Cluster Director Operations – Central Africa, Directeur Cluster Opérations – Afrique Centrale, Faro, DHL Express Deutsche Post AG

Cluster Director Operations – Central Africa, Directeur Cluster Opérations – Afrique Centrale, Faro, DHL Express Deutsche Post AG

Role Responsibilities/ Responsabilités du rôle



Why do people call us the world’s most international company? Is it because we operate in more countries than any other logistics provider? Is it because we invented cross border shipping over 45 years ago? Or is it, perhaps, because what we do connects people across the world. And the more we can connect people, the better life on earth becomes.

We love our role in the world. And we’re looking for the right people to help us maintain – and grow it. People like you.

Role Context

Under the management of the Senior Cluster Director Network Operations and Aviation the appointed person is mandated to manage a cluster of countries, provide and implement the Global and SSA Operational Functional Direction through regular collaboration / communication with the Country Ops Managers’ and the where applicable the Country SMT.

The role inter alia covers the management and oversight of the following key Country activities:

GSOP Compliance

Aviation Handling & Safety compliance

OCPM management – (NOEP Initiatives)

CRA compliance, implementation, and outcomes

Infrastructure and Fleet management

Security compliance

Service Quality Improvements

Health & Safety compliance

Encourage Employee engagement

Ensure full support of CIS training

Delivering great results without compromising on Respect

Key Responsibilities

Operations Management & Strategy

Contribute to the overall strategic direction and management of the clusters PLUS the sub-regional operational strategy (short and long term) and policies within overall regional DHL context, in terms of door-to-door profitability, service quality and cost performance

Manages the profitability and growth of the organization´s operations within a cluster

Establishes the required operating standards and procedures to provide cost-effective, superior customer service

Liaise with relevant departments to bring Operational expertise to the customer relationship and ensure cost effective service offering

Directs the preparation of the countries operating budgets within principles set by division / region and proposals for investments in infrastructure, technology, equipment, systems, or other resources on the country

Analyses and approves country investments that best meet the organization’s business needs

Drive improvement of operational processes, facilities, and capabilities, through standardising operational practices and optimising work methods in DHL organisations to maximize productivity improvement.

Specifies service and quality targets within divisional / regional guidelines and ensures their achievement for the countries & cluster

People and Performance Management

Assists countries with recruiting talent and develops the members of the operations leadership team in the country & cluster; keeps them motivated and coordinates their efforts to enhance customer service experiences for internal customers and develop staff to the maximum potential

Together with Country Ops mgr & HR Approves key personnel decisions for the function

Generates commitment, motivation and enthusiasm to company and division by motivating and retaining the best talents within DHL to enhance customer service experiences for internal customers

Challenges self and others to exceed standards and achieve extraordinary results striving for best-in-class; determines team structure, roles, performance targets in co-operation with division leadership

Evaluates staff performance and proposes development / promotion for Ops staff in conjunction with Country Ops Mgr & HR

Design and develop Operations architecture (org structure, job profiles, competence profiles)

Develop performance contracts, performance targets and KPI for Operations staff

Ensure all countries build departmental capacity and capability to enable achievement of operational & commercial objectives

Ensure all countries align people, competencies to meet the business objectives and manage staff competency levels and performance according to service requirements and business needs

Ensuring that all countries operations activities meet efficiency targets (Key Performance Indicators (KPIs) in line with business objectives

Financial management & projects

Together with country Ops mgrs develop yearly operations budget (opex and capex)

Monitor and control operations budget monthly

Oversees the operations budget on the country level

Together with country Ops Decides all major operations projects within countries

Drive the accurate creation and submission of BCA (Business Case Applications) to Country \ African Management board

Reporting and analysis

Prepares necessary frequent reports for Cluster & SSA Area office

Analyze records of customer inquiries, service requests and complaints to identify trends for countries

To maintain standards, use operations data to focus resources on improving performance

To monitor Operations KPIs, standards and reporting

Balance operational metrics against operations metrics

Translate Operations trends into easy-to-understand reports or presentations for Cluster and SSA Area office

Minimum Requirements

Education and experience

University degree and relevant commercial/business qualifications

Significant experience in Senior management or General management experience in the express/logistics / aviation industry or within similar service-related businesses

Broad understanding of all functional aspects of the business and sound experience managing a complete Profit and Loss entity of relatively similar size

High degree of business acumen and understanding of the external economic environment and how this may affect DHL’s short and long-term planning

Exceptional leader and motivator of people that displays exceptional DHL leadership attributes

Must be able to Speak and Write fluently in English & French

We are looking forward to your application.

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