Job Description - Sr. Manager - Service Centre Operations (240044H)
What makes DHL great? Our People! We know each employee's individual contributions make us the #1 Express Delivery and Logistics Company in the world.
DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our corporate culture is about personal commitment – to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. In addition to competitive compensation packages, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives.
Start YOUR career with DHL today…
DHL Express currently has an opening for a Senior Operations Manager in Toronto, Ontario.
This is a key role in the Ontario Operations leadership team and the job holder is responsible for all Service Centre (SVC) Operations of the YTZ facility, leading a team of approximately 300 International Specialists. YTZ is one of the largest SVCs in DHL Canada dispatching over 100 PUD routes and completing an average of >6000 PUD stops on a daily basis. The role is also responsible for the line management of the DHL Retail function across multiple sites in Toronto.
How will you contribute to the success of DHL?
- Establish superior customer service performance indicators and meet/exceed standards for on-time delivery, tracing, dispatch & claims, including missed pick-ups; scanning compliance; and overall service quality.
- Responsibility for the cost optimization of the YTZ SVC operation
- Manage employee/labour relations through appropriate application of Collective Agreement.
- Manage all local Human Resources issues in alignment with Human Resources team.
- Ensure successful implementation, continued application and maintenance of Track and Trace technology including scanning compliance - P & D; on-hand; linking multi-piece shipments; transfer to agents.
- Monitor & improve EBIT through profitable revenue growth, management of P.U.D. costs, handling; and on-time data entry.
- Assist in the development of the long- & short-range service center objectives and plans for attainment.
- Prepare service center profit plan and submit for approval and execution.
- Identify & track route service standards and adjust operation as required, i.e., driver cost/shipment., stops/hour, driver load & departure times.
- Organize, assign responsibility, and develop, through training & counseling, competent branch staff, providing opportunities for growth and promotion.
- Provide leadership, through appropriate decision-making, communication, and motivation, to get service centre management and staff to effectively perform their duties and provide qualified people for advancement.
- Ensure staff compliance with established Company standards, policies, and procedures,
i.e., workplace conduct, Occupational Health & Safety, Transport of Dangerous Goods, and WCB. - Keep informed on general business conditions and activities of current and potential competitors.
- Process branch paperwork and prepare required reports & statistics.
- Manage special projects as agreed with the Area Operations Director and / or Vice President of Operations.
- Where applicable and as required, travel to and manage of outlying depots.
- Achievement of area branch track & trace targets.
Qualifications - Internal
Do you have what it takes?
- Excellent interpersonal skills.
- Proven experience and success in leadership positions.
- Demonstrated general accounting, finance & administration experience.
- Demonstrated ability to successfully manage multiple tasks/priorities.
- Implemented measurements & strategies to attain goals within time constraints.
- Proven work experience in a union environment and negotiation skills.
- Demonstrated analysis & problem-solving skills.
- 5 -7 years management experience in a medium to large service company, preferably transportation an asset.
- Prior sales experience an asset.
- University degree (in appropriate discipline) an asset.
- Demonstrated experience implementing quality/ process improvement initiatives an asset.
We are an equal opportunity employer and believe we will gain through the recruitment and development of staff who represent the broad diversity of the Canadian workforce.
Please note; only those selected for an interview will be contacted. Thank you for applying!
Posting Legal Entity DHL Express (Canada) Ltd.
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