Job Specification (Main Purpose of This Role):
This service aims to ensure efficiency and contract adherence in terms of client relations, operational performance, commercial and financial performance, people management and development and continual improvement initiatives. The role needs to ensure operations are managed in accordance with the DSV standards and policies and procedures and also have to ensure that the DSV strategy, goals and initiatives are cascaded down through the organization into the various Operations
Duties and Responsibilities:
Transport and Warehousing:
Full accountability and leadership on all aspects of Inbound Contract
Accountable for all initiatives on an operational level for client and DSV Road, including business extension
Drive the financial profitability
Driving client SOW compliance and day to day Client relationship on KPI’s
Compliance of sites to DSV standards:
SHERQ – achieve minimum requirements
Implement and maintain Quality Management System at all sites
Compliance and maintain DSV fleet standards and image
Retain and grow business within Client portfolio
Unlock synergies within operations to improve competitiveness of DSV Road with Client Team.
Ensuring client’s needs and expectations are consistently met within scope of the SOW.
Client interaction and issue resolution to ensure client satisfaction
Commercial / Financial:
Thorough understanding and application of contract and service level agreement to achieve account stability and
Claims resolution, investigate and understand claim details per incident, report internally and negotiate and process
compensation when valid
Actively managing daily operational performance to consistently achieve performance metric targets
Delivering on client and internal CIP requirements and driving lean culture
Internal stakeholder communication management, ensure agreed to meetings, conference calls and forums are
planned and conducted internal as agreed to by all stakeholders, this is an ongoing requirement.
Customer dissatisfaction process, analyze failures with regards to deliveries, client complaints, damages etc to
determine root cause and corrective actions.
Firm and consistent approach to ongoing performance measurement and management of team
Resolution of all IR issues in conjunction with HRM
Coaching and mentoring of team to achieve client objectives.
IDP and succession plans in place
Drive training interventions to close skills gaps in operations
Daily, Weekly and Monthly KPI dashboard consolidation and reporting, root cause analysis and corrective action
implementation and tracking
Additional Job Information:
Sound decision maker
Assertive and sound negotiator at all levels
Understanding of business principles
Well-developed communication skills
Ability to pull people together to achieve a common target (leadership)