Overall Role Purpose

Supervise Performance Analysts delivering analytical expertise and reporting services to key operations performance indicators in order to identify opportunities to improve service quality and drive down costs.

Key activities

Customers

• Co-ordination, discussion and communication.
• Provide high quality services and maintain performance on all levels of operation activities in order to meet all of the customers’ needs.

Duty Manager

• Assist to ensure delivery of performance and set targets.
• Problem shooting and improvement

Performance Analysts

• Daily working process review and discussions.
• Performance dialogues
• People management

Supervision of Performance Analysts

• Organise appropriate shifts and resolve levels to meet business requirements.
• Understand the prioritisations and assign tasks correctly and in a timely manner, giving clear instructions to the Performance Analysts.
• Monitor operational performance and complete all required reports.
• Submit monthly reports and establish action plans and improvement areas for forthcoming month.
• Conduct regular meetings to resolve issues, ensuring that there is development of the team.

Managers and supervisors who supervise staff are responsible for their health and safety.

• Managers and Supervisors are responsible for ensuring:
• Lead a proactive safety culture
• Adherence to all return to work plan recommendation
• As far as reasonably practicable the health & safety and welfare of workers under their direction or control.
• As far as reasonably practicable the health and safety of others who may be present in the workplace such as customers, visitors, and clients.
• That all regulations, procedures and safe work practices are enforced and followed at all times.
• That workers have relevant information, instruction and training and assessment to enable them to complete the planned activities in a safe manner
• Implement and monitor compliance of workplace health and safety policies, procedures and safety rules in their area of control
• Provide adequate supervision
• Employees under your area of responsibility participate in work health and safety training programs as directed by DHL
• Encouragement of appropriate attitudes towards work health and safety

People - Management

• Clearly define department roles, responsibility and performance targets for the function.
• Plan, organise and direct an efficient and effective function.
• Develop a culture of quality, service excellence, flexibility and cost consciousness.
• Develop a team spirit, ‘As One’ culture, with cross utilisation and multitasking capabilities within the team.
• Manage the allocation of appropriate resources and commitment of staff to the achievement of Global, Regional and Country objectives and targets.
• Develop IKOs/KPIs with team members and monitor individual performance, including coaching and conduct performance appraisals.
• Identify training needs and opportunities to develop a highly skilled functional department.

• Communication skills (English), spoken and written Software skills (Word, Excel, Powerpoint, etc.
• Good analytical skills.
• Good geographical knowledge.
• 2-3 years operations experience, preferably within transportation or logistics industry
• Diploma or above.

• Analytical Applications
• Performance Centre
• quality