Senior Operations Manager – Freight Forwarding

Join our dynamic leadership team at DHL Global Forwarding, Freight (DGFF) GSC – Global Service Centre!

Job Title: Senior Operations Manager – Freight Forwarding

Job Location

Strategically and operationally lead, develop and control the business and operations of the Service Lines for Budapest location, to achieve short term and long-term objectives encompassing increasing of the value been provided, to ensure operational resiliency and to maximize the effectiveness and efficiency of the services been provided in accordance to the SLAs.

The role reports into Center Head. Is member of the Senior Management Team GSC BUD.

Key Responsibilities

• Responsible for the management of day-to-day operations of the process and ensure adherence to processes, systems and schedules to drive service excellence, quality, productivity and maximize value add opportunities for our Business Partners
• Manage relationships and partnerships with Business Partners, key stakeholders, and larger business teams across 90+ countries, overseeing a workforce of more than 90+ employees.
• Oversee service delivery for – one or more service lines and be responsible for SLA commitments.
• Function as the contact point for escalated customer complaints and handle such cases effectively and professionally, exhibiting proactivity and responsiveness to customer issues.
• Provide subject matter expertise to DGFF business partner and countries on opportunities for process improvements and best practices.
• Identify potential risks in service delivery processes and implement risk mitigation strategies.
• Responsible for co-ordination and flow of information with other departments (interfaces).
• Collaborate with cross-functional teams to streamline end-to-end service delivery.
• Manage productivity of the service lines, leveraging automation capabilities of GSC.
• Evaluate, implement and manage all operational systems provided by DGF Group companies to ensure they are implemented effectively and utilized correctly on an on-going basis.
• Reviews SLA’s with countries on a periodic based.
• Ensure continued control over all operational functions through regular monitoring, and frequent meetings with all staff and Managers.
• Develop a highly motivated and engaged workforce and provide them with robust career paths within the GSC.
• Organize appropriate shifts and manning levels to meet business requirements.

Stakeholder Management

• Establishes long-term relationships and alliances with strategic internal and external business partners, stakeholders, third parties and the captive and non-captive BPO/Shared Service Industry.
• Builds and develops comprehensive understanding of Business Partner requirements, competitor activities and market trends to influence direction of major projects.
• Develops strong, trusting cross-functional relationships within senior business leaders.
• Champions cooperation and partnership to provide integrated solutions to problems.

Management Responsibility

• Operational people manager of local team of 80+ FTEs (operational and disciplinary management),
• Accountable to lead local service delivery team

Required Qualification, Skills/Abilities

• Graduate (Bachelor’s degree preferable in logistics.
• Minimum 5-10 years in leadership roles, service delivery (preferred), with experience in logistics domain.
• Proven ability to lead and inspire diverse teams, fostering high-performance environments.
• Experience in developing and executing delivery strategies aligned with organizational goals.
• Project Management skills. Strong record of delivering projects on time and within budget.
• Excellent communication skills to articulate thoughts to stakeholders.
• Strong analytical and critical thinking skills for effective decision-making.
• Build strong influential skills to identify, to contribute and deliver on synergies between the functions, products and/or countries or service delivery centers.