Job Title – Program Manager- ESS
Introduction
DHLis a leading global brand in the logistics industry.DHL’s family of divisions offers an unrivalled portfolio of logistics services, ranging from national and international parcel delivery, international express, road, air and ocean transport, to industrial supply chain management. With its unrivalled presence in developing markets,DHLis decisively positioned as “THE logistics company for the world”.
DHL Express is a company that pioneered cross-border express delivery in 1969 & now is active in more than 220 countries and territories worldwide. We connect people and improve their lives. And we do it by being uncompromisingly customer-centric and delivering excellence day in and day out. By bringing people together and making life simpler – for our customers, our employees, our investors, and our society – we help make the world a better place.
Role Descriptor
DHL Express is looking for a Program Manager - ESS to join and lead our integration requirements. He/she will be responsible for ensuring that customer requirements are understoond and solution are developed so that team is able to deploy our electronic shipping solutions (ESS) of DHL to customers, vendors, partners, business units effectively.
Role Details
- Role title : Program Manager - ESS
- Corporate/Business : DHL Express
- Department/Function : Information Services
- Job family : EXP IN Customer Facing IT
- Reports to : Manager-Customer Facing IT
Key Responsibilities
He/she will have to perform the following key activities:
- Develop a competent integration roadmap for meeting and exceeding the key deliverables.
- Develop and execute plans for encouraging targeted customers especially B2C and eCommerce Marketplace to use DHL’s electronic Shipping solutions (ESS) in the region.
- Make joint visits with the regional customer facing IT teams and provide support to understand customer’s requirements and issues arising from time to time
- Play a key role in the training of ESS to the regional Customer facing IT team, relevant staff in the Sales & Marketing Department and other DHL departments, and to DHL customers.
- Full support on technical skills required to navigate ESS and for all DHL customers to familiarize themselves with capabilities of e-technology.
- Existing and Potential DHL Customers:
- Make joint sales calls together with Sales staff if required, to provide demonstrations about the benefits of DHL’s ESS to customers especially from an API and integration scenarios.
- Help customers during initial ESS deployment and hand-hold customers through the integration process of ESS to ensure adequate and proper usage of the tools.
- Assist and guide customers in the setting up of the ESS and customized management reports.
- Arrange ESS-API demonstrations for customers who are potential users, including MIS reports and demonstrations to managers.
- Confidently address all queries and concerns that customers may have on DHL’s ESS, emphasizing their advantages which are matched to customer’s needs.
- Keep existing customers informed of all new ESS API versions and new features which will enhance their usage and convenience by deploying the new versions
- Provide all DHL customers with prompt, quality service on all ESS areas as per service level agreements, including preventive maintenance service.
- Perform regular co-visits/calls with members of the regional CFIT team to monitor skills and to identify further areas for training and development from an integration aspects.
- Sales and Marketing & sub function departments:
- Maintain good working relationship with sales, operations and within IT departments to encourage customer’s adoption of ESS.
- Research fully all potential ESS customers, analyze their special needs, if any, and work with Sales teams to recommend appropriate ESS solutions or facilitate development to targeted customers to raise utilization.
- Increase Utilization of e-tools
- Ensure that the regional Customer facing IT team maintains up‑to‑date, accurate and comprehensive customer records on all aspects of customer automation and prepares monthly reports to keep all relevant stakeholders informed of all ESS activities and performance levels.
- Conduct presentations on ESS activities, plans and projects at conferences and meetings when required.
- Keep up‑to‑date on industry, technology and process developments which impact ESS and the different types of services DHL offers to its customers.
- Customer facing IT Team Management:
- Assess the performance of the Customer facing IT team via periodic performance assessment and to identify competency gaps and conduct training to address gaps
- To effectively motivate, manage and drive the team so that the established targets are diligently met month on month and year on year from an integration aspect.
- Develop a high API oriented solutions for customers.
- Monitor individual such Customer performance.
- Identify training needs and opportunities to develop a highly skilled members
Skills Required
- Presentation skills. (excellent)
- Software skills. (Word, Excel, PowerPoint, etc.) (excellent)
- Software skills. (DHL e-tool Systems) (preferable)
- IT skills. (Win OS, Networking skills, Hardware skills) (excellent)
- Technical Skills. (e-tool technology.)
- Analytical, organizational and motivational skills. (excellent)
- Negotiation and interpersonal skills. (excellent)
- Analytical and organizational motivational skills. (excellent)
- People Management skills. (excellent)
- XML-PI Knowledge. (excellent)
- API/ Plug-in/ Web Service Knowledge. (excellent)
- ITIL Knowledge. (Preferable)
Profile Requirements
(Experience/Certifications/Qualifications/Licenses)
- 5-7 years’ experience in a Technology related capacity
- Degree in Business/Information Technology (preferable) or equivalent.
Profile Requirements
(Experience/Certifications/Qualifications/Licenses)
- 5-7 years’ experience in a Technology related capacity
- Degree in Business/Information Technology (preferable) or equivalent.