Senior Manager Continuous Improvement SSA - Military veterans preferred

IT’S NOT JUST AN OPPORTUNITY TO GET ON THE CAREER LADDER.

IT’S AN OPPORTUNITY TO HELP THE WORLD GET ON TOGETHER

Why do people call us the world’s most international company? Is it because we operate in more countries than any other logistics provider? Is it because we invented cross border shipping over 45 years ago? Or is it, perhaps, because what we do connects people across the world. And the more we can connect people, the better life on earth becomes.

We love our role in the world. And we’re looking for the right people to help us maintain – and grow it. People like you.

Role Context

The Head of First Choice in Sub-Saharan Africa is responsible for driving continuous improvement and customer centricity culture for DHL Express through the effective management and strengthening of the program.

Key Responsibilities

• Drives the First Choice training program for the region and mentors others on using First Choice tools for experts (i.e. DMAIC)
• Promote and champion the regular use of First Choice tools/methodology (PD, Gemba, 5S, ImpAct, DMAIC) throughout the SSA region
• Encourage theuse of feedback from VOICE within all countries in SSA including callback effectiveness, customer feedback collection and analysis, and identification of areas of improvement.
• Develop and lead tools / campaigns that facilitate the drive of acting on customer feedback at a regional and country level. These campaigns should also be directed at keeping all frontline employees engaged in the See It – Sort It – Fix It improvement cycle
• Ensure that the countries have a good mix of champions / advisors and senior advisors (as appropriate)
• Steer FC communication across the organization to drive awareness and best practice sharing
• Drive the development of in-country FC leads through influence, developmental feedback, and training
• Develop quality procedures, strategies, standards, and specifications that target the improvement of customer interactions and overall business results
• Develop and direct country‘s compliance effort to regional quality governance model including but not limited to FC in-country set-up, country reviews, progress, and impact monitoring
• Mentors others on measuring and assessing the effectiveness of project management methodology and deliverables

Role Scope

• Number of countries: ~52 countries and territories
• # of Direct Reports: 1
• # of Indirect Reports: ~42 country and functional heads / Sr. Advisors

Minimum Requirements

Education / Experience

• Bachelor’s Degree in Business Administration or related field of study
• Degree in Industrial Engineering
• Minimum 10 years of experience leading a quality assurance, customer experience or change management function. Preferred minimum of 10 years experience leading First Choice in country
• DPDHL Senior Advisor Gold certification or Lean Six Sigma Master Black Belt certification

Knowledge, Skills and Abilities

• Strong leadership and collaboration skills with the ability to quickly establish productive working relationships with senior management as well as front line employees in a dynamic and international environment
• Excellent Six Sigma and Lean knowledge combined with strong analytical skills to perform complex analyses
• Strong influence and negotiation skills to work with internal stakeholders at all levels to support change management and communication activities and tasks.
• Ability to present complex results in an easy-to-understand way
• Very good understanding of DHL‘s business and core processes to make relevant assessments and recommendations
• Strong interpersonal skills, with high degree of self-motivation and drive
• Proficiency and fluency in English, French and / or Portuguese a plus

We are looking forward to your application.