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 visit www.dpdhl.jobs/express"

ABOUT THE ROLE :

Manage and drive Operations Service Quality and performance across the network by analyzing KPIs, monitoring transit time and operational processes, and coordinating improvement initiatives across Gateway, Service Centers and Maghreb countries to ensure optimal service, cost efficiency and customer satisfaction.

YOUR TASKS :

• Monitor and analyze Operations performance indicators (Transit Time, Delivery, Exception handling, process quality, NOEP KPIs such as SPR and SPORH).
• Provide regular reporting and analytical insights to identify performance gaps and drive continuous improvement.
• Control and coordinate Operations performance across Gateway, Service Centers and Network Operations (GOPS / GTW).
• Manage end-to-end shipment visibility and ensure data accuracy across the network.
• Lead Quality Control Center (AQCC) activities to ensure real-time monitoring and rapid response to service incidents.
• Supervise Network Control Group (NCG) activities including tracing, flight monitoring and incident management.
• Coordinate with internal stakeholders (Gateway, Ops, Customer Service, Sales, Finance, IT) to ensure smooth operations and service delivery.
• Provide proactive communication on service disruptions and ensure timely escalation and resolution of incidents.
• Support Customer Operations Group (COG) with reporting, post-sales support and customized solutions.
• Develop and implement Operations Performance Plans aligned with regional and global objectives.
• Identify operational constraints and implement corrective action plans with stakeholders.
• Support audits (ISO, TAPA), training programs and business continuity planning (BCA).
• Lead or participate in local and regional projects to improve service quality and operational efficiency.
• Ensure compliance with DHL policies, GSOP standards and global operational guidelines.
• Support Sales and commercial teams with operational insights, customer solutions and performance updates.
• Monitor revenue and cost implications of operational activities and identify revenue leakage opportunities.

YOUR PROFILE :

Bac +4/5 in Business, Logistics, Transportation or related field.
Minimum 3 to 5 years of experience in Operations, Service Quality or Network Control Group.
Strong analytical and problem-solving skills with ability to manage multiple projects.
Good knowledge of operations processes, KPIs and performance management.
Advanced skills in Excel; Access or data tools knowledge is an advantage.
Good command of French, spoken and written.
Strong communication, coordination and stakeholder management skills.
Ability to work under pressure in a complex and fast-paced environment.

Competencies:
Customer Orientation: Understands customer needs and ensures service solutions meet expectations.
Planning & Organizing: Structures work effectively to manage multiple priorities and meet deadlines.
Decision Making: Takes informed and timely decisions based on data analysis and operational context.
Influencing: Engages stakeholders and drives alignment across functions to achieve results.
Communication: Provides clear, structured and timely information to internal and external stakeholders.
Commitment to Excellence: Drives continuous improvement and strives to exceed service quality standards.
Team Leadership: Supports collaboration, development and alignment across cross-functional teams