Role Context

Responsible to supervise the Operations SVC shifts to ensure that the inbound or outbound material is delivered or collected and processed according to network standards. Also ensure that the GIMS and Global SOP procedures are followed consistently. Manage the station in the absence of the Operations Manager from time to time.

Key responsibilities

• Responsible road operations from the stations to gateway and vice versa
• Ensure that all schedules are adhered to in accordance with network and station requirements and continuously monitored
• Ensure that NMIV is updated within 15 minutes on arrival or departure
• To develop contingency plans for existing and future routes to ensure that in case of emergency a minimum level of service can be provided
• Ensure key risks are identified, communicated, understood, evaluated, prioritises and acted upon
• Ensure that any risks are communicated to management and security
• This process must be ongoing, thorough and highly visible to key stakeholders

• Deliver outstanding leadership and motivation through:
  • Appraisals
  • One on One’s
  • Coaching
• Manage inbound and outbound, domestic and international sorting and bagging, ensuring these processes are executed safely, timely, accurately and in conformance with civil aviation, safety, airport and internal DHL security regulations
• Ensure that no prohibited or restricted goods are presented for transport without prior arrangement and authorisation
• Ensure all necessary paperwork and information is accurately provided
• Ensure that all bags / containers presented are sound for transport and clearly and correctly identified / labelled
• Ensure that handling unit ID and checkpoint information is created / captured accurately and timely, and is made available to the network
• Ensure that all inbound shipments are scanned according to the checkpoint business reference guide and processed accurately and timeously
• Supervise the sorting into the correct courier routes, and scanning of facility checkpoints
• Scan any Missorts immediately and prepare and process for soonest possible transfer back to the Gateway
• Update NMIV within 15 minutes on arrival and departure of Trunker movement
• Check all on hold cages (COD & AD) to ensure any shipments that should go out on next delivery cycle are sorted to the various routes. Ensure that shipments are scanned out of HIC where necessary
• Try to resolve any Bad Address shipments before the couriers leave for the next delivery cycle to ensure the best RDD performance
• Ensure that any “red dollar” sign shipments are scanned HP and then into the appropriate HIC inventory location
• Ensure that any shipments that do not go out on delivery receive the appropriate Incident checkpoint (HP, BA, AD, OH – missing pieces)

• Monitor delivery performance by ensuring that all couriers leave on time and constant checking of route performance through appropriate DHL systems
• Ensure that checks are done when the couriers return to confirm that all collections were made by using appropriate Debrief program/system
• Responsible for arranging for all shipments received by reception to be processed
• Oversee the outbound processing procedures and assist where necessary
• Ensure that all On Route Undeliverables (ORU’s) are scanned into HIC or get CI checkpoint if it will go out on delivery the next day
• Ensure that security and dangerous goods checks are properly carried out and holding back any shipments that do not conform to requirements
• Ensure that any Denied Parties flagged shipments are placed On Hold and receive the appropriate checkpoint
• Ensure that all High Value & DA65 shipments are segregated and labelled according to specific requirements. Such shipments are to be pre-alerted to the Gateway Management and must receive an ST checkpoint with relevant comment
• Process all outbound material, meeting the relevant cut off times as agreed with the Gateway
• Check if all outbound shipments have received the appropriate checkpoints (RW, PL, IA, CI or ST)
• Process all material as per the Global SOP standards
• Check appropriate reports using DHL systems (Advance QCC, eCase)
• Responsible to liaise with the Security and Risk manager to ensure a secure environment for staff, visitors, shipments, customers, assets, facilities and information
• Ensure that all staff are using their own LDAP login and alarm system codes
• Ensure that any security incidents are reported to management and security manager immediately
• Ensure that all staff and people entering the station have valid DHL ID cards displayed and visitors are accompanied by security
• Manage the accurate and timely capture of information (primarily shipment and checkpoint information and images) and make available to the network, customs, and other entities with information as required
• Ensure Operations Performance is immediately advised of all and any pertinent information where service is impacted
• Ensure key performance indicators, targets, progress against targets are consistently visible to the business unit and the wider business
• Provide weekly feedback on Operation KPI’s and provide action plans to improve
• Manage productivity through managing SPORH ensuring an optimum and cost effective operations
• Manage performance using the operations scorecard, other KPI and work in conjunction with the Operations Performance team and other operations units to drive performance
• Managing eCases and monitoring Advance QCC and providing feedback to the QCC team on any “red” shipments
• Responsible to integrate quality into the business by ensuring that every customer contact is a demonstration of absolute dedication towards providing first time ideal solutions for the satisfaction of customer’s immediate and future needs
• Responsible to implement Global Integrated Management System (GIMS) – ISO and Global SOP standards and procedures at all times
• Conduct Self-Audits
• Update any GRID items where non-compliance has been identified and ensure that the gaps remain closed
• Responsible to follow Global SOP at all times
• Assist management with daily tasks as required on Ad-Hoc basis
• Manage stationary stock levels and ensure that it is issued to couriers as per their requirements
• Ensure vehicles and couriers are always representing the DHL Brand
• Check noticeboards to ensure they are updated and neat and tidy
• Ensure the Health & Safety policies and procedures are adhered to as prescribed by the OSHACT
• Report any broken/faulty equipment and any building maintenance requirements to management immediately

Minimum Requirements

Education & Experience

• Matric / Equivalent
• Valid driver’s licence (code 8) – 2 years
• PC Literacy (MS Office)
• Excellent Written & Verbal Communication skills
• CIM 1 advantageous
• CIM Supervisory advantageous
• Valid Cat 6 Dangerous Goods certificate
• Good knowledge of DHL Operations systems
• Minimum 1 year DHL Team leader & Operations experience
• Proven track record of managing risk
• Proven track record of driving performance through performance management frameworks
• Proven track record of serving internal and external customers & managing teams
• Excellent Written & Verbal Communication skills
• Operational Knowledge of Operations Scorecard and Global SOP
• Good working knowledge of OHASA & Global SOP

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Service Center Operations Supervisor at DHL