Role Profile Organisational Background Information
BMR title / Role title Network Control Group Agent Corporate Division Express Business Division Operations Business Unit Operations Overall Role Purpose Ensure that all flights alerts, shipment and service information (electronic and/or manual) is retrieved and actioned on time and that any required paperwork or data entry is accurately prepared and entered for transmission to the relevant destination on time. Reports to Network Control Supervisor Band
Scope of Role
Budgeted T/O in m or bn € [year] Number of countries covered [year] No. Of FTEs [year] Direct/Indirect reports [year]
N/A Size of budget or assets in m or bn € Expected profit of business in m or bn € Other relevant dimension Other relevant dimension
DHL Customers and DHL Network n Provide a tracing service for the network and interface with local country customer service on service problems and enquiries. n Proactive and immediate response to all customers.
CSI Internal
DHL Network Service (Operation) Centres § Carry out any administrative task that is required for the Operations Centre § Perform network and administrative duties on behalf of the Network Control Group in order to provide and disseminate network and shipment information generally within tight time frames. § Respond to tracing request from the network
NCG KPI achievement Stakeholder External Airlines & other linehaul providers, suppliers n Space booking for both own charter and commercial airlines. n Deal with airlines to gain additional space for emergence request. Third party shuttle vendor n Contact third party timely for special request from Network. Offload achieve RO target. Internal Gateway and Hubs · Handle operational communications with other Gateway and Hubs regarding inbound & outbound operations, adhering to standards and protocols for pre-alert, faxes, e-mails, STM and other communications with the DHL network. · Timely and accurately response to all requirement from Network.
Local country office § Interface with local country customer service on service problems and enquiries.
T.T. performances achieves RO target.
Process
Requests Management § Actions for all inbound alerts and transmit the information to the relevant parties. § Answer all incoming shipment / service requests to ensure compliance with the network response standards.
Data Management § Enter accurate data for inbound/outbound shipments and/or flights where required is entered and maintained. § Ensure data is sent to the correct sectors for all flights logged in the computer database for transmission to the final destination.
Service Information & Network Communication n Proper reporting for all incident and gateway performance to the Network. n Identify and action exception handling according to exception handling procedures, including proactive updating the relevant databases. n Prepares daily operations/recap summaries and disseminates to the network. n Reports on progress and resolution of incidents, e.g. offload issues, alternative uplift and security cases.
Achieve RO TSP requirement.
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 through provision of value-added inputs into the organisation’s business processes. - Act as a mentor for the trainees/ Government Apprentices/ Probationers and train them. - Impart First Aid training to the employees. - Conduct refresher course for the employees. - Imparting on-the-job training to new comers, trainees/ apprentices, evaluating their progress during the training period and recommending – for probation or termination – based on performance. - Recommending leave for the trainees/ apprentices/ probationers. - Performance appraisal/ recommending salary increase of the trainees/ probationers. - Selection of trainees/ apprentices, assessing the candidature and recommending.
· Informal influence to enable improvement and change within the organisation
Skills / Qualifications
Key capabilities
Skills § Software skills (Word, Excel, PowerPoint, etc.) § Communication skills (English),spoken and written
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, expertise 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.
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0 to 3 Years 
Salary not disclosed 
Bangalore
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