Head of BPO and IT

at  DHL

BPO

• Provide input to developing business process quality & improvement strategy in line with business strategy and objectives, Group guidelines and policies
• Plan, organize and control business process quality & improvement projects to achieve defined business objectives
• Lead process improvement initiatives in various areas such as sorting, warehousing, transportation and delivery operations in
• collaboration with suppliers to increase efficiency and to provide benefits to internal and external customers
• Deploy structured approach and recognized methodologies to understand process quality & improvement needs and to estimate potential benefits
• Identify innovative process improvements, quality and control methods, and develop them further
• Define appropriate performance indicators such as delivery time, damages, etc. to measure process dimensions and process improvements
• Monitor project progress, budget and resource utilization for own projects, and highlight deviations
• Implement change management requirements, and support implementation and hand over of solutions to the business owners
• Provide expertise, advice and coaching on business process quality & improvement issues and methodologies
• Introduce and implement best in class business process quality & improvement methodologies and tools
• Anticipate changing needs/ trends, and build executive support and sponsorship for key business process quality & improvement initiatives
• Create content and deliver training on business process quality & improvement methodologies

IT

• Provide input to define IT strategy in line with business strategy and objectives, corporate guidelines and policies
• Lead development and execution of IT plans, roadmaps and migration strategy for IT platform/ infrastructure and applications
• Plan, organize and control delivery of highly complex projects covering overall IT platform/ infrastructure including analysis, development and administration of IT systems software, hardware and databases
• Lead development of cost benefit analysis for IT projects for incorporation in the IT roadmap
• Monitor and remove roadblocks for efficient and effective delivery of all IT services and solutions aligned with business needs
• Lead planning and delivery of all major IT projects including integration projects
• Oversee the delivery of agreed programs and projects within quality, time, cost and business constraints
• Scan trends and best practices in IT, evaluate and propose improvements to the IT portfolio taking into account available resources
• Lead adherence to IT governance mechanisms, optimize operational quality and consistency of the IT systems within corporate guidelines
• Monitor performance and liaise with IT service providers for operational success
• Develop relations and interface with business leaders and IT stakeholders to meet requirements, resolve issues and ensure customer satisfaction
• Analyse complex issues, benchmark, identify opportunities and introduce best practices for IT focusing on increasing effectiveness and efficiency.

Please refer the Job description for details