Manager, CSS Business Process Optimization, Asia Pacific

About us

DHL is present in over 220 countries and territories across the globe, making it the most international company in the world. With a workforce exceeding 350,000 employees, we provide solutions for an almost infinite number of logistics needs.
DHL is part of the world’s leading postal and logistics company Deutsche Post DHL Group, and encompasses the business units DHL Express, DHL Parcel, DHL eCommerce, DHL Global Forwarding, DHL Freight and DHL Supply Chain.

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.

Being The Logistics Company for the World goes well beyond our global presence in over 220 countries and territories, or our tireless pioneer spirit when it comes to new markets. It also extends beyond our unique ability to offer a remarkable range of logistics solutions – from mission-critical express deliveries to economical freight transportation, from taking the complexity out of customs to managing the complexity of global supply chains and everything in between.

We want to be the logistics company people turn to – the first choice not only for all shipping needs, but also the first choice for career and investment opportunities, and being the global benchmark for responsible business practice.

Responsibilities

STANDARDIZATION
• Ensure all changes are consistent in practice per the customer Business Requirement across APAC operations
• Work with internal functional members to conduct fit-analysis on customer requirements against the customer operating requirement (system and process).
• Work with DHL internal teams to identify and deliver the change consistently across the region.
• Facilitate change request solution design discussion between the customer and DHL.

CHANGE GOVERNANCE
• Ensure all changes are properly logged, recorded and signed off by relevent stakeholders (internal and external) before execution.
• Ensure associated costs to the change request are tabled for funding with the requestor (internal & external)
• Carry out proper costs tracking and allocation of costs to business owners.
• Keep track of all change request in properly recorded log sheet for audit purpose.

DRIVE IMPLEMENTATION
• Lead and drive change request implementation (including UAT and go-live) through DHL CRF (Change Request form) standard process; including properly documented Impact Analysis and stakeholders sign-off.
• Lead the planning, support and execution of the customer change in DHL WMS and operating network; including working with AP Service logistics IT function in managing the capacity planning and tools to maximize resource utilization for go-live execution.
• Drive customer engagements to align customer processes and requirements against customer requirement standards and propose solutions to be validated with customers.
• Manage the budget, scope and timelines for change requests.
• Provide regular updates on Change Request progress status to requestor.
• Ensure proper and complete documentation capture of all changes in COO/SSD document.

COMMUNICATION
• Effective communication of change required by the customer to DHL functional teams
• Effective communication of change impact analysis and solution recommendation back to the customer
• Regular cadences (internally and externally) for Change Request project/s

CONTINUOUS IMPROVEMENT
• Identify & drive innovations / new practices to stimulate growth
• Conduct process productivity assessment and proactively manage improvement plans

Requirements

• University degree (in Logistics, Supply Chain and/or Information Systems preferred)
• Minimum 10 years' working experience in an international logistics environment.
• Minimum 7 years' experience in delivering complex projects and/or change management.
• Experience working with DHL consultancy, IT or program management (from any DHL divisions) is an advantage.
• Determines and develops approach to solutions
• Ability to work under stress with tight deadlines
• Excellent Project Management Skills
• Ability to execute change management
• Understanding of KPI and reporting for Service Logistics Business
• Knows how to work with cross country and cross cultural ad hoc teams
• Excellent communication, analytical, problem-solving, and influencing skills
• Good inter-personal skills with ability to work closely with other functional teams
• Willingness to travel