Operations Process Quality Executive
5 days ago
**YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.**:
Would you like to become part of the world's most international company?
A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.
Do you want to make a difference? Then come to our "Insanely Customer Centric" Team and become a Certified International Specialist
**JOB PURPOSE**
Ensures that our operations comply with all the process quality and environment requirements, DHL internal standards and customer specific requirements and acts as focal contact & driver for all process quality-related topics/requests, global Quality and x-functional CI initiatives on site.
Mobility: this role is based at particular site, but there is an expected limited travel requirement for audits, training, good practice sharing, other/peer site support and meetings.
**PRINCIPAL ACCOUNTABILITIES**
- Drive process quality culture through consistent communication and employee engagement (incl. relevant DPDHL policies) - Coordinate monthly MRPs and process quality Management Reviews - Contribute to the continuous improvement of procedures (First Choice and best practice sharing)
- Review process quality within customer agreements and evaluate operational requirements.
- Ensure full compliance with all relevant regulatory, customer and local legal obligations prior, during and after implementation.
- Support Trade compliance risk assessments & required activities to ensure trade compliance in alignment with regional and global compliance teams.
- Support validation and qualification activities - Perform relevant inspections in order to verify full compliance against required standards.
- Prepare and conduct audits as required per the given plan.
- Ensure operational training is conducted in accordance with regulation and/or DHL standards and review respective training matrix/plan/records.
- Implement and supervise the adherence of GSOP changes and updates.
- Monitor and analyze Quality metrics, investigate non-conformances and create and execute actions plan. Ensuring proper documentation on corrective action platform i.e “DRIVE”
**NATURE AND SCOPE**
**a) Context**
- The Process Quality Executive is responsible of DHL standard and procedures implementation on a day-to-day basis, hence his accuracy and dedication in doing his/her job strengthens DHL business credibility and relationship with customers.
**b) Reporting Relationships**
- Reports to Operations Performance Manager
**c) Contacts**
- Internal_
- Global/Regional Office Process Quality Managers
- Operations Management Team
- Customer Care Manager
- CS Supervisors and team leaders
- Commercial team
- Country CIS champions and HR trainers
- External_
- Customers
- Regulatory Authorities
**d) Problem Solving**
- Manage the day-to-day issues, queries and reports of the operation performance manager, colleagues, and customers. Make recommendations for improvement and mitigation of service failures accordingly.
**e) Decision Making**
- Can take decisions on individual run-in terms of scheduling workload to ensure deadlines and standards are met.
**f) Planning and Organization**
- Organize his daily tasks, data download and paperwork are 100% completed as per standards.
- Plan a course of actions to ensure that individual targets and deadline are met.
**g) Job Challenge**
- Strive to meet his daily deadlines without comprising on service standard and procedures and completion of internal procedures.
- Maintain credibility with Operations team and all other internal colleagues by maintaining the highest level of accuracy and professionalism.
**QUALIFICATIONS**:
- Bachelor's degree
- Experience of Operations Processes 2-3 years
- Credible with Operations staff in Gemba and Coaching activities
- Exposure to acquisition of certifications and accreditations First Choice Master Bronze
- Experience and working knowledge of Quality Assurance policy, principles and methodology of its internal audits.
- English Language level fluent for regional/global communication.
- Excellent verbal and written communication skills, including good facilitation skills. Good presentation and project management skills
- MS Excel skills, intermediate level at a minimum
**KNOWLEDGE, SKILLS AND EXPERIENCE**
- Prior experience in a service industry preferable
- Excellent verbal and written English communication skills.
- Good planning & organising skills
- Demonstrates high level of commitment, energy and resilience.
- Passion for delighting customers.
- Committed to delivering quality results and exceeding expectations.
- Good attention for detail.
- Good at building relationships and interpersonal skills.
- Team player.
- Self-motivated and able to work pressure and time deadlines.
- Adher
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