BIT Program Delivery Manager - Western Zone at DHL

Role Context

• Responsible for the delivery/implementation/rollout of all functional applications across the Western Africa Zonal area, ensuring a sustainable business performance.
• Manage, plan, lead and organize these programs in conjunction with the lead functional resources in country, in addition, provide onsite training and handover activities as and when required.
• Manage performance improvement programs maximizing both the effective processing and improve productivity within the workforce and the facilities.
• This includes accountability for customer relationship management, employee development, sound corporate governance and internal processes which is critical to the integration of DHL Express into a cohesive and sustainable business

Key Responsibilities

• In conjunction with country and area functional resources and Country management, manage, define and implement actions to achieve the successful implementation, service and quality performances.
• Initiate, support and follow-up corrective actions where & when needed.
• Be party to regional initiatives & support country initiatives aimed in achieving planned objectives in respect to all programs in a given period.
• Act as the primary interface between country and area functional management,
• Understand the local constraints and what is to be done to overcome to achieve the program objective
• Promote and support best-practice knowledge transfer.
• Manage the implementation of contingency plans when required by engaging with the Service Management teams
• Availability of required skills with excellent understanding of business.
• Optimum utilization of resources
• Lead the management of Training requirements in all areas
• Business Requirements Management; ensuring country requirements are validated, articulated in business-case terms, and represented to regional IS program management via the established governance process (incl GPPRB)
• Application Landscape Simplification via reduction of in-country local systems/extensions and Convergence onto core current EGAP releases
• Institutionalize continuous quality improvement via ongoing Root Cause Analysis and Eradication. Have full awareness and be Point of escalation in service failure situations. Proactive management and stakeholder communication of incidents.

Minimum Requirements
Education & experience:

• University Degree in Business Administration or other related fields.
• Minimum of 5 years Express BIT programs delivery experience in an international environment.
• 3 years of self-managed delivery of projects
• Forwarding business
• Excellent cross functional process knowledge.
• Strong knowledge on BIT program inter-dependencies
• Strong Project Management Skills
• Strong interpersonal skills

Required Competencies:
Project Management:

• Plans, manage the delivery of complex business projects within schedule and budget whilst minimizing inherent project risks.
• Identifies specific actions and set reasonable timeframes to execute project plans and achieve desired objectives.
• Identifies and manage associated risks by isolating root causes from symptoms and implementing appropriate sets of action plans to eliminate risks.

Leadership:

• Motivates others to achieve well defined strategic objectives of the business by providing clear focus and direction.
• Drives team to achieve stretching goals and targets.
• Encourages latitude for team to exercise discretion and supports them in taking calculated business risks to achieve business objectives.
• Recognises development needs and creates opportunities for individual growth.

Relationships Management:

• Forges enduring business relationships based on mutual interest with all impacted stakeholders.
• Relates well and maintains sound professional relationship with a wide range of stakeholders both internally and externally to the business.
• Builds teams with an appropriate levels of commitment and mix of skills and talent to achieve desired business outcomes.

Communication skills:

• Speaks, writes, and presents clear and compelling viewpoint and perspective.
• Influence other’s buy-in and commitment.
• Listens actively and anticipates the needs and reactions of audiences, and structure own communications efforts and thoughts to achieve the desired outcomes.
• French and English an advantage

Embracing uncertainty and change:

• Initiates, accepts, adapts to and sustains change.
• Proactively identifies the need for change and is willing to challenge the status quo to realize strategic objectives.
• Changes approach and priorities to best fit the changing business environment.
• Is cooperative, constructive, and maintains composure and positive response to change.

Decision Making:

• Analyses complex problems.
• Deconstructs multidimensional elements of a problem into their component parts and then adopts a pragmatic approach in recommending alternative solutions.
• Generates solutions to address business challenges.
• Critically evaluates the potential shortcomings of solutions and identifies ways to alleviate and manage the long-term implications.
• Grasps the inter-relatedness of problems confronting the business and responds effectively.

Emotional Intelligence / Resilience:

• Remains focused on desired outcomes and, maintain composure when dealing with ambiguous and highly charged emotional situations.
• Works productively under pressure.
• Remains optimistic and perseveres despite obstacles and setbacks.
• Responds well to criticism and draws lessons from it without becoming defensive and self-critical

Teamwork:

• Functions effectively within teams whilst leveraging own and others strengths to deliver overall team objectives.
• Contributes positively to overall team success, balances individual priorities against overall team objectives.