RCC Programme Manager

DGF Role Profile

Role Title Regional Program meme Manager

Business Unit DHL Global Forwarding Europe

Location Ireland

Scope of Role

The overall purpose of the role is to drive service excellence across the customer account by

• Creating and managing the programmes to deliver service quality improvement activities.
• Creating and managing timely, accurate and insightful performance reporting data.
• Collaborate with all key stakeholders to meet complex service agreements, to drive KPI compliance and to act when the operation is not performing.

Reports to RCC PM Manager

Days & Hours of Work Mon-Fri: 08-00 – 16:30, or such hours as deemed necessary to fulfill the requirements of the role.

Travel Minimum 10% requirement

• Manage the overall scope of the customer programmes and drive a global approach where appropriate.
• Develop a deep understanding of customers business and gain customer trust & respect through the development of relationships with key contacts.
• Exhibit strong leadership in managing the customer strategic relationship in the regions. Collaborate & obtain buy-in to meet the customer’s expectations.
• Drive process excellence and continuous improvements activities in a structured way
• Overall responsibility for KPI integrity and reporting at regional level.
• Manage and communicate the activities around definitions, contractual obligations, business rules, prioritization and projects.
• Continually and proactively identify and co-ordinate implementation of improvements to improve customer satisfaction
• Engage in root cause analysis for recurring operational / tactical challenges. Support the identification and resolution of systemic/chronic problems impacting service in conjunction with the countries and regional functions.
• Prepare, conduct and follow up on the customer business review meetings. Proactively conduct strategic account reviews.
• Provide escalation management and support internal/external stakeholder communications.
• Support the Customer’s account team in regard to new implementations, programme documentation, customer escalations.
• Track, report and drive progress on customer initiatives

• Develop deep understanding of the contractual commitments & complex service agreements.
• Responsible for the various operational reporting activities (performance & dashboard reporting, uplift reporting, system updates, KPI compliance etc)
• Manage the KPI Programme, monitor service reliability and drive compliance to it across the various DGF products & stations.
• Use of analytics to demonstrate areas for continuous improvements to strengthen the value proposition.

• Identify & initiate Corrective Actions as required.
• Drive continuous improvements and process improvements to ensure service exceeds agreed KPIs.
• Regularly report on initiatives (including cost saving initiatives) and continuous improvements & quantify the value that we deliver through them.
• Escalation management (handles escalations or escalates further as required)

• Conduct the various DGF internal review meetings (e.g. performance monitoring & review calls, performance improvement planning & monitoring, SOP adherence & improvement, knowledge sharing, roll out of new initiatives etc)
• Build a sense of team across the various supporting functions & ensure teams develop a deep understanding of the customer requirements & needs.

• Prepare, facilitate and follow up on the customer business reviews.
• Lead and/or support the weekly & monthly performance reviews (prepare the data, deliver the results and identify the improvement opportunities)

• Support co-ordination of IT projects
• Support Account Mapping activities to the various systems
• DHLi, FRP or other system set up.

• Support the DGF RFQ process as required.
• Support Master Account Management activities
• Ensure business translation of the Internal Pricing Templates and delivery of accurate performance measurement via Service Level compliance.

• Lead any ad-hoc projects (IT…