Service Quality and Ops. Programs Specialist DHL WORLDWİDE EXPRESS TAŞIMACILIK VE TİC.A.Ş. İstanbul(Avr.)(Bağcılar)


Job Description:

* To apply analytical expertise and reporting services to key operations performance indicators in order to identify opportunities to improve service quality and drive down costs.

* To provide expertise in operational performance KPIs Business Rules and support generation of Business Rules for new KPIs.

* To work to identify performance gaps and initiate appropriate improvement response to address the issues in conjunction with the functional owners (e.g. Ground Ops, Gateway, Service Centre, Sales, etc).

* To use existing tools and methodology to conduct in-depth analysis to identify issues, problems and opportunities.

* To develop or enhance tools and methodology to improve analytical and diagnostic effectiveness.

* To conduct on-site observations and root cause analysis with business entities to accurately identify service gaps, and to prepare detailed analytical reports on these findings.

* To conduct on-site audit & operational compliance Global SOP reviews on Ground ops and Gateway processes to ensure compliance to standards.

* To keep track of actions that are taken to address identified problem areas and monitor performance for improvements.

* To ensure performance reports are produced according to business rules and distributed according to the agreed timetable.

* To manage the provision, input and maintenance of Country Service Information in Global Reference Database and Operational Capability Management systems and other DHL information and data repositories to meet Operations & Network requirements, and to coordinate Network Alerts and daily Operational updates to the Network where required, and to support Customer Operations (COG) Business projects by providing required information and data.

* To monitor and analyze performance provided to defined customers and define appropriate actions to improve performance.

* To provide technical expertise and solution to Country Operations Director, Operations Management and all other functions within company for issues related to Service Quality and Operations Programs.

* To provide required data and configuration setup for Operations Programs, to perform user acceptance tests, release-to-production tests, planning, training and execution for the deployment and utilization of global or local Operations Programs and any other cross-functional business systems that are related to operational processes and systems.

* To support operations teams and also other functions by providing expertise for the utilization of business systems in daily operational activities and initiate corrective actions 

The Person

  • * Bachelor degree in related fields such as Business, Economics, Mathematics, Engineering, Statistics etc.

    * Excellent command of both written and spoken English

    * Minimum 2 years of experience

    * Strongly numerate, analytic thinking and problem solving skills

    * Excellent organization/time management skills

    * Willingness to work under challenging circumstances and environment

    * Comfortable in communicating with diverse individuals

    * Good level of MS Office applications, especially MS Excel

“DPDHL is an equal opportunity employer and promotes diversity in the workplace.”



Years of Experience:

2 – 10 years of experience

Level of education:

Bachelor’s(Graduate), Master’s(Student), Master’s(Graduate)


English( Reading : Advanced, Writing : Advanced, Speaking : Advanced)


Company Industry:

International transportation

Job Role:


Job Type :

Permanent / Full-time

Position Level:


Number of vacancies:

Not Specified

Job Location:


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