Head of Operations - Order Management Solutions Department (Ho Chi Minh City)

1. Job Purpose
• Own the full PnL of Order Management Solutions (OMS) in the country.
• Lead the end-to-end OMS service in the country, ensuring customer requirements are met through consistent operational execution, strong stakeholder management, and continuous service improvement.
• Drive OMS performance, productivity, compliance, billing accuracy, customer satisfaction, and process excellence while developing a high-performing team aligned with DHL leadership attributes.
2. Job Information
• Report to Head of Ocean Freight (Country)
• Dotted-line report to Head of Order Management Solutions (Asia Pacific)
• Working location: 8th Floor, Etown 5 Building, 364 Cong Hoa, Tan Binh Ward, Ho Chi Minh City
3. Main Accountabilities
• Manage team for handling multiple accounts/geographies in the country.
• Handle supply chain management solutions for country origin of global clients.
• Monitor team performance on service delivery, booking and Purchase Order (PO) management, planning and co-ordination for the client.
• Oversee the implementation of new business to ensure smooth customer onboarding, clear operational handover, and sustainable service delivery.
• Drive operational excellence and exceptional customer service by overseeing OMS Customer Service Team, monitoring performance, and leading continuous improvement in quality, productivity, and efficiency.
• Manage customer complaints and enquiries professionally, develop strong relationships with existing customers, and provide accurate service performance reporting.
• Design, implement, and standardize appropriate operating processes to ensure smooth, compliant, and scalable OMS operations.
• Handle complex operational issues independently by identifying root causes, making timely decisions, and initiating corrective and preventive actions.
• Ensure compliance with industry regulations, applicable laws, internal policies, and DHL global standards and processes.
• Own OMS country performance, including budgeting, forecasting, volume monitoring, cost control, productivity improvement, profitability tracking, and billing accuracy to avoid revenue leakage.
• Lead process excellence initiatives, system adoption, automation opportunities, SOP governance, training records, and audit readiness across OMS operations.
• Provide strong team leadership in line with DHL leadership attributes by coaching and supporting the team, conducting performance reviews, fostering collaboration and continuous improvement, and ensuring individual and team success.
• Drive talent management, recruitment, succession planning, and team development in close collaboration with HR.
• Drive increase in CFS share of wallet in country operations. Pitch value added services to potential customers for higher revenue streams.
• Ensure CFS performance review, facility survey and ensure OMS is provided the best vendor services at optimum cost. Ensure all relevant certifications are in place to allow conduct of business through contracted CFS premises.
• Manage relationships with carriers, warehouses, truckers, depots, GSC, internal product teams, and other service providers, including service performance monitoring, issue resolution, and improvement opportunities.
• Perform other tasks and responsibilities as assigned by the Head of OFR.
• Maintain extensive engagement and negotiation with internal departments, customers, vendors, GSC, and third parties, including situations where priorities or objectives may differ.
• Influence, challenge, and align key stakeholders effectively to drive service quality, operational performance, and customer-focused outcomes.
• Develop strong and trusted cross-functional relationships with senior DHL business leaders, country teams, product teams, sales, finance, HR, and compliance stakeholders.
• Champion cooperation and partnership to deliver integrated solutions, resolve operational issues, and support business growth.
4. Process
• Ensure team meets client expectations and ensure the client KPI are met.
• Ensure team meets internal KPI set for the team.
• Ensure team follows exception management related to receipt and verification of PO details, validation and confirmation of bookings.
• Ensure data integrity and data protection within the team in line with customer requirements and non-disclosure agreements.
• Ensure team conducts carrier discussions and ensure carrier allocations are adhered to for all clients.
• Ensure team performs regular vendor review and vendor engagement programs.
• Ensure trainings are regularly conducted for team and also service providers and vendors.
• Ensure customer programs are implemented in liaison with regional team and destination teams.
• Conduct performance review and periodic assessment of team.
• Represent OMS with customers and seek leads for additional business in conjunction with regional.
• Ensuring cost booking and timely invoicing of OMS activities by team.
• Ensuring timely verification and payment of vendor invoices on agreed credit terms.
• Ensure service provider invoices are settled within credit period and in compliance with DHL standards (ISO 9001, ISO 27001, ISO 22301).
• Act as the OMS focal point for escalation management, process alignment, service governance, and customer implementation support.
5. People Management
• Lead multiple OMS teams and team leaders/managers, ensuring clear direction, accountability, performance management, and employee engagement.
• Develop short- to long-term plans to optimize the organization, operating model, resources, capabilities, and talent required to execute OMS strategy.
• Ensure workforce planning, workload balancing, training coverage, succession readiness, and capability development to support stable and scalable operations.
• Develop a team spirit and multitasking capabilities within the team.
• Develop IKOs/KPIs with team members and monitor individual performance.
• Identify training needs and opportunities to develop a highly skilled functional department.
• Conduct performance appraisal, including coaching.
• Strong problem-solving mentality.