Program Manager - IWS

ABOUT FTWZ/VAS DEPARTMENT

The Free Trade Warehousing Zone (FTWZ) or Value-Added Services department at DHL Global Forwarding provides a strategic hub for international trade activities, offering specialized services to enhance supply chain efficiency. It serves as a customs-bonded area facilitating the storage, handling, and distribution of goods with streamlined customs procedures. Additionally, FTWZs often provide value-added services such as packaging, labelling, and assembly, adding further value to the logistics chain. These departments play a crucial role in optimizing trade operations, reducing costs, and ensuring regulatory compliance for businesses engaged in global trade activities.

JOB SUMMARY

Ensure effective resolution of customer escalations in the After Sales environment, meeting customer requirements, providing performance reporting, and supporting new business implementations. Drive customer relationship and IWS solution performance for CSI/MNC Customers to increase retention and exceed KPIs and targets. Support business development activities as needed.

KEY RESPONSIBILITIES

Sales Planning and Business Development

• Develop annual sales plan for inclusion in the annual business plan.
• Act as the focal point for timely and effective resolution of customer challenges.
• Maintain deep industry knowledge to support growth and diversification, ensuring we meet customer expectations and benchmarks.

Customer Service and Performance Management

• Collaborate with customer service and commercial teams to achieve/exceed service performance and customer satisfaction targets.
• Drive productivity and cost efficiency in delivering solutions.
• Identify and implement customer-specific enhancements to improve service performance and profitability.
• Communicate and promote contracts, SLAs, and operating procedures to stakeholders.
• Initiate service improvement and cost reduction initiatives.

Operational Support

• Act as regional escalation point for operational issues for MNC customers, coordinating with country teams.
• Participate in customer site visits and review meetings as needed.

Finance and Project Management

• Ensure customers' financial budgets are met.
• Safeguard the company's financial well-being from legal, statutory, and DPDHL perspectives.
• Set, review, and implement capital budgets and cost control programs effectively.

People Management

• Cultivate a high-performance service culture within the department.
• Collaborate with product and customer service teams to meet customer requirements.
• Utilize departmental escalations judiciously to ensure service delivery.

COMPETENCIES

Functional Competencies

• Product Knowledge: In depth understanding of the IWS warehouse operations, including inventory management, logistics, and compliance with safety and quality standards.
• Customer Service: Strong customer service skills to address inquiries, provide updates, and resolve issues related to shipments.
• Financial Acumen: Experience in managing warehouse budgets, forecasting P&L, and handling accounts payables/receivables.
• Regulatory Compliance Management: Skilled in ensuring compliance with health, safety, environmental regulations, as well as customs and trade regulations.

Behavioural Competencies

• Agility: Ability to adapt quickly to changing operational needs and environments.
• Continuous Learning: Willingness to learn and improve skills to enhance performance.
• Attention to Detail: Consistently maintaining accuracy and precision in tasks.
• Quality Orientation: Commitment to delivering high-quality results and services.
• Leadership and Team Management: Directing teams towards goals and optimizing productivity by promoting accountability.
• Initiative: Taking proactive steps to improve processes or address issues.
• Strategic Planning: Developing and implementing strategic plans to achieve organizational objectives.

WHO CAN APPLY?

Must Have

• Bachelor’s Degree is required.
• Proven experience of 6-8 years in operations management, preferably in a IWS or similar logistics environment.
• Strong understanding of regional strategies, customer targeting, and value proposition development.
• Familiarity with customs and trade regulations in FTWZ operations.

Preferred

• Postgraduate in MBA is preferred.
• Demonstrated track record in achieving customer satisfaction and retention.