International IE Section Mgr

Primary Job Posting Location:

Concord, Ontario Canada

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Job Description:

Job Purpose:

The Service Excellence Manager supports the domestic Small Package function to ensure it meets and exceeds customer service and quality objectives. The Service Excellence Manager assists with the development, assessment, and alignment of service goals with company objectives. This position also supports the implementation of training activities and provides operational support.

Job Duties & Responsibilities:

• Establish and maintains best practices. Works with Management Team to ensure all management adheres to internal business practices. Mentors Management Team on quality effectiveness through self-assessment. Conducts best practice audits through the Business Process. Conducts service performance evaluations in a consistent, fair, and objective manner to encourage continuous performance improvement. Reviews process to validate internal business practices. Recommends business practices, improvements, and changes. Identifies, Recognizes, and Promotes "goal achievers"- those managers achieving goals through increased quality effectiveness. Provides direction for the Quick-Look process to achieve 100% assessment of all operations with a 2nd assessment in most help needed operations (as needed). Assist/Provide guidance during scheduled Service Excellence approved audits in high impact facilities.
• Analyzes Customer and IBP perspective elements. Identifies Top 20% High Impact operations by element. Targets non-performing elements or supporting elements. Targets non-performing sub processes. Evaluates Business Assessment process results. Develops and recommends improvement initiatives to target high impact processes and high impact operations for improvement. Improvement initiatives may include: Management training, best practice implementation and certification, new control logs, targeted informal assessments. Uses analysis to support personal monthly action plans (includes "go-looks", BRM visits, process reviews, formal and informal assessments). Implements strategy to reduce daily service failures: Conducts unannounced Service Excellence approved QLA assessments on high impact operations and identifies areas needing improvement. Findings reported to District Manager, District Operations Manager, and District IE Manager.
• Provides assistance for train the trainer to support Small Package service. Serves as the Subject Matter Expert on visibility and root cause analysis. Certifies new Business Managers in service tools - SEAS, GEAR, I-Gate Analysis Tools, etc. Determines & provides employees' training needs to aide in continuous development. Resolves individual and group performance issues in accordance with UPS's policies and procedures in a timely manner to motivate and foster teamwork. Assesses impact of ROI driven activities and provides support for the Service Excellence Engineer for high impact projects.

Required Skills & Qualifications:

• The Service Excellence Manager will be the Subject Matter Expert on customer service and the company's standards. This position will require a strong critical eye in order to foresee Operational issues, implement cost effective, safe, and efficient service solutions. Those in this position need to be self-starters, independent thinkers, and able to work well with Operational Leadership.
• Bachelor's Degree or international equivalent (suggested in the areas of Industrial Engineering, Project Management, Business, Supply Chain and Logistics Management, or a related field)
• Intermediate to Advanced Knowledge of Microsoft Office Products, such as Excel, Access, Word, and PowerPoint Strong Written, Verbal Communication Skills, and Presentation Skills for Senior Leadership
• Capability to Manage Multi-Million Dollar Projects, Assets, and Operations

Preferred Qualifications:

• Either Six Sigma or Lean Certification
• Strong Data Analytics Skills and Financial Analytics Skills
• Ability to Research Trends and Best Practices to Develop Industry Knowledge and Expertise
• Strong Soft Skills, such as Conflict Resolution, Emotional Intelligence, Problem Solving, Organization, and Time Management
• Knowledge of Warehouse Operations, or Knowledge of UPS Package/Hub/Feeder/Air Operations
• Knowledge of Internal UPS Tools and Technology, such as SEAS, LIR, ESR, NRT, PRR, DIR

UPS is a diverse and equal opportunity employer. Accommodations are available, on request, for candidates with disabilities taking part in the recruitment process. If you are selected to participate in the recruitment process, please advise if you require accommodation for a disability.