Senior Manager Performance Excellence, Customer Service, MENA

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.

able to connect people and improve lives through the power of global trade. And not just for our customers, but for every member of our team too. To learn more about our culture, motivated people and our purpose, please visitwww.dpdhl.jobs/express

Do you want to make a difference? Then come to our "Insanely Customer Centric" Team and become a Certified International Specialist!

Overall, Role Purpose Senior Manager Performance Excellence is accountable for performance, reporting, analytics and staff development within the CS function across the region ensuring the CS function in MENA is delivering best-in-class customer experience, reporting to VP Customer Service – MENA.

Your Tasks:

Global Customer Service:

• Work closely with the Global/Regional/ Country CS Heads and the other managers in the team in identifying, developing and supporting ongoing customer service function activities, in line with corporate, global and regional business goals and objectives.

• Identify BDPs for sharing as well as opportunities for improvement for action and provide appropriate guidelines and recommendations to regions/countries relating to performance and customer experience.

CS Performance Excellence:

• Work closely with the CS team to design and implement world-class service quality initiatives

• Taking an outside-in approach, leverage data and actionable insights to build our programs around our customers

• Leveraging technology, digitalization initiatives redefining or eliminating manual and redundant business processes.

• Work closely with CS teams to set KPIs standards, monitor and report performance, analysis and highlight actionable recommendations to countries.

• Provide direction to the learning and development of the CS curriculum. Partner with Global CS and other teams to adopt digitalization in selection, onboarding, learning, coaching/feedback and ongoing development.

• Responsible for CS development initiatives, including but not limited to delivering CIS training, and/or other projects/initiatives that support employee development.

• Identify country/regional performance improvement opportunities and work closely with the countries/regional/global teams to maintain/improve the performance of KPIs and other attributes.

• Lead and manage the day-to-day management in the delivery of the program's/projects/ provide the expertise to review and make recommendations on all aspects of the project

Finance and Projects:

• Drive cost & productivity management from a regional and country perspective based on overall business direction (e.g. best in class sizing and productivity goals).

Driving Customer Service Excellence:

• Lead and drive customer satisfaction by providing best-in-class standards with a view towards establishing and maintaining a competitive advantage.

• Continuously drive quality improvement by providing support with required tools, systems and processes to coordinate customer feedback through various tools e.g ICCC+, Customer Interaction Study and other forms of customer insights/feedback.

Maximizing Revenue Generating Opportunities:

• Identify and promote areas with potential for revenue generation to cross-sell and upsell services.

Your Profile:

• University degree. MBA is a plus

• Communication skills, spoken & written (excellent)

• Proficiency in data visualization tools (Tableau, PowerBI..etc)

• Advanced data analysis skills

• Ability to translate complex data sets into visually appealing and informative visualizations

• Excellent communication skills to effectively present data visualizations and insights

• Strong collaboration and teamwork skills

• Software skills (Word, Excel, PowerPoint & Visio) - (excellent)

• Knowledge/Experience in Business Process Model and Notation (BPMN) Systems

• Advanced English written and spoken; Arabic is a Plus.

• Being results-oriented.

• Delivers effective communication both verbally & written, Facilitation Skills & Integrate Findings

• Establishes clear, challenging and achievable objectives.

• Champions continuous improvement and innovation

• Act as a subject matter expert/thought leader in the area of processes in Customer Service.

• Lead, sponsors or reinforces best-in-class practices, ensuring they are used across the customer service function.

Our Offer:

• Strong career support in an international environment.

• Great culture and colleagues.

• Multifarious benefit programm.