Manager, Client Support Services, Business Process - Military veterans preferred

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

Performance Management

• Organize and Conduct cost benchmarking exercises and workshops to identify process and cost improvement opportunities.
• Identify service and revenue development opportunities through strategic planning with customers.
• Map workflows and document business and system processes, including interfaces with customer systems.
• Collaborate with business process managers and program managers to deliver cross-business unit initiatives and cost simulations.

Relationship Management

• Serve as the Single Point of Contact for assigned SL network customers, coordinating project activities across functions and countries.
• Work with customers and internal stakeholders to refine business and system processes for sustainable solutions.
• Explore changes to the operating model to meet evolving customer needs.
• Provide consultative advisory services.

CONTINUOUS IMPROVEMENT

• Organize and conduct cost benchmarking exercises and workshops (both customer-focused and internal) to identify areas for improvement in processes and costs through operational efficiency.
• Take ownership of identifying gaps in service and systems capability based on a comprehensive analysis of DHL capabilities versus customer requirements, and create an improvement plan.
• Identify process change needs and re-engineer or map processes to meet new business requirements.
• Proactively drive continuous improvement and cost-saving initiatives.
• Develop and roll out a relevant benchmarking framework for operational and cost improvements.

TEAM ENGAGEMENT

• Coach and mentor Program Analysts through project engagements.
• Manage a matrix-based relationship approach with the program team, functional team members, and other DHL business units.

Key Performance Indicators (KPIs) for this Position:

• Effective implementation of global/regional strategy.
• Adherence to budget and timely project completion.
• Quality of support services and customer satisfaction.
• Service performance and complaints resolution outcomes.
• Achievements in Continuous Improvement Plans, Change management and targeted initiatives.
• Tracking of cost savings, including the number of workshops and initiatives conducted.

Requirements

• Minimum of 5 years in supply chain operations, with proven experience in project management and customer service environments.
• Expertise in process engineering, solution redesign, benchmarking, and operational excellence.
• Six Sigma project experience is a plus.
• Ability to operate effectively and manage people within an informal matrix structure, utilizing networking and persuasive skills.