BPO Manager

7 days ago

Dublin, Dublin City, Ireland DHL Germany Full time

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, 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 process, 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.
  • Timely and appropriate resolution.
  • Optimum use of global applications.
  • Projects completed on-time.

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 the other functions to align on a standard x-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 improvement.
  • 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 the regional/global BPO direction and country requirements.
  • Ensure effective delivery of projects – on quality, on time.
  • Act as a key contributor of the DGFF Country Management Team, set 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 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 creation of business cases for required investments.
  • Contribute to convergence of the local applications to the strategic IT product.
  • Reduction in cost through the efficient use of IT assets.
  • Control 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.
  • All projects within IT portfolios/projects delivered to agreed scope, time, cost.
  • Deployment of 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 leaders
  • 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 know-how
  • Product and process know-how
  • 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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