BPO Country Specialist
DHL
- Westerville, OH
- Permanent
- Full-time
- Support performance and capacity management
- Lead continuous improvement and transition initiatives on country level
- Enable implementation of global initiatives on local level
- Drive digitalization efforts at local level
- Aligns local KPIs and target setting with global guidance.
- Develops country specific KPI reporting details.
- Benchmarks and identifies best practices across centers, customers, and other countries.
- Identifies and communicates performance gaps.
- Interprets data and highlight deviations, trends, correlations, etc.
- Responsible for compiling local and regional performance data.
- Conducts / participates in internal and external benchmarks.
- Defines and maintains operational processes.
- Identifies improvement actions through data analysis, GEMBA walks, and other tools
- Executes and prepares own process excellence workshops and activities (PEAs)
- Performs initiative scoping with process owners and local management.
- Accompanies assigned improvement areas and initiatives to successful implementation.
- Drives digitalization efforts on country level (from ideation to implementation)
- Interacts with key stakeholders and ensures support and engagement in program and initiatives.
- Supports in the training of staff in First Choice methodology and First Choice culture/mindset.
- Rolls out improvement tools and methodologies (i.e., Performance Dialogs, Capacity Management, Gemba Walks, Lean House)
- Prepare training materials.
- Collect business requirements and translate them into documentation in the form of processes, descriptions, flowcharts, forms etc.
- Gather data from a variety of sources, as directed, for use in analysis.
- Conduct interviews/meetings with process owners to define and map as-is processes and agree on process inputs/outputs to ensure standardization and consistency.
- Collect data for use in research and analysis in order to assist in the provisioning of advice and assistance on quality management and performance monitoring.
- Assist in changing procedures
- Steers/supports tracking and documentation of projects on country level
- MBA/Bachelor’s degree in Business Administration, Industrial Engineering, Computer Engineering, Business Informatics, or comparable qualification.
- English fluent
- Project management experience beneficial
- High IT affinity.
- Knowledge and experience in the field of process and project management (agile & classic methods).
- Training experience
- Experience working in multicultural teams.
- 1 year of experience working in performance management and project environments
- Experience in documenting and improving processes and defining systems requirements.
- Available to travel up to 10% of time.
- 1 year of background in HR and/or shared services preferred.
- Six sigma qualification preferred/ DHL Group First Choice Advisor preferred
- Process automation experience is a plus.
- Organization and prioritization skills
- Analytical skills
- Sociability (high degree of social competence, high empathy)
- Patience
- Cooperation with team/colleagues
- Very high resilience
- Great opportunity to work for the biggest logistics company in the world
- International and virtual environment
- Flexibility and great opportunity to learn
- Tempting Compensation and benefits