Program Manager

cap N.A.TOPJOBS ' CLIENT

A well-known European corporation engages in express industry

location Ha Noi

post time Posted 107 months ago

Job Description

Customer
- External
- Internal Customer Organisation

Organise regular performance review meetings and/or conference calls with GMNC Customers to review delivered performance metrics (KPIs), and wherever necessary initiate the development (and drive the implementation) of service improvement and/or cost reduction initiatives to meet or exceed the performance targets as agreed with the customer.
Act as the single country / network point-of-contact for day-to-day operational issues for the GMNC customer.

Country GMNC Logistics Support Manager
Stakeholder
- External
- Internal
SPC Vendors (Country)

Advantage Solutions (GCSG Group (core transport), Logistics Operations Group (ELC, SPC network and CRC), and Partner Alliances Group (Partner operated services), APIS (systems related services) and Company Finance (all billing and accounting related services)
Identify, register and escalate service performance issues to the service providers in order to resolve these issues within the agreed timeframes.
Measure (performance reporting) and manage the overall performance of all individual service providers for a particular regional/network Advantage customer against pre-agree performance metrics (KPIs).

Regional GMNC After Sales Support, Logistics Group (Regional)
Process

Solutions Management

To manage, on behalf of the commercial owner an integrated solution in such a way that:

a)    All service performance targets are achieved/exceeded,
b)    All customer satisfaction targets, as set with the customer are met,
c)    The solution is provided at the highest level of productivity and at the lowest acceptable cost.

Initiate and manage the development and implementation of GMNC customer specific enhancements that improve the overall service performance and profitability of the solution for Company.
Identify the gap analysis versus Company capabilities, if applicable.
Identify service enhancement and/or cost reduction opportunities.
Communicate and promote the contract, Service Level Agreements (SLA’s) and (enhanced) operating procedures to all stakeholders within both Company and the customers organisation.

Performance Management

Develop on behalf of the GMNC customers’ commercial owner an integrated performance report by consolidating the performance reports of all individual service providers.
Ensure the timely distribution of integrated performance reports to specific customers.
If applicable, maintain the customer solution on a specifically developed Intranet site.
Define the scope of action, create the frame in which the Performance Analyst will act, such as standard tools, measures and methodology.

People - Management

    •    Incumbent has no direct reports and authority over country line and functional personnel. Nevertheless he/she must be able to demonstrate ability to influence decisions/actions.
    •    Informal influence to enable improvement and change within the organisation

General Requirement

Key capabilities

    Skills

Communication skills (English), spoken and written
Software skills (Project management)

Competences
Competency segment ‘Business’

Analysis: Breaks down a problem, situation or process into its component parts, separates the main issues from side-issues, understands the nature of parts and their relationship to one another. Seeks out and critically evaluates both numerical and narrative information. Draws accurate conclusions.
Planning & Organizing: Sets clear and realistic goals and objectives. Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is structured with good personal organization. Schedules time effectively and uses efficient work methods and tools.
Decision Making: Makes timely and appropriate choices based on accurate analysis and experience. Uses sound judgment even in conditions of uncertainty. Anticipates impact of decisions and plans how to manage risk.
Results Orientation: Continually seeks to accomplish critical tasks with measurable results. Overcomes obstacles and makes adjustments to achieve results. Focuses self and others to achieve targets aligned with business goals.

Competency segment ‘Leadership’

Teamwork: Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions.

Competency segment ‘Personal’

Accountability: Acts responsibly. Can be counted on to keep commitments. Complies with the intent of policies, procedures and agreements. Builds others' trust in own professionalism, integrity, ex pertise and ability to get results.
Communication: Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style, tools and mode to the needs of others. Listens attentively, and summarizes or asks questions, when needed, to clarify information.
Self Management: Remains calm, objective and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure. Stays positive.

Expected years of experience

3 years experience within a cross-functional / matrix type organisation.
2 years expert knowledge on how the Company network (both core transport, same day transport as well as ELCs / SPCs) operate globally.
Experience as a logistics operations or customer services manager with an intrinsic knowledge of Company’s network operations and logistics operations.
Basic knowledge of the principles of supply chain management. (desirable)
Experience with the several systems and databases used within Company and by its partners for performance measurement purposes. (desirable)

Educational Qualifications