TBO/NTBO head of operations

Organizational Background Information

Role Title - TBO/NTBO head of operations

Business Unit - DHL Freight – UK

Location - Fradley Park, Lichfield

Scope of Role:

Overall P&L responsibility for the Road Freight Product Division, to include:

• Financial results, budget process and monthly trading analysis/variance against budget.
• Ultimate responsibility for business strategy, alignment with the commercial team to meet growth expectations, targeting several personal customer targets.
• Team governance, roles & responsibilities, resource development.
• To build on the current customer centric culture, maintaining satisfaction score cards.
• Relationship development with key Freight Network Management. Emphasis on developing our Terminal based operations (Groupage) business, and non-Terminal based operations both Regionally & Nationally.
• Identify opportunities to streamline/automate operational tasks, ensuring alignment with our IT/Business Process function.
• Optimize warehouse cross dock management.

Reports to - Managing Director Freight UK

Reporting line - Operations Manager, Pricing and Procurement Manager, Optimization Lead, Finance administration

Days & Hours of Work - 37.5 hours per week

Key Accountabilities:

• Takes ownership for UK Road Freight P&L and shows high results orientation.
• Develops, sets, and monitors the Road Freight growth strategy to ensure budgetary targets are met for non-Terminal based Operations and Terminal based Operation products.
• Works with UK Country and Regional Heads to set and implement annual Road Freight Budget.
• Drives compliance to local and regional requirements regarding pre and post month-end forecasting. Needs to be aligned with key stakeholders to ensure all customers are trading as expected and GP is performing.
• Ensures all managers complete all pre and post month-end procedures within the respective departments to minimize financial impact to P&L.
• Provides direction and support to key stakeholders regarding supplier selection, pricing/procurement & tender management.
• Leads Road Freight Route development management & Sales team in relation to solution design and new product offering for non-terminal base operations and Terminal based operation products.
• Ensures all carriers are selected and approved in line with quality & compliance guidelines.
• Works collaboratively with DHL Freight Cluster Heads to identify best product solutions available within the network and for UK.
• Sits on Freight UK senior management team and builds relationships across all products to support Irish business.
• Manages effective and efficient communication to all customers regarding market updates, rate & surcharge changes.
• Ensures correct systems are in place to record, monitor and measure the hit rate on 1) Tenders completed 2) spot rates 3) Business lost and won.
• Ensures all new business won is implemented correctly operationally and escalates where necessary.
• Is the country contact for final escalation on all operational issues.
• Works with any 3^rd party provider to ensure all procedures are aligned with the DHL Freight Network KPI’s.
• Ensures all operational KPI’s are aligned and managed effectively within the Road freight team.

Team Leadership

• Establishes a strong team.
• Manages team to accomplish objectives within the DHL Group.
• Promotes an environment & culture that ensures high performing committed teams who will work interdependently towards a common goal, by focusing on achieving best results, building relationships on trust and respect.
• Recognizes and reinforces high performance and addresses underperformance in the appropriate manner and in line with company policy.
• Ensure all training needs are identified and implemented for all team members including the maintenance of all training plans and individual training records.
• Ensures all Performance Evaluations, IKO’s are completed and documented as per the HR processes and procedures.
• Ensure operational compliance to all revenue and international trade legislative requirements, and all requirements under Data Protection Legislation in addition to all DGF IE policies and procedures (H&S, Quality, Environmental, HR, etc), and work in a manner that supports the Company environment programme.

Competencies

Relationships with others:

• Communicates in an open and honest manner.
• Treats team members with respect, develops trust and values diversity.
• Demonstrates sensitivity to diversity, ie culture, gender, age, religion, race disability.
• Develops effective relationships with employees, peers, and managers.
• Confidence in dealing with all levels in the business over the telephone and on a face-to-face basis.
• Ability to remain calm when dealing with difficult people.
• Good listening skills and ability to respond in a clear, respectful manner.

Teamwork:

• Commitment to fulfilling their role in a team.
• Treats team members with respect and lives a supportive approach.
• Shares information, knowledge, ideas, and experience freely with others.
• Commits to team decisions and contributes to building a team spirit.
• Works collaboratively with others to achieve team or business objectives.
• Establishes acceptable levels of quality and quantity of work; reviews, recognises and supports achievement.
• Encourages and motivates team members and work colleagues.
• Establishes a feedback culture.

Customer Orientation:

• Drives customer centricity.
• Bases decisions on how his/her actions impact on customers and DHL.
• Builds and maintains effective relationships with customers, suppliers and other departments.
• Focuses on the needs of customer and seeks to meet and exceed expectations.
• Quickly and practically solves problems, seeking advice where necessary.
• Appreciates what customers want and continuously strives to meet customer expectations.

Problem Solving:

• Identifies issues, problems, and opportunities.
• Deep dives to identify root causes of issues.
• Applies formal problem-solving techniques.
• Evaluates risk.
• Gathers information and analyses cause and effect.
• Quickly and practically solves problems.
• Establishes effective work processes and measures.
• Documents and communicates awareness of the problem, solution and action taken.

Commitment to Excel:

• Achieves work targets and is willing to take on additional roles/responsibilities.
• Continuously reviews current processes.
• Seeks and is open to feedback from others.
• Always behaves in a manner consistent with DHL's values.
• Demonstrates a positive attitude to change.
• Flexible approach to work.
• Looks for opportunities in a changing situation.
• Provides detailed advice to others.
• Takes initiative to keep skills up to date.

Procedural Skills:

• Ability to organize own workload across a range of responsibilities & meet deadlines.
• Ability to select appropriate procedures.
• Ability to follow procedures.
• Ability to meet procedural deadlines.
• Ability to improve an existing procedure.
• Ability to create a procedure.

Attention to Detail:

• Ability to work with lots of data to high level of accuracy.
• Ability to apply high attention to detail to written (text) documents.
• Ability to follow through on procedures and ensure completion.

Skills / Qualifications

Expected years of experience (Minimum):

1. Experience in Road Freight Operations: A strong background in road freight operations is essential to understand the intricacies of the business and effectively manage the P&L.
2. Business Strategy and Growth: Experience in developing and implementing business strategies, particularly in the context of road freight operations, is important to drive growth and meet budgetary targets.
3. Team Leadership and Governance: Experience in leading and managing teams, including defining roles and responsibilities, developing resources, and promoting a customer-centric culture.
4. Customer Relationship Management: Experience in building and maintaining strong relationships with key customers and stakeholders, understanding customer needs, and ensuring customer satisfaction.
5. Financial Management: Experience in financial management, including budgeting, forecasting, and monitoring financial performance to drive profitability and cost control.
6. Supplier Management: Experience in supplier selection, pricing procurement, and tender management to ensure efficient and cost-effective operations.
7. Product Development and Solution Design: Experience in developing new product offerings, solution design, and innovation in road freight operations.
8. Warehouse Management: Experience in optimizing warehouse cross-dock management and aligning operations with network KPIs.
9. Compliance and Regulatory Knowledge: Experience in ensuring compliance with local and regional requirements regarding forecasting, trading expectations, and GP performance.
10. Full drivers license.

Expected Qualifications:

Qualifications:

1. Bachelor's degree in a relevant field such as Logistics, Supply Chain Management, Business Administration, or a related Logistics/Transport discipline.
2. Experience: At least 5 years of experience in road freight operations, preferably in a leadership or managerial role.
3. Proven experience in developing and implementing business strategies in the road freight industry.
4. Strong track record of driving business growth and meeting budgetary targets.
5. Experience in leading and managing teams, including defining roles and responsibilities and developing resources.
6. Financial management experience, including budgeting, forecasting, and monitoring financial performance.
7. Demonstrated experience in supplier management, including selection, pricing, procurement, and tender management.
8. Experience in product development and solution design within the road freight industry.
9. Excellent communication and stakeholder management skills, with the ability to effectively communicate with customers, suppliers, and internal stakeholders.