Job Roles at DP World

Job Function

• The role is pivotal in implementing the HR strategy within the designated department, supporting the HR Business Partner in various HR initiatives. The responsibilities encompass a broad spectrum, from collaborating with supervisors on HR matters, facilitating change management, to leveraging HR Information Systems for data reliability and insights. The position formulates partnerships across the HR function to deliver value-added service to management and employees that reflects the business objectives of the organization.

Key Performance Areas:

HR Administration

• Ensure adherence to all HR processes and procedure relating to employee matters in HR such as employee record update, effect changes in their data, request for leave, benefits disciplinary procedures etc.
• Works closely with management and employees to improve work relationships, build morale, and increase productivity and retention.
• Participates in the bi-weekly pep talk with delivery officers and workshop technicians by responding to questions that pertains to HR matters in these meetings
• Promote synergy within the teams – Drivers – Truck mate- Fleet controller- Technicians
• Manage employee (FTE, Outsourced and FTC) HR administrations - Leave management, Payroll Management, Disciplinary sanctions etc.
• Support the HR team in preparing and providing accurate information, collating & analysing data and producing clear, insightful and meaningful reports.
• Actively promotes key behaviours, values and culture across the organisation and drive good HR practices
• Supports the development and implementation of HR solutions by understanding how the organization works.
• Interfaces with HR service provider for delivery of core HR services to the business and monitors quality and timeliness of service provision
• Actively promotes key behaviors, values and culture across the organization and drive good HR practices.
• Provides monthly reports on turnover and talent resourcing activities
• Ensures all pre-onboarding items are available prior to resumption of new hires and ensure compliance with induction checklist for all new hires before they are deployed to jobs.
• Support the HR Business Partner in providing the data to build the implementation of initiatives to increase the efficiency of the organization.
• Assists in guiding day-to-day activities, coordinates with, and supports staff and activities to help foster a harmonious work environment
• Assists in ensuring compliance with applicable state and federal laws, regulations, policies and procedures

Learning & Talent Acquisition

• Work with line managers to generate training needs for work location.
• Drive implementation of training plan for location under purview
• Manage / organize learning events, sites, dedicated physical learning locations at sites and all related documentation
• Support Learning Budget tracking, invoice / payment follow-up as required.
• Communicate planned courses to target audiences
• Assists in implementing professional development plans that increase employee’s skill set

Business Partnering

• Assists the HR Business Partner in the implementation of HR strategy to the business by ensuring that the HR delivery is fully aligned to business goals in their area of business.
• Ensure coaching, feedback and performance systems are in place to maximize workforce productivity. Lead implementation of programs to drive development, employee engagement and retention.
• Maintain knowledge of progressive HR practices, trends and data points to drive enhancements.
• Serve as a change agent by influencing key stakeholders in support of organizational effectiveness.
• Serve as advisor to leadership teams by providing insights, consultation and support.
• Support implementation of standard communications, processes and reporting for HR annual cycle activities
• Consult with managers on effective staff assignments and strategy
• Provide cover for HR Business Partner as appropriate during periods of absence such as annual leave, study leave, short term transfer, etc

Performance Management

• Drive performance cycle activities (Goal setting, Mid-year reviews and End of year reviews) in designated locations Consult with line management and provide HR guidance.
• Actively participate in yearend calibration sessions
• Track Outsourced vendor performance on monthly basis.
• Supports the delivery of all talent resourcing activities within the area of business focus and work closely with stakeholders to ensure they understand how performance management tools combine to enhance performance, and attract, engage, and retain employees

Qualifications Required:

• B.Sc. HND/ in Business Administration, Human Resource Management or any other related field

Experience and Skills Required:

• Minimum of 3 to 5 years of progressive experience in HR, administration, or related operational roles.
• Excellent organizational and leadership abilities.
• Proficiency in HRIS and other relevant software.
• Implementing HR strategies and coordinating functions effectively
• Strong understanding of HR practices and employment laws.

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Job Function

• The Customer Service Officer (Tracking) is responsible for ensuring excellent customer service by providing real-time updates on the status of shipments and deliveries. This role involves monitoring the movement of goods, handling inquiries, resolving issues, and communicating with both internal teams and customers. The officer plays a critical role in ensuring that clients are informed about their shipments, enhancing customer satisfaction and operational efficiency.

Key Performance Areas:

• Technical Proficiency: Familiarity with transport management systems (TMS), GPS tracking software, and Microsoft Office applications.
• Communication Skills: Strong verbal and written communication skills for effectively interacting with customers, drivers, and internal teams.
• Problem-Solving: Ability to troubleshoot issues with shipments and provide quick, practical solutions.
• Attention to Detail: Strong focus on accuracy in updating tracking information and reporting.
• Time Management: Ability to prioritize and handle multiple tasks under pressure in a fast-paced environment.
• Track the movement of shipments and vehicles using GPS systems, transport management software, and other tracking tools.
• Provide real-time updates to customers regarding the status of their deliveries, estimated times of arrival (ETAs), and any delays or changes in the schedule.
• Ensure that all shipments are delivered within the agreed time frames and escalate any potential delays or issues to the relevant teams.
• Respond to customer inquiries and requests via phone, email, and other communication channels in a timely and professional manner.
• Proactively communicate with customers about any delays, route changes, or unexpected issues, and offer solutions to mitigate inconvenience.
• Maintain clear and open communication with drivers, dispatchers, and logistics teams to relay information between customers and operations.
• Address and resolve customer complaints or concerns related to tracking, deliveries, and logistics.
• Investigate issues such as late deliveries, damaged goods, or routing errors, and collaborate with the logistics and operations teams to find effective solutions.
• Follow up on unresolved issues to ensure customer satisfaction and operational improvement.
• Input and update tracking information into the system, ensuring data is accurate and up-to-date.
• Generate daily, weekly, and monthly tracking reports for internal use, analyzing performance trends and identifying potential improvements in delivery times and accuracy.
• Assist in maintaining a database of delivery records, customer information, and tracking logs.
• Work closely with the operations, logistics, and dispatch teams to ensure smooth coordination of deliveries and customer updates.
• Collaborate with the fleet management team to ensure that vehicles are properly maintained and operating within guidelines.
• Provide feedback to management on operational bottlenecks or recurring customer issues for process improvements
• Ensure all tracking operations comply with company policies and safety standards.
• Report any vehicle malfunctions or safety concerns to the relevant teams to prevent delivery delays and maintain fleet efficiency.

Qualifications Required:

• Bachelors in, Transportation, Business Administration, or related field.

Experience and Skills Required:

• 2 - 3 years’ experience in related industry.
• Previous experience in customer service, preferably within a transport and logistics environment.
• Experience in tracking systems (GPS, TMS, or similar) and providing real-time updates to customers is a plus