Reports to (Job Title): GSC Center BPO Head
Job Purpose:
Improve Quality and efficiency for a set of service line/Services
Drive Business Improvement Projects and strategic Projects
Improve Transactional Quality and implement internal audit procedures
Responsible for Business Continuity Management
Accountabilities:
Business Improvement Projects :
Ensures process excellence and performance improvements through structured and logical approach in a captive BPO environment
Ensures alignment and management of DMAIC project portfolio and local initiatives in collaboration with local site team
Lead the implementation of First Choice and act as a mentor for DMAIC and Lean initiatives
Ensure successful completion and tracking of strategic Global improvement initiatives
Can achieve tangible financial target of Euro X through process efficiency improvement
Lead and drive the achievement of performance improvements across the organization
Act as a change agent and have logical and analytical ability
Self-motivating and able to work independently Business Improvement specialist

Strategic Projects & BCM :
Able to run strategic initiative with alignment with all stake holders
Participate and instrumental in deploying strategic projects
Manage Business Continuity Management as per defined norms. Support on BCMS ISO 22301 Certification

Internal Audit Framework:
Ensure data accuracy in different reporting framework across all Centers. Focus on Quality & Continuous Improvement in Internal & External Reporting
Continuous check on the compliance of global framework across all Centers. Focus on standardization of Global Framework
Publish outcome of the Internal Audit to Global SMT Team
Manage a team of auditors if needed.

Time & Motion Study and Value stream mapping
Identify process steps for conducting Time & Motion Study
Monitor the Time & Motion Study for identified processes
Perform analysis on Time & Motion Study & derive real time APT & calculate FTE estimation
Can conduct value stream mapping and related actions

Stakeholder / Performance Management :
Able to collaborate with operations team from Agent level to center Head Level for Improvement and implementation
Ensure the customer survey results are acted upon in cooperation with the different operations and customer facing team
Finance & Projects
Approves all tasks to be done by GSC BPO Process Excellence Team
People Management
Recruits and develops the members of the BPO Process Excellence team, keeps them motivated and monitors their task assignments
Approves key personnel decisions for the function with the support of GSC Center BPO Head
Generates commitment, motivation and enthusiasm to the company
Evaluates performance and proposes performance-based compensation for direct reports
Requirements
Understanding of Financial services including O2C, P2P and R2R (Preferred)
At least 5 - 7 year(s) of working experience in the related field
Service mind set to provide high quality consulting to internal clients / Business Functions
At least 5-7 year(s) of working experience in the related field is required for this position.
Stakeholder Management
Team Management
Communication / Negotiation Skills
Data Management

Education
Bachelor’s Degree
Qualification
Six Sigma Green Belt - (Preferred)
Proficiency in MS Office mandatory
Strong Leadership
Strong communication skills
Solid change management skills
Strong analytical and problem solving skills
Language Requirements
Language: English Level: Excellent

上班地址：成都市天府软件园C区

所属部门：Global Service Center
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DHL GLOBAL FORWARING (China) Co.,ltd
DHL Global Forwarding (DGF) is a logistics division of DPDHL(Deutsche Post). Its services provided in China ranges from International Air Freight, Domestic Airfreight, International Ocean Freight, Industry Project & Chartering, Logistics Management Service, International Supply Chain Management. DGF China pleasantly boasts around 2360 employees and 32 branches across China, and is the domestic market leader of air and ocean freight industry.
Currently, DHL is implementing the “First Choice” strategy, aiming at becoming the first choice of customers and employees worldwide by providing high quality services and creating a desired working atmosphere, bringing the company from the biggest to the best.

We welcome more talented people like you to join DHL and create a gorgeous future!

敦豪全球货运（中国）有限公司简介
敦豪全球货运（中国）有限公司是敦豪全球货运物流在中国的旗下公司之一。敦豪全球货运物流（ DHL Global Forwarding) 即全球500强企业德国邮政集团敦豪集团（DPDHL)旗下致力于物流货运的业务板块，在国内主要从事国际及国内空运、海运、行业项目/包机，客户项目管理以及国际供应链管理等业务。现有员工约2400人，在全国32个城市设有分支机构, 是国内空海运行业的翘楚.公司目前正在实施“首选战略”，拟通过提高服务质量和创造令人愉悦的工作氛围成为客户及员工首选，使其不仅是行业最大，而且是最优秀的公司。

Global Service Center

为提高服务质量，力求实现物流与信息流的的高效集成，DHL全球货运共享服务中心成都中心于2009年10月成立。将中国大陆，中国香港,中国台湾，日本，韩国及公司其他亚洲地区的海运及空运进出口物流信息处理维护集中于成都中心管理。即运用现代信息处理技术进行统一化的物流信息的收集、存储、传输、加工整理、维护，输出和分析。现成都中心拥有员工450人，另外位于印度孟买和菲律宾马尼拉的中心员工规模达1500人。