Job Description

\\Job Title \xe2\x80\x93 CUSTOMER SERVICE DEVELOPMENT MANAGERIntroductionDHLis a leading global brand in the logistics industry.DHL\xe2\x80\x99s family of divisions offers an unrivalled portfolio of logistics services, ranging from national and international parcel delivery, international express, road, air and ocean transport, to industrial supply chain management. With its unrivalled presence in developing markets,DHLis decisively positioned as \xe2\x80\x9cTHE logistics company for the world\xe2\x80\x9d.DHL Express is a company that pioneered cross-border express delivery in 1969 & now is active in more than 220 countries and territories worldwide. We connect people and improve their lives. And we do it by being uncompromisingly customer-centric and delivering excellence day in and day out. By bringing people together and making life simpler \xe2\x80\x93 for our customers, our employees, our investors, and our society \xe2\x80\x93 we help make the world a better place.Role DescriptorDHL Express is looking for a Customer Service Development Manager to join and lead our team. The Manager will be responsible for driving and facilitating the achievement of service excellence via the adoption of best demonstrated practices through improvement programmes (such as CSS, MRM and MSP) and identify process gaps to create a more seamless department whilst managing counselling and coaching activities aimed at reinforcing strengths and bridging weaknesses in the different sections of the CS Dept.Role Details\xc2\xb7 Role title : Customer Service Development Manager\xc2\xb7 Corporate/Business : DHL Express\xc2\xb7 Department/Function : Customer Service\xc2\xb7 Job family : EXP IN CS Development\xc2\xb7 Reports to : Vice President \xe2\x80\x93 Customer ServiceScope of role\xc2\xb7 Budgeted T/O in M or BN \xe2\x82\xac [AOP 2024]: \xe2\x82\xac 704 Million\xc2\xb7 Expected profit of business in M or BN\xe2\x82\xac [AOP 2024]: \xe2\x82\xac 59 Million\xc2\xb7 Number of countries covered [2024]: India\xc2\xb7 No. Of FTEs [2024]: 10o 5 Direct reports: 1 Lead Training Manager, 1 Quality Assurance Manager, 2 Customer Service Analysts, 1 Resource Plannero 5 Indirect Reports (3 Training Managers + 2 Quality Assurance Specialists)Key ResponsibilitiesHe/she will have to perform the following key activities:\xc2\xb7 Customer Service Management (CS Section Managers):o Ensure relevant skills and competencies in each customer service section are current and CS personnel are effectively trained to an acceptable standard to achieve service excellence by conducting skills verification (tests) when required to validate service standards.o Work with the CS Section managers to provide coaching and training to customer service staff with the objective of upgrading their skills level.o Assist the CS Section managers in the administration and monitoring of the quality auditing function of team leaders to ensure the achievement and maintenance of service quality objectives.o Work closely with the CS Manager and CS Section managers on career progression planning for CS personnel.\xc2\xb7 Regional Office and Sub function Managers:o Work closely with RO\xe2\x80\x99s CS Development & Support Manager to implement regionally driven projects and initiatives in the country and identify areas or processes for service improvement and recommend specific CS-related improvement actions.o Collaborate with RO to deploy a Mystery Shopper programme to drive Service Excellence based on independent assessments of service quality and benchmark against competitor performance in areas of the service delivery.o Ensure the analysis of service incidents and failures is carried out to surface trends in service gaps and process weaknesses in the Customer Service Dept. or other interfacing functional departments (e.g. Hub, Gateway, Network, Contractors, etc.) that may impact service excellence.o Work closely with CS Functional managers and supervisors to define post-training evaluation and coaching techniques to gauge training effectiveness, recommend changes where appropriate and identify strengths for reinforcement and weaknesses for further training.\xc2\xb7 HR R&D Manager:o Work with HR T&D Manager to ensure appropriate external programs are planned.\xc2\xb7 Training & Development Function:o Conduct skills verification (tests) to ensure that relevant CS skills and competencies are current and effectively trained.o Plan, design and develop training programs and materials (including Train-the-Trainer Training for CS Managers/Supervisors) or source external training to support outstanding Customer Service standards.o Ensure post-implementation review of processes and analysis of data is carried out to gauge \xe2\x80\x93 where applicable and feasible \xe2\x80\x93 the effectiveness of implemented programs.o Develop appropriate performance metrics for the evaluation of customer contact skills and competencies, which will facilitate the identification of CS-related training needs gaps.o Develop, maintain and update a comprehensive and effective internal training programme aligned to the CS department\xe2\x80\x99s and company\xe2\x80\x99s training objectives.o Lead and provide clear objectives for the CS analyst in assigned tasks to facilitate the achievement of CSD departmental goals.o Evaluate external training consultants on appropriate training for CS staffo Perform scheduled call monitoring and service audits to (via various contact media in the Customer Contact Centre) that CS personnel are continually working towards delighting customers through consistent and excellent service standards.o Coordinate and roll-out a specified number of CS Frontline Training for new recruits yearly.\xc2\xb7 Quality, Strategic Planning and Budget Compliance:o Prepare the CS Training and Development Plan per AOP requirements and ensure the training and development needs of CS personnel reflect business imperatives.o Ensure that budgeted training man-days are met in accordance with overall organization plan and schedule.o Identify benchmarking exercises against competitor / cross-industry / network customer contact Centres for CS Analyst to carry out such exercises to surface best demonstrated practices and explore the viability of implementing these with a cost-benefit analysis and a business case justification.o Implementation of corrective and preventive actions to pre-empt recurrence in line with the focus on achievement of service excellence to customers.o Provide leadership of CS Quality Assurance initiatives to enhance customer experienceo Additional responsibilities include ICCC+ and ISO Audit in CS for the organizationo Review opportunities for improvement and process changes to enhance Quality\xc2\xb7 Information Management:o Guide on the construction of a database on employee training for the CS department and ensure that training records are maintained and updated promptly with a monthly summary report submitted to the CS Manager.o Ensure that CS Analyst maintain and update documented work procedures and instructions to reflect the latest and accurate information and that current practice reflect specified procedures.\xc2\xb7 Develop a high performance service culture within the customer service department.\xc2\xb7 Plan, organize and direct an efficient and effective team of customer service professionals.\xc2\xb7 Monitor individual performance. Conduct performance appraisal.\xc2\xb7 Manage the allocation of appropriate resources and commitment of staff to the achievement of Global, Regional and Country objectives and targets.\xc2\xb7 Identify training needs and opportunities to develop a highly skilled customer service department.Skills Required\xc2\xb7 Presentation skills (excellent)\xc2\xb7 Facilitation and training skills (excellent)\xc2\xb7 Customer-facing and interaction skills (excellent)\xc2\xb7 Software skills (Word, Excel, PowerPoint, etc.) (excellent)\xc2\xb7 Software skills (Customer Contact Centre systems, e.g. ACD, PABX, CRM, CTI, IVR, Workforce Management Systems, Quality Monitoring Systems, etc.) (good working knowledge)\xc2\xb7 Software skills (DHL Systems) (preferable)\xc2\xb7 Communication skills, spoken and written (excellent)\xc2\xb7 Negotiation and interpersonal skills (excellent)\xc2\xb7 Leadership skills (excellent)\xc2\xb7 Analytical, organizational and motivational skills (excellent)\xc2\xb7 Project Management skills (excellent)\xc2\xb7 People Management skills (excellent)Profile Requirements(Experience/Certifications/Qualifications/Licenses)\xc2\xb7 5 years\xe2\x80\x99 experience in a related capacity or a development role within Customer Service or a Customer Service related function.\xc2\xb7 2 years\xe2\x80\x99 experience in a leadership capacity.\xc2\xb7 Experience in development of training materials and delivery of training.\xc2\xb7 Experience in CS operations and environment, with emphasis on Quality, Revenue Generation, Digitalization & People management activities.\xc2\xb7 Experience in the Air Express Industry, and experience in Customer Service. (preferable)\xc2\xb7 Degree (Preferable) or equivalent.Profile Requirements(Experience/Certifications/Qualifications/Licenses)\xc2\xb7 5 years\xe2\x80\x99 experience in a related capacity or a development role within Customer Service or a Customer Service related function.\xc2\xb7 2 years\xe2\x80\x99 experience in a leadership capacity.\xc2\xb7 Experience in development of training materials and delivery of training.\xc2\xb7 Experience in CS operations and environment, with emphasis on Quality, Revenue Generation, Digitalization & People management activities.\xc2\xb7 Experience in the Air Express Industry, and experience in Customer Service. (preferable)\xc2\xb7 Degree (Preferable) or equivalent.

DHL