DHL Express currently has an opening for an Operations Manager - Service Centre in our Hamilton, ON facility.

Responsibilities:

- Establish superior customer service performance indicators and meet/exceed standards for on-time delivery, tracing, dispatch & claims, including missed pick-ups; scanning compliance; and overall service quality.

- Responsibility for the cost optimization of the facility.

- Manage employee/labour relations through appropriate application of Collective Agreement.

- Manage all local Human Resources issues in alignment with Human Resources team.

- Ensure successful implementation, continued application and maintenance of Track and Trace technology including scanning compliance - P & D; on-hand; linking multi-piece shipments; transfer to agents.

- Monitor & improve EBIT through profitable revenue growth, management of P.U.D. costs, handling; and on-time data entry.

- Assist in the development of the long & short-range service centre objectives and plans for attainment.

- Prepare the service centre profit plan and submit for approval and execution.

- Identify & track route service standards and adjust operation as required.

- Organize, assign responsibility and develop, through training & counseling, competent branch staff, providing opportunities for growth and promotion.

- Provide leadership, through appropriate decision‑making, communication and motivation, to get service centre management and staff to effectively perform their duties.

- Ensure staff compliance with established Company standards, policies and procedures including workplace conduct,



Occupational Health & Safety, Transport of Dangerous Goods, and WCB.

- Keep informed on general business conditions and activities of current and potential competitors.

- Process branch paperwork and prepare required reports & statistics.

- Where applicable, travel to and manage outlying depots.

- Achievement of area branch Track & Trace targets.

- Implement continuous improvement initiatives.

Requirements:

- Excellent interpersonal skills.

- Proven experience and success in leadership positions.

- Demonstrated general accounting, finance & administration experience.

- Good communication skills - written & verbal.

- Demonstrated ability to successfully manage multiple tasks/priorities.

- Implemented measurements & strategies to attain goals within time constraints.

- Proven work experience in a union setting and negotiation skills.

- Demonstrated analysis & problem‑solving skills.

- Word processing & spreadsheet experience.

- 3-5 years management experience in a medium to large service company, preferably transportation.

- University degree (in appropriate discipline) or equivalent experience.

- Demonstrated experience implementing quality/process improvement initiatives.

University degree in an appropriate discipline or equivalent experience; 3-5 years management experience in a medium to large service company, preferably transportation; proven experience in a union environment with negotiation skills; demonstrated accounting, finance and administration experience; strong analytical and problem‑solving skills.

📌 Operations Manager - Service Centre (Canada)
🏢 DHL Express
📍 Canada