Summary
Overview
Work history
Education
Skills
Timeline
Generic

Olufemi Hamzat

Sango,Nigeria

Summary

Highly meticulous individual with extensive expertise in administrative procedures. Proficiently manages daily tasks, utilizing robust planning and organizational abilities to ensure timely project completion. Renowned for dedication, I have a track record of effectively supervising administrative functions. Well-versed in optimal resource allocation, scheduling, and personnel management to meet goals. Tech-proficient and continually seeks opportunities for enhancement.

Overview

21
21
years of professional experience
6
6
years of post-secondary education

Work history

Service Centre Manager – North Region Operations

DHL International Nigeria Limited
Abuja
11.2021 - Current
  • Promote and Protect DHL's brand image and interests through networking and active participation in decent social and national activities in Northern Nigeria
  • Maintain and manage cordial relationship with the host communities and government agencies in Abuja, ensuring that DHL meets promptly its unavoidable commitments to community activities whilst making sure that the company is immune from outrageous financial demands
  • Manage customer satisfaction by ensuring the achievement of shipment pick-ups, both scheduled and unscheduled within defined network standards and targets in Abuja
  • Ensure that the station complies fully with provisions of the Global Standards Operating Platform, which details agreed network procedures for shipment handling, messaging and service standards
  • Manage network and domestic traces and ensure implementation of network policy and procedures in the management of undeliverable shipments in Abuja, particularly the use of GEMA and HIC
  • Provide input to country operations budget and subsequent forecasts ensuring that appropriate resources and equipment are allocated to maximize service performance and optimize cost efficiencies
  • Relate regularly with the National Security Manager, in making sure that company assets, property and personnel are adequately protected from theft and harm and DHL Global security procedures are fully implemented and monitored daily as the Abuja Service Centre and at all Agency location in the North where DHL shipments are handled
  • Monitor and ensure optimal staffing in operations and other segments of the station's value chain by making recommendations to the Ground Operations Manager - Nigeria for intervention or to the concerned functional managers where appropriate, with a view to minimizing disruptions in the provision of services to both staff and customers
  • Manage utilities at the station by ensuring regular settlement of bills to avoid disruptions to services such as power, telephone and waste disposal
  • Ensure effective functionality of office equipment and machinery such as Copiers, Printers, Power Generating plants, etc
  • By making sure that suppliers work within agreed SLAs
  • Jobholder to constantly consult with the Admin
  • Administrator when in doubt
  • Manage the administration of terminal charge receipts/customs duties and other cash collections for pick-ups daily at the station with a view to guaranteeing same day remittance and reconciliation of same
  • Monitor and Manage station service, cost performances against targets, and ensure the implementation of actions to reverse identified areas of adverse variances
  • Monitor and feedback execution of actions and escalate issues that are not solvable locally
  • Develop an organizational culture within the station and operations department in particular that nurtures and encourages service excellence, quality and a mind-set of getting it right on the first time
  • Ensure that the team is provided with clear direction and performance standards and is trained and motivated to achieve exceptional targets
  • Carry out regular feedback through one-on coaching, Performance Dialogue sessions and appraisals, in addition to the mandatory by-annual PEAP process for direct reports to manage individual performance and career aspirations
  • Develop, train, coach, support and discipline staff as appropriate with a view to maintaining a strong, competent disciplined and motivated work force capable of delivering company's group goals and aspirations.

Service Quality Manager – West Africa

DHL International Nigeria Limited
01.2013 - 11.2021
  • Manage provision of full transparency on an integrated product portfolio and manage provision of service capability analysis to support commercial with new product launches and hence revenue generation
  • Ensure delivery of comprehensive, timely and accurate reports/data analysis targeting different levels of audiences (Regional functions, Regions, countries, Commercial, Senior Management)
  • Ensure performance trend analysis to identify opportunities to improve service, quality and cost performance and advise Head of Service Quality on priorities for performance improvement initiatives
  • Provide AP Region and countries with comprehensive and effective analysis methods and reporting tools
  • This to underpin and drive global / regional/country performance improvement and management
  • Provide SSA Region and countries with standardized training and documentation to ensure understanding of business rules, correct use of reporting tools and enhance analytical capability in region
  • Manage yearly target setting exercise and methodology for scorecard and DPWN quality targets, supporting the Director Service Quality
  • Ensure yearly scorecard KPI's are defined, created, reported and monitored throughout the year
  • Develop Zone reporting standards to ensure timely, flexible, accessible reports, appropriate and aligned to the operational plans
  • Initiate, manage validation and approve design of reporting systems and analysis / performance management methods and processes (i.e
  • Support Global developments through testing and requirements definition)
  • Manage the provision, input, maintenance and communication of zonal service information
  • Manage appropriate service capability analysis and mapping to support commercial plans and to ensure up to date
  • Identify best-demonstrated practices for reporting and analysis methods and manage their validation and standardization across the region
  • Ensure that countries operations solutions are compliant to Operations SOP's & GSOP
  • Monitor and feedback execution of actions and escalate issues that are not solvable locally
  • Escalate gaps in processes, systems, schedules, etc
  • That prevent locally accountable personnel to bring about turnaround and improvement
  • Manage the Transit Time standards by regular reviews of the TTS and new operational capabilities.

Operations Performance Manager – Nigeria

DHL International Nigeria Limited
Nigeria
10.2011 - 01.2013
  • To manage the improvement of service and cost performance against Regional and Country standards, targets and key performance indicators; focusing on improving operational process / procedures and compliance to GSOP
  • The role will also take the lead on managing operations projects on a day-to-day basis to deliver customised solution, improvements in service and cost performance
  • Analyse, report and communicate country service and cost performance against Regional and Country standards, targets and key performance indicators
  • Define and drive forward country service and cost performance improvement activities and plans in line with Country and Regional imperatives
  • Identify, initiate and drive operational performance improvement actions with local operations entities and other countries to improve the country's inbound and outbound performance
  • Support within the country, service improvement analysis and action initiated by the region or other countries
  • Deliver new and enhanced processes to the evolving business needs
  • Manage the operations processes on a daily basis, resolving issues and initiating corrective action where appropriate using GSOP gap analysis
  • Develop and deliver improvement initiatives at facility level to achieve facility health card performance KPI's
  • Plan and implement regional / country operations processes and procedures at facility level
  • Manage and participate in cross-functional project teams as required
  • (First Choice, DVRA, INSIGHT etc.) Manage the training requirements within operations focusing on performance improvement initiatives
  • Work closely with skills training Administrator in the deployment of training initiatives for operations staff
  • Provide and deliver GSOP, process and system training to continually improve service performance
  • Manage the provision, input and maintenance of country service information to the ESD/GREF and other DHL information and data repositories to meet network requirement.

Quality & Service Performance Coordinator

DHL International Nigeria Limited
Nigeria
01.2008 - 10.2011
  • Collate and communicate service performance and capability information required by third party Agencies to maximize their performance
  • Review implementation and maintenance of all SOPs (Standard Operating Procedures) thereby ensuring conformity with these policies and procedures thus, guarantee the continued availability of critical DHL information
  • Review service performance as well as process quality and monitor complaint handling by third party agencies and satellite stations to ensure customers satisfaction
  • Accompany the external auditor during external audits of the country i.e
  • Network Audit (GSOP) or SON Audit (ISO9001:2015)
  • To gather, analyse, monitor and compare target business relevant data, to audit adherence to Global Standard Operating Procedure and provide support regarding quality issues (ISO9001:2015)
  • Produce regular and ad hoc reports for regional and local management use
  • Identify and report performance and data shortfalls of by 3rd party agencies in the country and propose improvement actions
  • Monitor SAM, HIC, CSLite, and OPMS to ensure that third party agencies and satellite station's compliance to service performance and country KPIs.

Information Security/Publication Coordinator

DHL International Nigeria Limited
Nigeria
02.2006 - 09.2008
  • Edit, collate, and circulate a newsletter (Service news) every six weeks for disseminating information and other activities within the region
  • Contributing articles to other DHL organs of communication
  • Review Information Security in the regions by monitoring Local Quality Representatives in DHL Nigeria to ensure that they carry-out the functions allocated to them in compliance with DHL information Security standards
  • Conduct regular information Security audits; liaise and assist external auditors in auditing the Nigerian IT system, with a view to ensuring that the business entity is in conformity with the Network Baseline Information Security Standards
  • Collate telephone usage reports from the Call Monitoring System for management's consideration monthly or as the need arises, for the purpose of controlling costs and maintaining telephone discipline within the entity
  • Review and maintain the Data Retention and Disposal process as well as DHL archives and assisting in the implementation and maintenance of Electronic Media and Services Policy, Clear desk policy thereby ensuring that users conform with these policies and thus, guarantee the Continued availability of critical DHL (electronic and paper) information
  • Assist in ensuring company-wide compliance with the DHL Business continuity and IT Contingency plan for the purpose of ensuring that DHL Nigeria can recover swiftly and effectively in the event of any disaster
  • Maintain and administer the NG Suggestion process by receiving and reviewing the suggestions sent by staff and reporting same to the Senior Management Team with a view to provide management with staff inputs for decision-making
  • Also, generate a bi-annual report to Management to reward top-three staff, as an effective motivating tool.

Quality Supervisor

DHL International Nigeria Limited
Nigeria
12.2004 - 03.2007
  • Accurately type, check and proof read company-operating procedures to ensure their consistency with the requirements of ISO-9001: 2000
  • Maintain a log of all procedures prior to amendment to facilitate the documented history of the procedures within the DHL QMS
  • Assist in controlling documents by recording, issuing, distributing and withdrawing procedures in accordance with DHL Quality Management System to ensure the continued integrity of the QMS
  • Maintain and update all procedures within the DHL Quality Management System to ensure the continued integrity of the QMS
  • Maintain an efficient filing system so that all information relating to DHL's Quality System is accurately stored, updated and easily accessible
  • Provide regular information on new and updated procedures to Local Quality Representatives (LQRs) to ensure the circulation of up-to-date procedures within the DHL QMS
  • Perform general administrative duties, which assist in the effective running of the Quality/Information Security section
  • Maintain a log of all audits and non-conformances so audit performance can be measured and evaluated
  • Involved in the Internal Quality Assurance Audit of DHL Management System within Zone 3 with a view to ensuring the continued improvement of the DHL Quality Management System.

Personnel Assistant

DHL International Nigeria Limited
Nigeria
12.2002 - 12.2004

Education

HND Business Administration & Management -

Lagos State Polytechnic
06.2003 - 05.2006

OND Business Administration & Management -

Lagos State Polytechnic
06.1996 - 05.1999

Skills

  • Logistical planning
  • Facility management
  • Department management

Timeline

Service Centre Manager – North Region Operations

DHL International Nigeria Limited
11.2021 - Current

Service Quality Manager – West Africa

DHL International Nigeria Limited
01.2013 - 11.2021

Operations Performance Manager – Nigeria

DHL International Nigeria Limited
10.2011 - 01.2013

Quality & Service Performance Coordinator

DHL International Nigeria Limited
01.2008 - 10.2011

Information Security/Publication Coordinator

DHL International Nigeria Limited
02.2006 - 09.2008

Quality Supervisor

DHL International Nigeria Limited
12.2004 - 03.2007

HND Business Administration & Management -

Lagos State Polytechnic
06.2003 - 05.2006

Personnel Assistant

DHL International Nigeria Limited
12.2002 - 12.2004

OND Business Administration & Management -

Lagos State Polytechnic
06.1996 - 05.1999

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Olufemi Hamzat