Senior Manager CS Tools and Technology, Al Hadd, Bahrain

This job is OPEN to APPLY for ALL Nationalities, unless otherwise specified.

We need a Senior Manager CS Tools and Technology,

YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.

Would you like to become part of the world's most international company in the world?

A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.

Join our team and discover how an international network that's focused on service, quality and sustainability, is able to connect people and improve lives through the power of global trade. And not just for our customers, but for every member of our team too. To learn more about our culture, motivated people and our purpose, please visitwww.dpdhl.jobs/express

Do you want to make a difference? Then come to our "Insanely Customer Centric" Team and become a Certified International Specialist!

Overall Role Purpose

Manage and lead the strategic deployment and continuous enhancement of Customer Experience tools and technologies across the MENA region. Drive digital transformation initiatives within the Customer Service function, ensuring alignment with global standards and leveraging innovation to improve customer satisfaction, operational efficiency, and cost effectiveness.

Your Tasks:

Customer Service:

• Work closely with Global, Regional, and Country Customer Service Heads to identify, develop, and support ongoing customer service activities and technology deployments that align with corporate and regional business objectives.

• Champion digitalization by identifying and implementing emerging technologies (e.g., AI, automation, data analytics) to enhance customer experience and streamline service operations.

• Lead and develop standardization & harmonization of tools, processes/standards/programs

• Manage cross-functional projects related to customer service technology and tools, ensuring they are delivered on time, within budget, and meet quality standards.

• Assist in the execution of general assignments related to the customer service function, demonstrating flexibility and adaptability to evolving business needs.

DHL Customers:

• Act as the primary contact point for customer service-related matters, facilitating communication and coordination of customer issues to ensure timely resolution and alignment with regional initiatives.

Vendor Management & Stakeholder Engagement:

• Oversee the work of external consultants and vendors, ensuring deliverables align with business requirements and are completed on schedule.

• Maintain effective relationships with internal and external stakeholders to facilitate project progress and alignment with strategic goals.

CS Tools and Technology:

• Take primary responsibility for the timely, budget-compliant, and high-quality delivery of Tools and Technology in the MENA Region, following DP DHL's standard project management methodology.

• Gather and coordinate regional and country-specific requirements and business capabilities to inform the Business Requirements Statement for global programs/projects.

• Oversee daily management of the delivery of programs/projects/tools/systems, collaborating closely with project members and providing expertise to review and recommend improvements on all project aspects.

• Monitor interdependencies and risks among programs and individual projects, ensuring they are thoroughly assessed, mitigated, and communicated to the Project Board as necessary.

• Manage the change control process, ensuring that the deliverables of programs/projects/tools/systems are completed within the established cost, timeline, and resource budgets, and receive appropriate sign-off.

• Conduct post-implementation reviews to assess outcomes and share best practices and opportunities for future programs and projects.

Finance and Projects:

• Promote cost and productivity management from both regional and country viewpoints, aligning with the overall business strategy (e.g., achieving best-in-class sizing and productivity targets).

• Ensure that all project deliverables are completed on time, within budget, and fulfil the business requirements of both the Global office and regional stakeholders.

Driving Customer Service Excellence:

• Lead and drive customer satisfaction by providing best-in-class standards with a view towards establishing and maintaining a competitive advantage.

• Driving the day-to-day operation of Customer Service departments in compliance with the Centre of Excellence (COE) standards.

• Ensuring COE standards are successfully implemented in countries, and support in COE assessments when needed

• Continuously drive quality improvement by providing support with required tools, systems and processes to coordinate customer feedback through various tools e.g ICCC+, Customer Interaction Study and other forms of customer insights/feedback

Maximizing Revenue Generating Opportunities:

• Identify and promote areas with potential for revenue generation to cross-sell, upsell services including but not limited to (e.g. SI, TDX, EXT and the use of ecom tools).

Standardization and Consistency of Practices:

• Motivating and retaining the best of customer service talents within DHL to enhance customer service experiences for customers and develop staff to the maximum potential.

People – Management:

Assist the Regional Head to:

• Develop high-performance Service Culture by developing KPI’s to support quality performance within the region.

• Prioritize and manage the proper allocation of resources and staff to countries and departments.

Your Profile:

• Minimum 10 years of experience in the customer service field.

• University degree

• Communication skills, spoken & written (excellent)

• Presentation skills (excellent)

• Software skills (Word, Excel, PowerPoint, PowerBI & Visio) - (excellent)

• Possess excellent English language skills, with Arabic as an advantageous additional language.

• Knowledge/Experience on Business Process Model and Notation (BPMN) Systems Engineering or Communications Technology Experience would be advantageous

• Develops and delivers innovative, high-quality services and solutions while maintaining strong customer relationships.

• Secures organizational alignment to meet customer needs and maintains a strategic, global perspective.

• Creates sustainable strategies that position the organization as an Investment, Provider, and Employer of Choice, aligning resources for successful implementation.

• Establishes clear, challenging objectives and regularly reviews progress, championing continuous improvement and innovation.

• Inspires results through empowerment and accountability, providing employees with development opportunities and feedback.

• Communicates personal goals and values clearly, actively seeks feedback for performance improvement, and takes responsibility for personal and professional development.

• Delivers effective verbal and written communication, develops efficient processes and systems, and utilizes advanced work methods and tools.

• Possesses in-depth knowledge of DHL Express products, services, and processes, contributing to strategic discussions and shaping long-term plans.

• Acts as a subject matter expert in Customer Service tools and technology, promoting best practices and building senior-level relationships for continuous access to these practices.

• Influences key stakeholders to effectively resolve conflicts.

Our Offer:

• Strong career support in an international environment.

• Great culture and colleagues.

• Multifarious benefit program.

Do you see a personal challenge in these versatile and responsible tasks? Then apply now!

We look forward to receiving your application!

DETAILS TO REGISTER FOR THIS JOB:
NOTE: Apply to this job with an ATS-friendly CV!

https://careers.dhl.com/global/en/job/DPDHGLOBAL250094IEXTERNALENGLOBAL/Senior-Manager-CS-Tools-and-Technology?utm_source=indeed&utm_medium=phenom-feeds&utm_campaign=organic_indeed



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We support the Far-Sighted, Growth-Oriented Vision announced by the UAE, Saudi Arabia, Qatar, Oman, Kuwait and Bahrain.


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