Network Control Manager

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 in the world? 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!

YOUR TASKS:

Role purpose: Provide gateway information, customer service to the network and customers (as directed), and essential administrative support for the gateway to function effectively.

DHL Customers and DHL Network

- Provide a tracing service for the network and interface with local country customer service on service problems and enquiries.

- Proactive and immediate response to all customers.

- Establish the flight scheduling and allocation lodgement to guarantee the timely air transportation of the shipment

- Develop/Establish contingency plan for the specific project customers and specific requirement

Gateway Manager

- Provide administrative support to gateway facilities e.g. supplies, managing building services.

- Provide accurate and analytic performance / incident report to enhance Gateway quality /performance.

Airlines & other linehaul providers, suppliers

- Well manage space allocation for both own charter and commercial airlines to secure space and ensure a minimize offload happen.

- Negotiate with airlines to gain additional space for emergence request.

- Work with airlines and DHL relative function to implement outbound and inbound service enhancements.

- Day to day linehaul administration.

- Contingency database review and set up.

Third Party shuttle vendors

- Effectively shuttle arrangement to achieve both customers and DHL Network requirement.

- Monitor Gateway third party shuttle cost and immediate advice to relative function for cost control.

DHL Network Gateway and Hubs

- Facilitate proactive customer notification and service recovery.

- Real time responses to offload, technical delays.

- Ensure report delays 30 minutes or more

- Implement recovery and contingency plans.

- Ensure flight schedule update to all networks on time.

- Provide direction to all relative function for DHL own charter space allocation.

- Management of dramatic and destructive events that seriously impact the DHL network.

- Monitor DHL own ULD tracking are well follow up.

- Linehaul report generation per Transportation MGR requirement.

- OURS updates as RO standard

- Send Recap reports to all network as RO standard.

Local Country Management

- Coordinate all business requirement in between Network, local country customer service, commercial group and operation centres.

Regional Office Operations Group

- Ensure regional policy is well follow up by relative functions in Country and Gateway.

- Provide suggestion to regional office from local country point of view.

Gateway staff at all levels

- Remote online monitoring of Gateway facilities via CCTV networks

Network Control Management

- Organise appropriate shifts and manning levels to meet business requirements.

- Supervise building reception procedures and telephone switchboard.

- Monitor and analyse service performance

- Produce required service performance reports.

- Ensure shipment / linehaul data is well prepared for destination HUB/GTW clearance.

- Confirm uplift of all outbound movements

- Confirm arrival of all inbound movements

- Confirm recovery of all inbound movements

- Evaluate procedures and methods to achieve optimum service and cost performance; participates in gateway quality policy and initiatives e.g. ISO.

- Send/receive appropriate linehaul alerts/messages.

- Maintain effective communications with local country office and the rest of the network.

- Support the business acquisition process and provide after sales support as required.

- Provides a tracing service for the network and interface with local country Sales / Customer Service on service problems and enquiries.

- Bagging and routing guide maintenance.

- Maintaining pre printed HUID labels with profile.

Network Control Staff Management

- Ensure network control staff maintains a professional image to both internal & external contacts through coaching and training.

Transportation Planning and Management

- Conduct continuous planning and analysis to achieve a fine balance between transit time requirements, linehaul service performance and cost management targets.

- Coordinate cargo space bookings and flight scheduling in accordance with the needs and requirements of local and regional accounts.

- Forecast shipment volumes.

- Make contingency plans and decisions to maintain uninterrupted service when needed.

- Handle large airfreight quotations and movement

Reporting and Policy Development

- Maintain and manage cost and performance statistics ensuring all reports are on time as per agreed deadlines.

- Responsible for DG policy and handling.

Cost Management

- Establish the most profitable contract with 3rd party vendors.

- Evaluate CPK trends and maintain CPK target agreed with RO AVI

- Analyse cost trend on road transportation and CAL CPK then, take corrective action to maintain agreed cost expenditure in accordance with AOP

Transportation Staff Management/Training

- Ensure transportation performance to improve RFU/RDD

- Organise resource allocation in accordance with agreed shuttle routing/schedule

- Provide periodical/ad-hoc training to ensure daily activities within DHL Operations Guideline

Ground Handling Process Management

- Manage/Monitor performance in accordance with agreed SLA

- Identify service improvement/cost management opportunity and allocate resource properly in cooperation with relative parties.

People Management

- 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.

- Consult 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.

YOUR PROFILE:

• Bachelor's Degree
• Minimum 2 years of experience in operations or customer service management, preferably within the transportation or logistics industry
• Software skills (Word, Excel, PowerPoint, etc.)
• Fluent English skills (spoken and written)
• Communication skills
• Good planning and organizational skills
• Strong decision-making ability
• Customer-oriented mindset

OUR OFFER:

• Multifarious benefit programs.
• Strong career support & lots of opportunities in an international environment.
• Training: both online and offline with Global DHL Standards.
• Coaching & Feedback culture allows you to advance further in short-term and long-term development goals.
• Working together based on DHL values of “Respect and Results”.
• Diverse engagement activities under “Best Day Everyday” – our Health & Well-being program.
• Employee hobby clubs, sports championships.

Do you see a personal challenge in these versatile and responsible tasks? Then apply now! We look forward to receiving your application!