Associate Service Quality - BPO

DHL Asia Pacific Shared Services Sdn Bhd; Selangor; On-site; MYR 60,000 - 90,000; Full time

Job summary

DHL Asia Pacific Shared Services Sdn Bhd is seeking a Process Improvement Analyst to support Finance and HR operations across Asia Pacific. You will perform analytics, manage quality tools, and implement improvement initiatives with business partners.

The role requires a university degree and strong skills in root cause analysis, communication, and MS Office. Experience in shared services is preferred, with the ability to thrive under pressure.

Qualifications

• University degree in a relevant field.
• Strong analytical and problem-solving abilities.
• Experience in process improvement or BPO environments preferred.

Responsibilities

• Perform standard analytics and manage quality tools in the center daily.
• Support BPO initiatives that add value to the service line.
• Understand processes across Finance and HR operations in Asia Pacific.
• Identify best practices in the finance operations community.
• Design practical solutions addressing improvement opportunities in cost and performance.
• Lead and implement improvement initiatives with Finance and HR partners.
• Act as SME for process improvement and standardization.
• Provide consultative services to internal and external partners.
• Adapt to cross-cultural processes and country sensitivities.
• Create and maintain process documentation and maps.

Skills

Root cause analysis

Communication

Problem solving

MS Office

Cross-cultural

Shared services

Work under pressure

Process mapping

IT knowledge

Education

University degree

Tools

MS Office

Job description

DHL Asia Pacific Shared Services Sdn Bhd 4.2 View all jobs

Key activities

• Perform standard analytics and manage quality tools in the center on a day-to-day basis. Support all other Business Process Optimization (BPO) initiatives or solutions that add value to the service line.
• Understanding the different processes used throughout Finance and HR operations locations in Asia Pacific.
• Identifying/ leveraging best practices already in use in the finance operations community.
• Designing practical and effective solutions to address improvement opportunities – both cost and performance.
• Successfully implement improvement initiatives with Finance and HR Business Partners
• Strive as a SME on process improvements/ standardization methodology
• Provide consultative services to both external Finance and HR Business Partners and internal support staff
• Ability to relate to cross-cultural processes and country sensitivities
• Responsible for process documentations (i.e. process maps)

Qualifications

• Qualified University Degree holder

Skills

• Root cause analysis and problem solving
• Good all round communicator: written and oral
• Innovative and creative
• Good understanding of MS Office suite (Word, Excel and PowerPoint)
• Engaging with customers (internal/external)
• Experience in supporting a shared service centre (preferred)
• Able to work under pressure
• Good discipline in performing standard procedures
• IT knowledge will be an advantage

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Logistics, Freight & Delivery Services 1,001-5,000 employees

About Us

With a global team of 6000+ IT professionals, DHL IT Services connects people and keeps the global economy running by continuously innovating and creating sustainable digital solutions. We work beyond global borders and push boundaries across all dimensions of logistics. You can leave your mark shaping the technology backbone of the biggest logistics company of the world. Our offices in Cyberjaya, Prague, and Chennai have earned #GreatPlaceToWork certification, reflecting our commitment to exceptional employee experiences.

About Us

With a global team of 6000+ IT professionals, DHL IT Services connects people and keeps the global economy running by continuously innovating and creating sustainable digital solutions. We work beyond global borders and push boundaries across all dimensions of logistics. You can leave your mark shaping the technology backbone of the biggest logistics company of the world. Our offices in Cyberjaya, Prague, and Chennai have earned #GreatPlaceToWork certification, reflecting our commitment to exceptional employee experiences.

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