Manager, Operations and Account Management, APAC

This role assumes overall leadership and general management responsibility for a regional account within Service Logistics Specialist Customer Solutions (SL SCS), overseeing warehousing, domestic and international transportation, and customer service operations.

The role provides endtoend accountability for operational performance, people leadership, business growth, and solution strategy, driving warehousing and transportation excellence across APAC. It represents SL SCS APAC in senior stakeholder forums and ensures contracted performance, customer satisfaction, continuous improvement, and compliance, while promoting the SCS value proposition and partnering closely with internal teams within the DHL Group to deliver costeffective, highquality logistics solutions.

• Ensure annual business plans are achieved, including revenue, EBIT, service levels, and strategic/tactical initiatives.
• Act as the regional champion and serve as the primary liaison with the customer and SCS Global Account Manager.
• Lead the regional accounts operating across multiple countries, driving operational performance, customer engagement, business growth, and profitability.
• Strengthen SCS APAC integration with the customer by connecting all operations within the DHL Group, fostering a bestpractice sharing community, conducting regular business reviews, and leveraging operational synergies.
• Ensure accurate and timely billing to prevent payment delays.
• Serve as the primary escalation point for APAC operational matters involving customers, suppliers, customer vendors, and auditors.
• Lead regional and direct operations teams (approximately 9 FTEs based in Singapore, Malaysia, and India).
• Provide management oversight to extended SCS teams in five additional APAC countries not under direct regional management.
• Ensure countries manage endtoend SCS operational processes, including warehousing, transportation (import, export, domestic), reverse logistics, and customer care, in accordance with agreed Scope of Work (SOW) and KPIs.
• Lead and manage remote teams effectively, ensuring strong governance, control, and accountability.
• Develop and execute short and midterm SCS business plans aligned with DSC strategy and customer business objectives.
• Maintain the appropriate balance between DSC priorities and customer imperatives, ensuring full compliance at all times.
• Align regional initiatives closely with Global SCS strategy, ensuring consistency and scalability.
• Maintain strong, collaborative relationships to support operational excellence, service continuity, and growth initiatives.
• Ensure all projects are planned correctly from inception and executed through to successful completion.
• Drive continuous improvement and performance excellence across SCS teams.
• Motivate, coach, and develop teams to elevate performance and capability, even in remote and matrix environments.