Senior Manager Client Support Services, Service Logistics APAC

Singapur DHL Supply Chain req77458 05/09/2019
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In this role, the key responsibilities are as follows:

Business Performance Support & Business Leads Generation

• Generate new business leads to Account Managers (e.g. up-selling or cross-selling)
• Contribute to revenue through commercialization of Client Support Services
• Facilitate a unified network  and integrated solution proposition during the pre-sales phase
• Support profitability management and planning & forecasting in collaboration with Account Management team
• Work with respective Account Managers to shorten Day Sales Oustanding (DSO)

Relationship Management

• Act as the Single Point Of Contact to the assigned Service Logistics network customer
• Lead Business Reviews with customers for business continuity and sustainable partnership
• Facilitate alignment between customer’s and DHL’s strategic plans and enhances partnership
• Work with respective Account Managers to ensure execution of Account Plans

Performance Management

• Align country’s operations performance with global/regional goals
• Ensure consistency and service quality in collaborations with Network Operations
• Govern customer Change Requests to ensure scope management & cost recovery
• Manage customer escalations and drive recovery plans
• Establish and lead account community  on a regular basis to deliver operations excellence (share BDP, cross pollination etc)

Continuous Improvement

• Facilitate continuous improvement programs in various aspects – operations, systems, financial audits in collaborations with Network Operations 
• Share best practices across countries and accounts
• Supports process standardization to attain an operating standard model
• Track and monitor cost savings in collaboration with Network Operations

Account Management

•Grow Service Logistics share of wallet for existing customers in the region, focusing on regional account plans, commercial ownership of accounts and regional proposals (RFQ, renewal, commercial CRF) ownership
•Ensure overall commercial ownership of Service Logistics account in the region (incl. regional management of Global account)
•Develop pro-active business retention and growth plans that protect/enhance margins and are aligned with key internal stakeholder strategies.
•Accountable for tracking and managing account profitability in line and direct contact with Finance (e.g. DSO issues). Identifies root causes to take direct actions and/or liaise & track other functions to solve account profitability issues 
• Contributes to product development by generating ideas and providing commercial expertise during the process 
• Continuously review business potential and identify potential business opportunities throughout the customer organization

People Management

• Provide mentorship to a team of Client Support Services Managers, Assistant Managers, Analysts
• Act as the next escalation point for customer-related issues and guide Client Support Services Managers / Assistant Managers / Analyst in issues resolution
• Provide on-job-training / coaching / knowledge sharing to team members
• Assess workload allocation; re-shuffle workload according to needs
• Identify direct reports' training needs, mentor where appropriate.


To be successful in this role, we are looking for the following experience and competencies: 

• Solid experience in Supply Chain/ Logistics, or Distribution in an MNC environment
• Strong customer and stakeholder management skills
• Excellent knowledge and understanding of the principles of supply chain management
• Strong communications skills and ability to influence without direct authority are essential in a dynamic, diversified and complex matrix environment
• Well developed leadership and people management skills; ability to lead and inspire teams to accomplish objectives
• Strong analytical and problem solving skills; both short-term/tactical and long-term/strategic
• Well-structured, change oriented and results focused
• Internationally orientated executive
•Willingness to travel

Zahlen und Fakten

  • Geschäftsbereich

    DHL Supply Chain Regional Office Singapore

  • Reisetätigkeit erforderlich

    Below 50%

  • Beschäftigungsart

    Permanent Full-Time

  • Arbeitserlaubnis erforderlich

    Yes

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