Head - Customer Implementation - Military veterans preferred

Overall Role Purpose

• Lead implementation of country forwarding projects
• Manage country customer programs
• Support cross product / region project implementation
• Develop IPM process competency
• Manage projects using De PICT methodology and promote
• Support regions IPM team with process knowledge and training

Key activities

• Understand customer requirements.
• Manage customer expectations.
• Drive project implementation and customer program service excellence

Country BD, AFR, OFR,CPM, PSOS, IT

• Setup Implementation team
• Define roles and responsibilities of team members.
• Coordinate and ensure tasks completion as per implementation plan.
• Maintain efficient communications to all parties through the implementation process.

External

• Visit key / large customers along with sales
• Personnel to present DGF IT capabilities and to be a
• Points-man for implementing customer requirements
• Lead Implementation liaison with Customers

Internal
Country / Regional BD Team

• Work closely with BD Sales to understand and comply with customer requirements
• Develop regional SOP and drive compliance
• Manage customer programs to meet KPI standards

PSOS/PM Team
Liaise with country PSOS/PM team for setup and support on Logis and other in-house applications.

Regional IT
Liaise with Regional IT team for setup and support on EDI and other technical areas.

Regional Implementation & Program Management Team
Liaise and coordinate the implementation on country level.
Support and develop country IPM team capabilities as required

Country OFR/AFR
Facilitate trainings and ensure all SOPs are being followed.

Other BUs
Liaise with other BUs (GCS, DESC) to coordinate regional GF freight implementation and programs.

DePICT Phases Approach

1. DEFINE

• Requirement Definitions
• Identify resources and budgets
• Identify critical success factors
• Project Deliverables
• Risk Assessment

2. PLAN

• Project Team formation
• Plans- Project, Budgets, Risks Management
• Roles and Responsibilities

3. IMPLEMENT

• Final solution blueprint\
• Project Team meetings and follow-up
• Final SOP and KPIs
• Users’ training
• Testing and cut-off plan
• Go-live support plan
• Go-live project review
  
  

4. Transition

• Post-implementation review
• Process refinements
• Lessons learned
• Customer acceptance and sign-off
• Project final report

5. Controlling

• Status Reporting
• Change Management
• Scope management
• Risk Management
• Issue Management
• Budget Management

People - Management

• This role will have Implementation Resources reporting from Stations
• Will need to work with these resources to ensure smooth Implementation of SME business
• Ensure that the team members are appropriately supported through timely intervention for resolving issues at Station level
• Demonstrate good control over Implementations happening across the country and conduct periodic reviews to ensure timeliness and Effectiveness
• This role no authority over regional line and functional personnel. Nevertheless he/she must be able to demonstrate ability to influence/coordinate decisions/actions to lead project group across regions and business units.
• Develop a high performance service culture within the functional department.
• Plan, organize and direct and efficient and effective functional department.
• Develop IKOs/ KPIs with team members and monitor individual performance.
• Conduct performance appraisal.
• Manage the allocation of appropriate resources and commitment of staff to the achievement of Global, Regional and Country objectives and targets.
• Identify training needs and opportunities to develop a highly skilled functional department
  

Skills / Qualifications

Skills

• Excellent project management skills
• Excellent facilitation skills
• Good communication and interpersonal skills
• Good language skills
• Good Presentation skills

Competences

Competency segment ‘Business’
Customer Orientation: Is focused on identifying and understanding each customer’s needs. Expresses and act on desire to assist customers in an efficient and friendly manner.

Planning & Organizing: Sets clear and realistic goals and objectives. Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is meticulous in approach towards projects and demonstrate high levels of perserverance

Analysis: Breaks down a problem, situation or process into its component parts, separates the main issues from side-issues, understands the nature of parts and their relationship to one another. Seeks out and critically evaluates both numerical and narrative information. Draws accurate conclusions.

Planning & Organizing: Sets clear and realistic goals and objectives. Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is structured with good personal organization. Schedules time effectively and use efficient work methods and tools.

Decision Making: Makes timely and appropriate choices based on accurate analysis and experience. Uses sound judgment even in conditions of uncertainty. Anticipates impact of decisions and plans how to manage risk.

Results Orientation: Continually seeks to accomplish critical tasks with measurable results. Overcomes obstacles and makes adjustments to achieve results. Focuses self and others to achieve targets aligned with business goals.

Competency segment ‘Leadership’
Teamwork: Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions.

Competency segment ‘Personal’
Accountability: Acts responsibly. Can be counted on to keep commitments. Complies with the intent of policies, procedures and agreements. Builds others' trust in own professionalism, integrity, expertise and ability to get results.

Communication: Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style, tools and mode to the needs of others. Listens attentively, and summarizes or asks questions, when needed, to clarify information.

Self Management: Remains calm, objective and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure. Stays positive.

Commitment to Excel: Challenges self and others to exceed standards and achieve extraordinary results, striving for best in class. Is not easily deterred when obstacles or delays are encountered.

Expected years of experience

• 5 years of experience and good relationship building abilities.
• Good knowledge of the Logistics Business.
• Good understanding of DHL IT capabilities
  

Educational Qualifications

• Tertiary education or equivalent
• Logistics/Transportation education background an added advantage