SSC Manager - Working at DHL BLC Bang Sao Thong

Job Description / Main Roles and Responsibilities

1.Client Relationship & Operational Escalation Management: Manage relationships with Key Stakeholders / Clients and serve as the Escalation Point for complex issues regarding operations, WMS/ERP systems, or inventory, in collaboration with the Operation Manager and Contract Manager.

2.Performance & SLA Management: Define and oversee Key Performance Indicators (KPIs) including Service Level Agreements (SLAs) for the SSC team.

Control and verify the accuracy, completeness, and reliability of operational reports on a daily, weekly, and monthly basis before submission to clients or management.

3.Process Improvement & Automation: Analyze, evaluate, and improve work processes within the SSC center to achieve Standardization.

Implement technology and automation (such as advanced MS Excel, Power BI, or warehouse management systems) to reduce errors and increase operational efficiency.

4.Team Leadership & Capability Building: Manage, set goals, and evaluate the performance of the SSC team (including Supervisor and Staff levels).

Plan training, develop team skills (upskilling/reskilling), and structure manpower to align with workload volumes.

5.Cross-functional Collaboration: Coordinate strategically with Warehouse Operations, Transport, IT, HR, and Accounting/Finance teams to ensure smooth service delivery to clients.

Qualifications: Education: Bachelor's degree in Logistics Management, Supply Chain, Business Administration, or related fields. Have at least 5–7 years of experience in Customer Service, Warehouse Management, Delivery Management, or Logistics/Supply Chain fields, with at least 2–3 years of experience in a Leadership/Management role. High proficiency in Microsoft Office, especially advanced MS Excel for Data Analysis & Reporting. Knowledge and understanding of Warehouse Management Systems (WMS), ERP systems, or Data Visualization tools (such as Power BI). Very good English communication skills in speaking, reading, and writing (Professional Working Proficiency); able to use English in meetings, negotiations, and preparing management reports. Excellent Customer Service Mindset & Stakeholder Management and negotiation skills. Analytical & Problem-Solving Skills and decision-making skills under pressure. Leadership, People Management skills, and strong interpersonal communication skills.