Head of Performance Excellence, Service Quality, First Choice and ICCC, APEC

At DHL people mean the world to us. Thats why our goal has always been to attract and retain the best talent in the world. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business and together we share the pride of building THE logistics company for the world.

We are currently looking for passionate professional to join our Regional Customer Services team. Join us and bring your expertise on board!

As the Head of Performance Excellence Service Quality First Choice and ICCC APEC your role purpose is:

• To provide functional leadership in the areas of performance excellence service quality First Choice and ICCC and for driving DHL Groups strategic approach in integrating the voice of our customers into quality initiatives through establishing driving leading and executing sustainable & continuous improvement programs across all APEC countries to deliver Excellence for our customers and balance our cost to serve.
• To develop lead manage and ensure successful implementation of strategically aligned customer service and service quality improvement initiatives (productivity and quality) and benchmarking/improving customer service efficiency to achieve appropriate premium standing within the industry and set DHL Group in a strategically superior position vs the competition.
• To contribute in the general business planning surrounding customer satisfaction/experience to ensure best-in-class service quality is delivered to DHL customers at every CS and other transactions along the customers journey in tandem with global business imperatives strategic plans and in alignment with the Companys vision and Focus.
• To provide field support and to institutionalize a continuous and sustainable improvement process adapting First Choice philosophy and methodology to drive all countries to excel and achieve best in class performance standards through consistent focus on KPIs / quality and revenue achievements with regular reviews on service excellence revenue generation and customer experience etc. at country level. Identify and roll-out good practices with the highest quality standards incorporated support country business imperatives and plans in alignment with DHLs global / regional strategy for the development and delivery of distinctive customer service / experience in APEC countries.
• To establish manage and execute the customer service Centre of Excellence (COE) program that aligns with DHLs Global Customer Service direction and improve customers experience through vital customer touch parallel lead and roll out First Choice/ICCC reviews to assess the level of maturity of FC/ICCC in the countries oversee the quality in managing service improvement and support needed from the regional and global teams.
• To outline lead and oversee the strategy planning and execution of the organizations overall customer experience goals; liaise with other functional heads to ensure all other teams contribute towards providing customers with a seamless experience across touchpoints during the customer journey with us to drive and achieve excellent customer satisfaction ICCC scores NPS customer retention new business growth and profitable turnovers etc.

• To build and upskill talent pool of First Choice experts in countries to champion continous improvemet projects identify enhancement opportunities define scopes objectives and deliverable prioritize initiatives ensure completion of projects validate impact of improvements and secure successful opportunity realization etc.

Key tasks include:

• Develop lead and drive service quality programs to further enhance customer experience and collaborate with other heads in the team in identifying developing and implementing programs.
• Manage all CS quality performance and revenue related KPI targets in countries through effective management of the Customer Service function.
• Drive Countries performance against agreed targets and ensure that accurate reports/data are consistently analysed to identify opportunities for improvement for action and provide appropriate guidelines and recommendation to Countries as well as identify good practices to faciliate network learning.
• Manage and support deployment activities to meet agreed timelines and achieve business objectives.
• Act as the catalyst and focal contact point for customer service coordinating and facilitating customers service-related matters to ensure issues and concerns are reflected at the regional level and initiatives and projects are completed on time and have achieved targeted goals.
• Conduct Centre Of Excellence accreditation / Customer Service Reviews to identify strengths good practices and areas for performance improvements to drive service excellence customer experience and productivity improvements revenue generation and cost saving opportunities in countries.
• Conduct / facilitate the post-implementation reviews to assess the success of the initiatives and or projects and are in line with global / regional guidelines.
• Manage contact centre / customer care / key accounts / CS development efficiently and effectively with excellent service quality in order to meet customers expectations proactively via different customer channels whilst adhering to stipulated service level agreements.
• Develop and deploy creative service recovery initiatives to restore confidence in the event of service failure and trace management. Also to manage the escalations - second level at APEC RO.
• Coordinate with country Customer Service teams and key stakeholders to deliver Digi programs.
• Collaborate with countries to identify and implement digitalization programs including Robotic Process Automation (RPAs) to achieve the agreed target and to enhance customer and employee experiences and improve operational efficiency.
• Work with other heads in the team and country CS to identify and prioritize RPA ideas/initiatives to sustain a healthy opportunity pipeline.
• Provide countries and management with deployment status reports KPI reports performance reports and other required information to demonstrate status of deployed / implemented / on-going initiatives to create a learning and information sharing environment so that initiatives services solutions and particularly good business practices can be shared and reused across the region.
• Provide consultancy to countries and facilitate other initiatives at a regional area and country level.
• Responsible for the ICCC drive and ensure customer service works in collaboration with all other business functions identify synergies in consistently delivering great end-to-end customer experience across channels and touchpoints / moments of truth in the customer journey.
• Secure employee commitment for pro-active change management and conduct change management activities to support process improvements.
• Drive the DMAIC methodology & LEAN thinking into the business through standards guidance and training.
• Strengthen and upskill First Choice & ICCC community through certification / facilitations / coaching / knowledge exchange etc.
• Collaborate and facilitate countries to maintain sufficient level of experts with First Choice certification and apply the knowledge for service improvement effectively and efficiently to enhance customer experience and achieve business desired results.
• Conduct First Choice & ICCC Country Review to evaluate effectiveness of countries initiatives for process improvement enhance customer experience identify top and bottom topics of customers and actions to address customers concerns.
• Represent APEC and contribute in the First Choice / ICCC Global Community Meeting engage country teams for Change Request in enhancing the workflow and capabilities of ICCC and other related system applicatons.
• Monitor ICCC tracker scores and work with countries for service improvement to maintain a distinct gap and lead the competition.
• Advocate for change in other departments ways of working and cross functionally collaborate with teams to implement a change if required for the improvement of overall customer experience.
• Act as custodian of Customer Service data and integrity through the provision of Quality data to customers and other departments.
• Define medium and long-term plans for performance improvement.

Requirements:

• Tertiary Education; Master in Business is preferred
• At least 10 years of experience in Customer Service / Customer Experience in the express/logistics industry or with similar business experience and with at least 8 years in a management role.
• Experience in a quality assurance / analytical role.
• Experience in managing Customer Service in a large country.
• Experience in a regional role would be advantageous.
• Experience in developing a team in cross-cultural multi-geographical locations environment.
• Must be able to show successful project management experience.
• First Choice at Champion Gold level or above would be an advantage.
• COPC registered coordinator certification with experience leading a centre through COPC certification and strong knowledge in Six Sigma would be an advantage.

Location: Singapore