Deliver Cargo business solutions as per the business process/requirements. Implement KPIs to assesses the effectiveness of the changed process and the usage of tools while continuously identifying opportunities to further improve the process and tools based on business demand, industry trend, and technological advancements.
In this role, you will:
· Plan
o Develop and implement a structured approach to ensure the availability of systems and automated interfaces (vendor-supplied or in-house) to meet operational targets and deliver exceptional service levels aligned with operational goals
o Create and execute evaluation frameworks to monitor tool and solution usage by the user community, identify gaps or non-compliance, and outline actionable improvement plans
o Collaborate with managers to identify, prioritise, and plan for the acquisition of tools required to meet objectives, including organising and overseeing proof-of-concept initiatives.
· Deploy
o Guide and support direct reports in defining detailed deployment and rollout plans, ensuring seamless implementation of changes across warehouses and other facilities
o Approve and certify the product following successful User Acceptance Testing (UAT), ensuring readiness for live production operations
o Actively participate in configuring and validating product readiness for smooth production deployment and rollout.
· Lead
o Lead and drive the enhancement of business and system processes within dnata Cargo, ensuring operational requirements are consistently met with the highest standards of service and cost efficiency. Inspire teams to prioritise continuous improvement and innovation
o Oversee, coordinate, and align cargo systems with operational requirements and industry trends to achieve optimal performance efficiencies
o Set a leadership benchmark by comparing systems, service level agreements, work instructions, and processes against leading industry standards, ensuring dnata Cargo remains competitive and ahead of the curve
o Champion customer-centric leadership by understanding and evaluating changes recommended by external customers
o Lead feasibility studies to assess the value of these changes and ensure their incorporation benefits all stakeholders while fostering collaboration and alignment.
· Execute
o Execute and manage the efficient scheduling and implementation of changes in business/system processes, ensuring the availability of systems and automated interfaces to meet operational targets seamlessly
o Perform process audits and assess system workflows to ensure alignment with Service Level Agreements (SLAs) and Standard Operating Procedures (SOPs). Identify gaps, analyse deviations, and execute corrective or new processes in line with industry guidelines
o Collaborate actively with the team to resolve critical process/system issues promptly, ensuring operational continuity and minimal downtime
o Monitor and ensure that all internal and external customer complaints or cases are resolved within agreed SLA norms, prioritising timely execution and customer satisfaction
o Support the implementation process by assisting the Business Technology Improvement Controller in analysing changes and recommendations for effective deployment
o Proactively recommend and execute preventive measures by analysing reported system, tool, and interface issues to mitigate risks and enhance system reliability.
