Senior Service Quality Analyst APEC

at  DHL Express

(24004VN)
Singapore-Singapore-Singapore | Full-time | Permanent | Mixed Shift
At DHL, people mean the world to us. That’s why our goal has always been to attract and retain the best talent in the world. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business, and together we share the pride of building THE logistics company for the world.
Ready to immerse yourself in the exciting world of DHL?
DHL Express Asia Pacific Regional Office is currently looking for passionate professional to join as a Senior Service Quality Analyst in the APEC Service Quality (SQ) Team. The team is made up of 2 inter-linked Sub-functions, namely (1) Reporting Group, and (2) Process Improvement Group. This role works under the Reporting Sub-Function.

REQUIREMENTS:

• Diploma or Degree Holder (Logistics and Supply Chain Management / Operations Management / Business Management).
• Prior working experience in Logistics Operations (ideally within DHL Express), Process Improvement Advisory & Consultation preferred.
• Proficient in Microsoft Office (Excel, PowerPoint, Word, Teams, Outlook).
• Prior awareness / experience of working with various Programming or BI Reporting tools (SQL, Tera data, Power BI, Tableau) is a strong advantage.
• Ability to develop strong inter-personal working relationships and influence across different cultures.
  Posting Legal Entity DHL Express (Singapore) Pte. Ltd.

AS A SENIOR SERVICE QUALITY ANALYST, YOUR ROLE PURPOSE IS TO:

• Be responsible for production and development of regional operational SQ performance reporting.
• Use strong business experience, knowledge of operational processes, and awareness of the operational data available to:
• Determine appropriate reporting and analysis based on the scenario or case.
• Identify trends, noncompliance and present insights / opportunities for improvement.
• As appropriate, support the development of relevant stakeholders to self-serve.
• Ensure the validity of measurement of business rules and KPIs in terms of compliance, On-time performance and failure attribution.
• With high focus on automation and visualization, the role will require usage of various tools such as TERA DATA/SQL, POWER BI to simplify the different steps involved in creating reports, transforming raw data into a consumable format, and where applicable provide interactive dashboards that support further analysis.

KEY TASKS INCLUDE:

• Proactively interpreting, analyzing and addressing the key operational performance indicators in order to identify opportunities for Service Quality improvement.
• Development of appropriate reporting strategies based on a full understanding of the business requirements.
• Providing root-cause analysis to identify improvement opportunities and developing suitable reporting from different data sources to drive action-oriented improvement initiatives.
• Production and development of various level appropriate regional and management reports.
• Management and usage of operational tools such as OPMS, TTS, GREF, C360, DCT, NPTS and BAR (COGNOS).
• Secondary lead for Bid Data Analytics / Data Factory tools such as MS Power BI.
• Responsibility of countries on OPMS Back End tables (ODBC and ODM). Advanced SQL knowledge is required.
• Support country queries/request related to operational tools and performance management.
• Participation in User Acceptance Testing (UAT), implementation of changes to the reporting systems to ensure stability and quality of reporting is maintained.