On Site Operations Manager - Central London

United Kingdom DHL Express req78123 15/05/2019

Exciting opportunity to join our Onsite Management team, covering Central London. If this is something you would be interested in, please read on...

Role Purpose:

The role of the On-Site Manager is to plan, manage and drive an area of operations within Customer Premises and ensure daily productivity, quality, connectivity, costs targets are met and standard procedures are followed. The post holder will be required to provide leadership and motivation to a team of On Site Operators and to monitor their productivity, development and satisfaction.  You will provide hands-on operational support where required.
Alongside the day to day management of the on-site operation you will be required to liaise and attend Commercial / Customer meetings giving insight and understanding into the Customer needs identify any threats, opportunities associated with the account and manage via incumbent or Commercial/Operational lead accordingly.

Success Criteria:

Reporting to the Customer Process Manager, this post holder is responsible for the day to day leadership and management of a team of On-Site Operatives (max 10 direct reports)
Managing the process within Customer Premises  you will be expected to ensure the highest performance levels are provided to the Customer, Country and International network maintaining the required communication and cooperation with other functional departments.

Specific Role Challenges (key focus areas/challenges expected for post holder)

Managing and motivating a diversified work force
Seeing trends and recurring issues while dealing with daily operational pressure
Ability to effectively cooperate with other DHL departments and people, often without opportunities of meeting face to face
Ability to translate overall budget, operational and productivity targets into tangible daily actions


Ensure compliance to Regional and Country processes, policies and procedures, and any local external regulatory requirements, that relate to the services provided. 

Identify potential delays or service errors, recommending and implementing the appropriate actions to resolve problems to the customer’s satisfaction.

Develop knowledge of complex custom clearance procedures, specifically in relation to the Clinical Trials area. (If applicable)

Manage the operational cost drivers to ensure P&L and cost targets are achieved.

Within financial guidelines, plan, monitor and control expenditure on areas such as overtime, Agency and suppliers.

Only in instances where internal users are under-resourced, provide additional assistance with the processing of shipments.

As directed by Customer Process Manager and client, undertake other ad hoc tasks, reports and analyses, and maintain awareness of other, developing DHL systems and general technology in order to maximize business benefits for DHL and add value to the service provided to the customer.

Support the effective implementation and deployment of Regional and Country projects, programs and initiatives within the Customer Premises.

Ensure development of procedures, work methods and manuals as user friendly as possible.

Ensure compliance with DHL security policies and procedures, standards for first aid and Health & Safety and environmental guidelines.

Complete daily and monthly reporting templates, on for example “Courier spend by cost centre”, in order to identify and maximize the business benefits of areas for cost-saving initiatives and opportunities.

Ensure DHL equipment inside Customer premises are kept in optimum operating conditions to warrant an efficient operation.

Responsibility for ensuring all H&S aspects are covered, for remote working situations of employees within scope of responsibility.  This includes all Risk Assessments, Safe Systems of work and any other associated H&S processes.

From time to time maybe required to work additional hours in order to fulfill the duties/obligations outlined above. Any additional hours worked is to be in accordance with DHL's contract of employment with On-Site operator i.e. adequate notice, pre-agreed O/T or Lieu time etc.


Ensure thorough knowledge of Customer through frequent involvement within the Internal departments on Customer Premises, attending Monthly & Quarterly reviews.

Liaise directly and in a timely manner with Project Manager to advise them of issues or delays along with planned corrective action, so as to maintain a two-way communication flow and minimize customer dissatisfaction.

In conjunction with the appropriate DHL function and where legitimate obstacles are identified, research and recommend alternative service solutions

Train and educate client organization, or designated contractor staff in DHL processes

People Management:

Lead the training for employees in necessary areas

Ensure the Customer Process Manager is advised on any potential problem areas, including suggestions for improvement

Ensure that the team is provided with clear performance standards and is staffed, coached, trained and motivated to meet set targets

Perform the Motiv8 process for all team members within the agreed timeframes to manage individual performance and job satisfaction

Responsible for all recruitment hire / fire decisions in related area of responsibility. 

Provide leadership and support to teams and be highly visible within the Customer Premises

Skills/Experience & Educational Background:

Customer Orientation – Ability to resolve Problem when presented to ensure no impact to Customer

Planning and Organization : Must be able to manage large geographical variances and the challenges this brings.

Commitment to Excel - Maintain optimal operational/customer performance within his/her area, including staffing levels.

Business Acumen - Maintain P&L against budgeted expenditures by Planning for Holiday and Managing absence.

Building & Leading Teams – Motivate a diverse workforce across a large geographical area


GCSE / equivalent required

H&S trained to relevant standard / qualification. (Training will be provided)

Dangerous Goods Road & Air qualified (Training will be provided).


2 or more years of experience in related field of expertise, specialising in either Commercial or Ops environment, preferably with supervisory or people management experience. 

Facts and Figures

  • Working Hours


  • Business Unit

    DHL Express UK

  • Travel Required

    More than 75%

  • Employment Type

    Permanent Full-Time

  • Work Permit Required


  • Shift Requirement

    Day time only