AddressThe Position
A key member of the SA, WA & NT executive leadership team, the Operations Excellence Manager is responsible for service analytics, process improvement, compliance and internal auditing for the entire region.
The role works closely with senior management to improve the efficiency and effectiveness of the overall operation, whilst ensuring strict compliance to the policies and procedures governing the business.
This is an exciting opportunity for someone with strong analytical and people skills, that is driven to achieve results. Leading a small group of analysts, this position is instrumental in driving service excellence across the region.
Key Responsibilities
Process Improvement Initiatives
- Design and implement the service improvement strategy across the region.
- Develop and mentor a team of analysts in compiling, reviewing, analysing and reporting on all aspects of service, process improvement and compliance KPI’s for the business.
- Identify, develop, evaluate and recommend action plans, service improvement opportunities, job aids, and/or new processes to continued improvement.
- Set standards for service performance and monitoring actual performance against developed standards.
- Planning and controlling operations activities and resources to enhance operations performance.
- Identify and propose continuous improvement opportunities (processes and procedures) within the business based on research and trends.
Audits and Compliance
- Lead quality assurance activities/exercises/projects.
- Review service policies and procedures.
- Conduct internal audits.
- Manage compliance for all areas of the region.
- Maintain ISO-related documentation.
- Recommend corrective action plans for non-compliance.
Experience/Qualifications
- Previous experience in service, quality process improvement or compliance field, including people management experience
- Experience in Lean / Six-sigma methods (highly advantageous)
- Five years’ experience within the transport industry (highly advantageous)
- Proficient in use of Microsoft Office
- Excellent communication skills
- Excellent analytical skills
- Time management and problem solving skills
- Attention to detail
- Ability to work under pressure
- Ability to interpret policies and procedures
The Company
FedEx Express is one of the World’s largest express transportation companies and has consistently been selected as one of the World’s top 500 companies and the World’s Most Admired Companies by “Fortune” magazine. FedEx provides fast and reliable delivery to more than 220 countries and territories.
As TNT and FedEx officially joined forces on 25 May 2016 this role will support both FedEx and TNT businesses within Australia.
The Philosophy
People-Service-Profit (P-S-P). We take care of our People so that they can deliver impeccable Service to our customers who will give us the Profit necessary for FedEx to be successful. Our success in the industry is attributed to our people. Throughout P-S-P philosophy, we have a work environment that encourages employees to be innovative in delivery the highest possible quality of service to our customers. We care for our employees’ well-being and value their contributions to the company.
The Culture
We honour innovation, integrity and commitment. We have many formal policies, procedures and programs to bring out the best in our staff, individually and in teams.
The Mission
We strive to be the best company to work for with the best service and the best brand in our industry.
We are a supportive, caring and passionate team of operations professionals and we pride ourselves on our high performance, high integrity culture. If this position and our working environment sound like the right fit for you, then do not wait and please apply today.
Apply now
