Key activities

Overall goals / Typical measures

External

External Customers

• Interface with External Customers where required for the objectives of the program or project at hand.

• Customer Satisfaction

Internal

• Recommend and provide input on the scope, costs and benefits of programs on hand/ under discussion.

• Provide, through the immediate team, defined business requirements including changes to current processes and applications to ensure business needs are met and enhanced.

• Conduct presentations, and other regular updates to management regarding costs and benefits of the programs to obtain approval.

• Stand-in for OPS on Programme steering meetings where relevant.

• Provide specialist Ops process and Ops toolkit support and application leadership to country operations in the resolution of system, process and service performance issues and the introduction of improved work practices, though better process, software and related solutions.

• Coordinate and where necessary provide resources for country implementation of solutions ensuring appropriate technical, operational and training support is provided.

• Communicate, interface and work with the respective groups to achieve the defined goals, where specific projects are related

• Internal Customer Satisfaction

• Deployment without problems

• All requirements are met as per plan

Process

Program Development and Implementation

• Present and get agreement for programs and multiple projects for approval and concept buy-in.

• Set up the project and relevant project organisation with the project manager. Provide steering, direction and motivation for effective project management

• Plan the development implementation and execution of the programs upon approval to proceed

• Identify and select staff/resources required to implement the programs

• Oversee/assist with the implementation of the programs

• Act as a trouble shooter to provide advice and support to ensure programs are completed on time, within budget and to the agreed specifications.

Training, Reviews and Staff Management

• Participate where necessary in centrally delivered user training to ensure users are fully capable of using the new processes and systems to the optimum level

• Develop a post-audit review methodology to enable the measurement of program effectiveness, and ensure that this is followed up by the respective project managers

• Projects are delivered as per plan and on budget

• Customer satisfaction

• Project objectives are met

• Deviations from plan managed appropriately

• Centrally organised training programs are managed as per region’s needs

People - Management

§ Determine organization structure, roles and responsibility and performance targets for the function.
§ Develop a culture of quality, service excellence (for internal customers), flexibility and cost consciousness.
§ Develop team spirit and multitasking capabilities within the team.
§ Plan, organise and direct an efficient and effective function.
§ Manage the allocation of appropriate resources and commitment of staff to the achievement of Country objectives and targets.
§ Identify training needs and opportunities to develop a highly skilled functional department.

§ Availability of required skills with excellent understanding of business.
§ Optimum utilization of resources
§ Positive “can do” attitude.
§ Employee satisfaction
§ Influence evidenced throughout organisation.

Key capabilities

• Fluency in spoken and written English.
• Skills in VBA Excel, Ph P, Databases management systems.
• Tasks automation.
• Broad-based PC knowledge with a good understanding of information systems needs relating to the express courier industry.
• Knowledge of express /transport operations processes preferred
• Well-developed project/ process management, prioritising and analytical skills with strong business acumen
• Proven ability in report writing: able to prepare analytical reports highlighting and interpreting key business information
• Highly motivated, initiating, good team member
• Flexibility in operating style and attitude
• Diplomatic, tactful, patient and sensitive to cultural differences
• Good presentation skills, good negotiating and influencing skills
• Positive and contributory attitude, total dedication to all customers

Competences
Competency segment ‘Business Customer Orientation: Is focused on identifying and understanding each customer’s needs. Expresses and acts on desire to assist customers in an efficient and friendly manner.
Business Acumen: Understands business principles and language, including the fundamentals of finance and profitability. Uses this understanding to achieve results and to increase the performance and profitability of our company.
Cross Border Thinking: Has a holistic mindset and stays abreast of important trends that may affect our competitiveness as a group. Manages the business, giving priority to the international position of our company.

Competency segment ‘Leadership’ Shaping Direction: Develops and communicates strategies and goals that achieve competitive advantage. Demonstrates a clear understanding of the organisation’s strengths, weaknesses, opportunities and threats.
Constructive Challenge: Contributes to an environment where people at all levels stand up for their ideas and where the status quo can always be challenged for the better.
Building and Leading Teams: Knows the talent* needs of the team. Attracts and develops the people who can meet those needs. Encourages effective cooperation among team members and between teams. Inspires team spirit and the commitment to achieve high standards of performance.

Competency segment ‘Personal’ Building and Managing Partnerships: interpersonal styles to create and sustain effective relationships with business partners (e.g. suppliers, joint venture partners, industry groups, competitors, governments, unions) and colleagues. Is open to approaches that meet mutual goals.
Commitment to Excel: Challenges self and others to exceed standards and achieve extraordinary results striving for best-in-class. Is not easily deterred when obstacles or delays are encountered.

Expected years of experience
(Minimum)

• Ideally previous experience gained in the Operations/ Services environment with a comprehensive knowledge of automation tasks.