Job Purpose: Manage the operational resources and facilities of the Air Express Department and the Road Express Warehouse by planning, managing and controlling effective day-to-day pick-up, delivery and shipment processing. Ensure that local service and cost performance targets are achieved and, in partnership with Sales management, agree and meet customer performance expectations.

2. PRINCIPAL ACCOUNTABILITIES:

• Manage the day-to-day operation of the operations department to ensure that pick-up, delivery, front counter, service centers and shipment processing are carried out effectively and agreed service and cost performance targets are achieved.
• Pro-actively manage service and cost performance, initiating corrective actions where required in response to actual or anticipated under achievement of operational targets.
• In co-ordination with local Sales management, ensure that customer requirements and expectations are met, and issues resolved or escalated as appropriate.
• Plan and manage expenditure and resource utilization within the Ground Operations Department to approved levels e.g., overtime, sub-contractors & third-party services providers.
• Ensure the provision and maintenance of the vehicles, equipment and facilities to maximize operational performance.
• Ensure implementation of, and compliance to, regional and country mandatory processes, policies and procedures and external regulatory requirements that relate to performance of the DHL operation.
• Contribute to the Operations budget & AOP based on the country business plan and positively influence the achievement of cost and service targets.
• Ensure that ISO, THP are implemented and maintained to ensure compliance to DHL Country & Regional guidelines.
• Ensure that the team is provided with clear direction and performance standards and is staffed, trained and motivated to meet set targets.
• Perform the PEAP process regularly for direct reports to manage individual performance and career aspirations.
• Assist direct reports in conducting the PEAP process for staff to ensure fairness and consistence of the appraisal process.

3. NATURE AND SCOPE:

• The Ground Operations Manager is directly responsible for the day-to-day management of the Ground Operations Department, including operations personnel, equipment, supplies and facilities. He/she must ensure that all operational issues and problems are resolved so that customer expectations are met and maintained, and resources optimized in order that operational cost performance is within agreed limits.
• The Ground Operations Manager reports directly to the Country Operations Director. The position has several Team leaders and supervisors as direct reports
• Addressing day-to-day customer, service, cost and operational issues, driven by customer expectations, performance targets and the agreed business plan and budget.
• Improving operational performance for the Service Centre, including managing the staffing level, equipment and supplies availability to achieve agreed performance standards and targets.
• Managing and forecasting performance against budget for the Service Centre while achieving progressive service level improvement when compared to previous trends.
• Implementing key projects and programmed within the Service Centre, and ensuring appropriate local personnel and resources are available for timely completion
• Monitoring staffing levels and other resources, and ensure their availability to achieve service and cost performance standards and targets
• Input into Service Centre and Country business plan
• Must be able to manage, motivate and communicate effectively to all Operations staff within the Service Centre
• Ensuring performance to standard with staff / cost constraints