Job Title – PROJECT MANAGER
Introduction
DHLis a leading global brand in the logistics industry.DHL’s family of divisions offers an unrivalled portfolio of logistics services, ranging from national and international parcel delivery, international express, road, air and ocean transport, to industrial supply chain management. With its unrivalled presence in developing markets,DHLis decisively positioned as “THE logistics company for the world”.
DHL Express is a company that pioneered cross-border express delivery in 1969 & now is active in more than 220 countries and territories worldwide. We connect people and improve their lives. And we do it by being uncompromisingly customer-centric and delivering excellence day in and day out. By bringing people together and making life simpler – for our customers, our employees, our investors, and our society – we help make the world a better place.
Role Descriptor
Manage various business processes outsourced to an external BPO for multiple Gateways that is centralized in Mumbai, India. The role is based in Mumbai. Projects are designed to improve the BPO environment around Quality, Efficiency and Cost. The role will also support an IT Service Management aspect of the business so must be tech savvy. This will include handling problem management and ensuring that root cause analysis is completed for serious IT issues in consultation with our IT colleagues and to follow through to ensure that fixes are implemented.
Incumbent has no direct reports and authority over country line and functional personnel. Nevertheless he/she must be able to demonstrate excellent negotiation skills and an ability to influence decisions/actions of those concerned.
Role Details
- Role title : Project manager
- Corporate/Business : DHL Express
- Department/Function : Operations
- Job family : EXP IN Ops Performance
- Reports to : Senior Director Gateway
Scope of role
- Required to actively review and improve both vendor and country processes to drive service quality, improve productivity and meet process compliance. Empowered to facilitate and execute change with vendor
- Excellent communication, influencing, negotiation, interpersonal skills are required in order to gain sufficient support to conduct the role effectively.
- Is adept and identifying opportunities for process and quality improvement and effecting change. Profit can be measured based on cost avoidance, productivity improvement and Customer Satisfaction.
Key Responsibilities
He/she will have to perform the following key activities:
- With vendor buy-in, plan and execute improvement projects around cost, productivity and quality.
- In combination with the vendor, create and maintain documented procedures and controls which include (but is not limited to): Onboarding, Forecasting, Productivity and Quality.
- Act as a point of escalation for the vendor for issues not being resolved by Country.
- Assist vendor with analytical support on data findings.
- Provide process and application expertise to advise vendor on process corrections.
- Lead Country reviews.
- Act as Country Business lead to liaise with vendor for onboarding projects to ensure they are set up accurately and timely.
- Ensure vendor processes are aligned with Global/Country SOP standards and procedure.
- Country Operations personnel (Gateway):
- Identify process improvement areas and work with countries to implemented change.
- Be an expert in DHL systems used to perform Data Processing activities.
- Ensure country process compliance to Global Standard Operating Procedures (GSOP)
- Provide support and act as a liaison to ensure countries have a direct point of contact for escalated issues.
- Provide performance information of the business process.
- Customs & Regulatory/CS/Sales/OPG
- Take inputs/feedback and incorporate relevant changes to improve process.
- Continuous Improvement (First Choice):
- Intimately understand the processes and systems used for the Data Processing activities performed.
- Conduct cost/benefit analysis to identify issues, problems, opportunities and benefits of the projects.
- Interpret and analyze the measurement, monitoring and actions for performance and productivity improvement to ensure operational KPI’s are met.
- Use existing tools and methodology to conduct in-depth analysis to identify issues, problems and opportunities.
- Keep track of actions that are taken to address identifies problem areas and monitor performance for improvements.
Skills Required
- o Project Management skills
- o Communication skills (English), spoken and written
- o Strong MS Office skills required (EXCEL - create pivot, VLOOKUP use of built-in worksheet functions), PPT, WORD
Profile Requirements
(Experience/Certifications/Qualifications/Licenses)
- 7-8 years relevant work experience in Project Management roles such as Quality, Audit in BPO industry
- Experience in project management.
- Degree (or equivalent), MBA Preferred
Profile Requirements
(Experience/Certifications/Qualifications/Licenses)
- 7-8 years relevant work experience in Project Management roles such as Quality, Audit in BPO industry
- Experience in project management.
- Degree (or equivalent), MBA Preferred