Job Description

Global Business Process Governance

• Establish an enterprise business process framework with clear process ownership, standards, controls, documentation and governance routines.

• Assess end-to-end processes to identify inefficiencies, duplication, control gaps and opportunities for simplification or standardization.

• Design and maintain process maps, workflows, procedures, playbooks and decision rights.

• Align process priorities with Aramex strategy, customer commitments and measurable outcomes.

Partner Agent and Franchisee Management

• Define consistent criteria and due-diligence requirements for the evaluation, selection and onboarding of partner agents and franchisees.

• Establish operating standards, scorecards and KPIs for partner agents and franchisees.

• Lead structured performance dialogues and improvement plans with partners, franchisees and internal owners.

• Maintain collaborative relationships while ensuring accountability for service, compliance, customer and commercial commitments.

Customer Business Implementation

• Establish a consistent global framework for implementing and onboarding new customers.

• Define implementation stages, ownership, controls, readiness criteria, handovers and post-implementation reviews.

• Develop playbooks, documentation and training materials for reliable customer onboarding.

• Partner across Commercial, Operations, Customer Experience, Finance and Technology to improve speed to value.

The Aramex Way and Operational Excellence

• Lead the development, implementation and refinement of the Aramex Way as a practical operating framework.

• Champion Lean Six Sigma and DMAIC methods to improve quality, consistency and efficiency.

• Use statistical analysis and root-cause problem solving to implement sustainable improvements.

• Develop standards, playbooks and capability-building that embed disciplined, customer-centric practices.

Performance Dialogues and Continuous Improvement

• Design and facilitate performance reviews with internal teams, partner agents and franchisees.

• Create dashboards highlighting performance, risks, root causes, actions, owners and deadlines.

• Translate network data and customer feedback into prioritised improvement initiatives.

• Track delivery and benefits and share lessons across the network.

Transformation, Automation and Change

• Identify opportunities for digitisation, automation, analytics and responsible AI.

• Lead cross-functional process redesign from diagnosis through implementation and adoption.

• Ensure redesigned processes have clear controls, ownership, training and outcomes.

• Build commitment across geographies through effective change leadership and communication.

Key Success Measures

• Improved process consistency, cycle time, quality, controls and productivity.

• Partner and franchisee performance against agreed standards.

• Consistent, timely and high-quality customer implementation.

• Adoption and maturity of the Aramex Way and Lean Six Sigma practices.

• Measurable benefits from improvement, automation and transformation initiatives.

• Effective performance dialogues, action closure and stakeholder satisfaction.