Organisational Background Information
BMR title / Role title: Service Centre Operations Agent
Corporate Division: Express
Business Division: Operations
Business Unit :Network Operations
Overall, Role Purpose
Effective sorting and processing of outbound and inbound shipments at
the service centre with respect to service standards, productivity and
operating procedures/Global SOP. Can be deployed on route to perform
courier roles if and when a business need arises.
Reports to: Service Centre Manager
RCS Grade: RCS O
Scope of Role
Sorting & Processing of Shipments.
Process Compliance Other relevant dimensions.
Effective sorting and processing of outbound and inbound shipments.
Compliance to DHL procedures, Policies and the Global SOP.
Courier responsibilities – deployed on route, when necessary, as a perbusiness needs.
Accountabilities
Key activities Overall goals / Typical measures
KeyResponsibilities:
▪ Reweigh of Outbound (OB) shipments
▪ Sort and bag Out-Bound shipments as per the Standard Operations bagging guide.
▪ Sort In-bond (IB) shipments as per the courier routes/loops plan.
▪ Sort & process 3rd party onforwarding of Inbound shipments.
▪ Inspect & process Out-Bound shipments from 3rdparty agents.
▪ Process all Out-Bound shipments in a timeous manner to ensure they catch correct/targeted
flights.
▪ Ensure all shipments in the SVC warehouse are correctly scanned for visibility to the network.
▪ CIA paperwork imaging for all WPX Out-Bound shipments
▪ Housekeeping, DHL 5s approach in thewarehouse.
▪ Proactive reporting of any faults on Operations systems or equipment to ensure Operations
are not impacted.
▪ Punctuality and effective pre-shift planning.
▪ End of shift reports and handover.
▪ Execute any other responsibility assigned by Service Centre Operations Supervisor or Service Centre Operations Manager.
▪ Observe Safe Work Practice (SWP)
▪ 100% compliance to Global(SOP), Standard operating procedures and policies.
Key Performance Indicators
1) % Total IB & OB DOX/ECX/WPX -SC
2) % Total IB & OB DOX/ECX/WPX –NC
3) % Origin Outbound Failure DOX/ECX/WPX –SC
4) % Destination Inbound Failure DOX/ECX/WPX –SC
5) % Overall Checkpoint Return 15 min
6) % Total Re-Weigh(RW) vs Shipment Details (SD)
7) % Piece Re-Weigh
8) % Out-Bound (OB) Paperwork Imaging
Skills / Qualifications
Key CapabilitiesSkills:
▪ Software skills (Word, Excel, PowerPoint, etc.)
▪ Communication skills (English), spoken and written.
▪ Excellent interpersonal skills
▪ Flexible and ability to adapt to change in a positive manner.
Competences:
Competency segment ‘Business’Customer Orientation: Is focused on identifying and understanding each
customer’s needs. Expresses and acts on desire to assist customers in an efficient and friendly manner.
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. 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.
Competency segment ‘Leadership’:
Developing People: Facilitates the development of others through personal
involvement in coaching, mentoring and sponsorship. Creates an environment
that fosters learning, growth and development to improve DHL’s capability to
achieve the strategic vision.
Building and Leading Teams: Encourages effective
cooperation among team members and between teams. Inspires team spirit
and the commitment to achieve high standards of performance.
Competency segment ‘Personal’:
Influencing: Persuades others of the value of an approach or idea. Gains commitment and support and gets others to willingly take action.
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.
Commitment to Excel: Challenges self and others to exceed standards and achieve extraordinary results, striving for best in class. Is not easily deterred when obstacles or delays are encountered.
