Branchenübersicht

Regional Head of Service Quality (m/w)

Overall Role Purpose:
Drive the quality of operational service provided to our customers through:

definition and timely/accurate measurement of appropriate operational KPI’s
setting of a regional performance target framework which supports the achievement of high, uniform and stable quality
leading the implementation of Global tools and programs to drive the quality standards for the Region
directing and managing regional training policy and content
driving resolution of any chronic problems impacting service via countries, regional functions or other regions
managing the Regional QCC and leading the Country QCC’s by developing systems and programs to initiate real time responses and corrective action to incidents at movement and piece level;
actively promoting quality achievement and performance improvement across the region
ensuring a motivated and high-performing Service Quality team which provides value-add for the countries and regional functions

Skills / Qualifikations

University degree in Engineering/Business Management or Commercial qualification or equivalent
7-10 Years management experience in an international service related environment with at least 3-5 years of experience in global express and / or freight forwarding business
Several years of experience in personnel management
Comprehensive knowledge of Operations including all aspects and Ground & Gateway processes
Strong Analytical & problem solving skills, planning and decision making
Effective communication skills / interpersonal understanding
Cross-cultural competency and interpersonal understanding
Ability to influence and negotiate at all levels
Customer orientated
Achievement drive and initiative
Excellent business / commercial acumen
Quality orientation (accurate, timely)
Conceptual thinking
Budgeting and Cost controlling skills
Presentation skills
Project management
Broad Cross Functional experience
Global perspective

Location: