Operations Program Manager

Job Purpose

Manage specific domain(s) of Operations with regards to EGAP application strategy and is responsible for the programs/projects, both Business and EGAP related projects, producing results which are capable of achieving the benefits defined in the business cases

In agreement with the VP Operations, identify, champion, develop and coordinate programs, in areas of Ops process and EGAP operations toolkit, service quality, operational efficiency and operational cost improvement (PUDO & SCO) ensuring that performance meets Customer (internal and External) and Network expectations.

Direct, manage and implement specific programs and projects, to ensure they are completed on time, within budget and to the agreed specification resulting in a positive impact on operations performance.

Primary liaison and facilitator on behalf of the regional Operations users for specific projects of both a business operation and EGAP nature.

Responsibilities

External Customers

• Interface with External Customers where required for the objectives of the program or project at hand.
• VP Operations, Service Quality Manager , Service Centre Managers, EGAP Management team, Program Managers from both the RO Business and EGAP domains
• Recommend and provide input on the scope, costs and benefits of programs on hand/ under discussion.
• Provide, through the immediate team, defined business requirements including changes to current processes and applications to ensure business needs are met and enhanced.
• Conduct presentations, and other regular updates to management regarding costs and benefits of the programs to obtain approval.
• Stand-in for VP OPS/ Service Quality Manager on Programme steering meetings where relevant.
• Provide specialist Ops process and Ops EGAP toolkit support and application leadership to country operations in the resolution of system, process and service performance issues and the introduction of improved work practices, though better process, software and related EGAP solutions.
• Coordinate and where necessary provide resources for country implementation of solutions ensuring appropriate technical, operational and training support is provided.
• Communicate, interface and work with the respective IS groups to achieve the defined goals, where specific IS projects are related
  
  
  

• Where relevant ensure that external stakeholders are consulted on direction, progress, goals and program issues
• Liaise to provide necessary infrastructure, etc
• Program Development and Implementation
• Present and get agreement for programs and multiple projects for approval and concept buy-in.
• Set up the project and relevant project organisation with the project manager. Provide steering, direction and motivation for effective project management
• Plan the development implementation and execution of the programs upon approval to proceed
• Identify and select staff/resources required to implement the programs
• Oversee/assist with the implementation of the programs
• Act as a trouble shooter to provide advice and support to ensure programs are completed on time, within budget and to the agreed specifications.
  
  
  

• Participate where necessary in centrally delivered user training to ensure users are fully capable of using the new processes and systems to the optimum level
• Develop a post-audit review methodology to enable the measurement of program effectiveness, and ensure that this is followed up by the respective project managers
• Determine organization structure, roles and responsibility and performance targets for the function.
• Develop a culture of quality, service excellence (for internal customers), flexibility and cost consciousness.
• Develop team spirit and multitasking capabilities within the team.
• Plan, organise and direct an efficient and effective function.
• Develop IKOs/KPIs with team members and monitor individual performance.
• Manage the allocation of appropriate resources and commitment of staff to the achievement of Country objectives and targets.
• Identify training needs and opportunities to develop a highly skilled functional department.
  
  
  

• Fluency in spoken and written English.
• Experience in managing people as (in)direct reports
• Broad-based Ops Applications knowledge , with a good understanding of information systems requirements relating to the express courier industry.
• In depth knowledge of express /transport operations processes preferred
• Well-developed project/ process management, prioritising and analytical skills with strong business acumen
• Proven ability in report writing -able to prepare analytical reports highlighting and interpreting key business information
• Proven ability to conduct a service- based audit and gap analysis for the purpose of producing business requirements
• Highly motivated, initiating, good team member
• Flexibility in operating style and attitude
• Diplomatic, tactful, patient and sensitive to cultural differences
• Good presentation skills, good negotiating and influencing skills
• Positive and contributory attitude, total dedication to all customers.
• A minimum of 7 years experience including at least 3 years in managerial level
• Ideally previous experience gained with DHL, in the Operations/ Services environment with a comprehensive knowledge of the DHL network
• Good understanding of transportation, courier, import and export operations and regulations in the region
• Arabic language would be a strong advantage