Senior Manager, Customer Implementation

This role leads, facilitates, establishes, oversees and directs the customer implementation processes in both Malaysia and Singapore. Apart from the process, this role leads all implementation projects, including sustainability on quality and performance after customer

role may be based in either Singapore or Malaysia.

IN THIS ROLE YOU WILL:

Work with all internal and external holder to ensure sustainable and efficient implementation process to support import and export operations

Lead, direct and govern customer implementation projects (incl. leading Global/Country projects where required)

Manage technical, network, and human resources to attain implementation objective

Interact and communicate with key stakeholders to align, e.g. between Sales, Product, customer

Prepare tactical plan to optimize implementation synergies in MY and SG for simplification

Assign, coordinate and resolve implementation escalation matters for customers and internal parties

Lead the customer through the onboarding process and act as customer’s subject matter expert on implementation and issues resolution

Ensure the setup and operation of new customer solutions is in place, incl. customer and supplier training, system testing, IT & EDI integration, SOP preparation

Be the point of escalation for Implementation for resolution

Review into key areas of Station Matrix to meet Global KPI

Determine business rules, policies, procedures for customers onboarding

Ensure globally managed customer implementations are successfully onboarded in country

Drive and support process compliance in new business

Validate implementation plans and monitors KPIs to achieve overall productivity targets

Develop and implement post-implementation governance and reporting frameworks and processes to effectively monitor and evaluate the performance of implemented projects and its translations in the day-to-day operations.

Conduct regular assessments and reviews of implementation against daily operations to measure their effectiveness, efficiency, and alignment with customer requirements.

Manage requirements changes from customer and its communication to operations when it arise during post implementation.

Provide recommendations and insights on process improvements, resource optimization, and risk mitigation strategies to enhance customer implementation outcomes and benefits realization in day-to-day operations.

YOU HAVE THE FOLLOWING QUALITIES AND QUALIFICATIONS:

Diploma/ degree with at least4-6 years of work experience

Good organizational skills to manage multiple projects/deadline

Experience in leading meetings and facilitating training

Strong coaching & people development skills

Ability to prioritize tasks

Strong analytical and problem-solving skills, with the ability to gather and interpret data to drive insights and recommendations.

Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and stakeholders at all levels.

We regret to inform that only shortlisted applicants will be contacted further by the hiring team. We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.

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