Service Excellence Manager

5 days ago

Singapore beBeeService Full time $93,090 - $132,430
Job Title: Service Excellence Manager

This role offers a challenging opportunity to 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.

About the Role:
  • 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.

Main Responsibilities:

  • 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)
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Management and Manufacturing
  • Industries

We're looking for a skilled professional who can drive operational excellence and deliver results-driven solutions.

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