Organizational Background Information
Role title:
BPO Manager
Corporate Division:
Global Forwarding and Freight
Business Division:
DHL Global Forwarding (DGFF) & Freight
Business Unit:
DHL Global Forwarding (DGFF) & Freight Countries
Role purpose:
Provide strong leadership to the DGFF Country BPO.Develop and deliver the Country BPO plan in alignment with the country management team.
Key responsibilities include Business Process Management and Optimisation, Business Process & System training, and First Choice – Performance Improvement.
Interim role – additional IT responsibilities:
Drive and support the digitalization and automation for all BU.Provide strong leadership to the DGFF Country IT.Accountable for country compliance to DGF IT governance.
Key responsibilities include IT project implementations, IT Infrastructure & Service management, and end-user experience to continuously deliver on business.
Accountabilities Key activities:
Role description with key responsibilities
Business Process Management Drive local to global process harmonization & process.
Ensure global best practices are replicated and drive our IRR.Contribute to definition of business requirements for new solutions & enhancements and participate in UAT of solutions.
Act as Business Partner to the GSC, ensuring we continue to leverage EBIT benefit and achieve a quality service.
Business Process & System Training Assess training requirements based on global standard operating processes, system changes, and user needs.
Define and provide targeted, process-oriented training.
Review and distribute User Releases/Helpful Hints and Training Manuals to Super-/End users.
Systems Support & Change Management Provide support to Super Users for business processes & systems.
Analyse support requests to identify trends or training needs.
Act as business process functional advisor to facilitate the resolution of applications issues.
Ensure timely and appropriate resolution.
Ensure optimum use of global applications.
Ensure projects are completed on time and within budget.
First Choice and Customer Experience Drive the FC CX agenda at country level by managing the NPA/CSS feedback programs, delivering standard FC trainings, coaching, and closely collaborating with other functions to align on a standard cross-functional approach.
Prepare and facilitate the Customer Centric Dialog discussion at senior management level and ensure relevant topics are escalated through the organisation.
Execute the See It- Sort It – Fix It cycle and monitor execution of improvements.
Lead and manage Customer Improvement initiatives.
Business Partner and Planning Ensure BPO activities align with DGFF business unit's goals.
Supported by the Country Managing Director, define the Country BPO Plan and project delivery requirements in accordance with regional/global BPO direction and country requirements.
Ensure effective delivery of projects – on quality, on time, and within budget.
Act as a key contributor to the DGFF Country Management Team, setting country directions and plans.
Contribute to improving business P&L through effective process improvement & optimisation projects.
Establish regular reviews with DGFF County business leaders – raising the visibility and value of BPO.Ensure effective communication structure is in place e.g., weekly/monthly team meetings.
Team Development Develop and maintain a motivated DGFF Team.
Regularly assess skills and competencies within the BPO Team ensuring training and development plans are in place to address gaps/needs.
Implement the BPO Operating Model within the Country structure.
Planning Manage the DGFF IT Budget to actual and create business cases for required investments.
Contribute to convergence of local applications to the strategic IT product.
Achieve cost reduction through the efficient use of IT assets.
Ensure adherence to IT governance mechanisms for the country within divisional and overall group guidelines.
Business Partner Liaise with IT service providers based in-country and in other countries where services may be provided/hosted.
Project Delivery Coordinate the planning of project delivery requirements within the Regional CIO team.
Ensure effective delivery of projects – on quality, on time, and within budget.
Ensure all projects within IT portfolios are delivered to agreed scope, time, cost, and quality.
Deploy explicit deliverables of country initiatives.
Business Development Provide effective IT/BPO support to the business development function – from pre-sales to implementation.
Provide business-IT account management responsibility for in-country customers.
Skills / Qualifications Key capabilities / Competencies:
Energetic, enthusiastic, results-oriented.
Strong Leadership Skills.
Change Enabler.
Ability to influence and educate senior business stakeholders.
Strategic thinker.
Account Management Skills.
Programme Management Skills.
Strong Commercial Skills.
Experience in managing teams.
Strong Analytical skills.
Customer-focused.
Achievement driven.
Excellent business/commercial acumen.
Business and market knowledge.
Product and process knowledge.
Budgeting and cost controlling.
IT and IS skills.
Expected years of experience (Minimum): Minimum 5 years' experience within IT, accompanied with a wide experience at senior level in a line management role & Project management experience
Expected Educational Qualifications:
University bachelor's degree in a business or IT discipline or relevant education and work experience, preferably in the Forwarding/Logistics IT sector.
Preferably good knowledge of forwarding or logistics business.
Fluent in English (verbal and written).The above statements are intended to describe the general nature and level of work performed by people assigned to this role.
They are not intended to be construed as an exhaustive list of all job duties performed.
The Company reserves the right to revise or amend duties at any time.
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