Senior BPO & PMO Manager - HR Services

DHL; Petaling Jaya; On-site; MYR 80,000 - 120,000; Full time

Job summary

A global logistics company is seeking an experienced professional to lead HR process improvement initiatives in Petaling Jaya, Malaysia. The role involves managing a team, overseeing project implementations, and driving standardization as well as digitalization efforts. Candidates should possess a Bachelor's degree, extensive experience in HR and project management, and the ability to work across diverse cultures. This position offers opportunities to enhance business processes while ensuring stakeholder satisfaction.

Benefits

Opportunity for professional development

Dynamic work environment

Qualifications

• At least 6 years in HR/Business Process Improvement and Project Management.
• Strong understanding of business models and digitalization.
• 3 years in implementing Bots/Digitalization.

Responsibilities

• Lead a team of BPO and PMO Specialists in APAC.
• Drive standardization and process improvement initiatives.
• Oversee project management implementations and trainings.

Skills

Strategic Planning

Business Analysis

Quality Control

Process Improvement

Change Management

Stakeholder Management

Education

Bachelor’s Degree

Job description

Job Purpose

Coordinate business process quality & improvement strategy and plans to identify new and alternative approaches to improve effectiveness and efficiency of business processes in line with overall business strategy and objectives, Group guidelines and policies.

• Improve customer/ user experience as well as quality and efficiency of HR Services by leading and executing projects. Implement project management plans and processes to successfully deliver projects while meeting the cost, timescale and quality parameters in line with overall business objectives and needs, group guidelines and policies.
• Driving standardization, process improvement and digitalization initiatives.
• Leading and executing customer implementations.
• Leading Project and BPO teams.

Key Tasks

• Leading a team of more than 3 BPO and PMO Specialists in APAC
• Act as People Manager – Lead, coach, develop and motivate team to work towards a common goal.
• Continuously review HR Services processes to ensure efficiencies are maximized at all times.
• Representing APAC region to participate & lead in process improvement projects and implement Global initiatives on a local level.
• Participate in daily huddles to implement agreed actions for the purpose of improving customer centricity and operational excellence.
• To be a Change Agent to ensure implemented/planned changes are managed effectively with proper communication.
• Provide training / coaching to HR Services team to foster a culture of continuous improvement.
• Oversee and coordinate project management implementations involving all parties – vendors, operations team, stakeholders.
• Support development of project plans to meet agreed targets, keeping quality, timelines and budget in mind.
• Develop project plans to deliver projects to achieve required quality standard, on time and on budget.
• Identify and highlight deviations on project expenditure to adhere to defined project budget.
• Track project milestones to ensure project timeline are met.
• Identify and resolve operational problems and minimize delays in the delivery of projects.
• Implement project risk mitigation action plans to minimize projects risks.
• Analyze business processes, identify opportunities/ solutions, and prioritize projects according to relevant measurement criteria.
• Act as a liaison between different project stakeholders.
• Define project resources, conduct performance reviews, and post implementation evaluations.
• Provide support/guidance on issues and problems.
• Ensure quality, controls & improvement in HR Processes are collaborated with Partners (stakeholders, vendors) to identify greater efficiency.
• Identify appropriate performance indicators such as delivery time, damages, etc. to measure process dimensions and process improvements.
• Advice and coach on business process quality & improvements related matters.
• Sign off SOPs for improvement processes in collaboration with Operations Team.

Stakeholders

·Global HRS (SLT, BPO) members as well as BPO community members.

·HRS Teams in APAC.

·HR and Business leaders/ teams within all divisions in APAC.

Expectations

• Understand customer and key stakeholders’ interests and concerns and advise direct reports, customers and key stakeholders.
• Build strong relationships with stakeholders.
• Partner with 3rd parties e.g. external service providers.

Management Responsibility

• Leading a team of BPO/PMO.
• Leading Projects.
• Coach, review and delegate work to team member.
• Partner with other teams to leverage on processes/programs.

Skills

Strategic Planning, Business Analysis, First Choice, Quality Control, Data Processing, Process Improvement, Risk Management, Business Case, PMO, Agile Methodologies, Prince2, Change Management, CRM, Consulting, Coaching, DHL Business Knowledge, Business Processes, Business Strategy, Market Research, Project Management, Stakeholder Management, Influencing, Feedback, Presentation & Storytelling, Facilitation.

Qualifications

• Education Level: Bachelor’s Degree.
• Experience Level – At least 6 years in HR/ Business Process Improvement, Project management (including, Change management, Consulting).
• Experience in working with different cultures.
• 3 years in implementing Bots/ Digitalization.
• Comprehensive understanding of systems design, information technology, enterprise architecture and information integration.
• Strong understanding of business models of DHL Bus.
• Strong analytical skills.
• Experience with Agile processes, like SCRUM, Design Thinking etc. but also improvement processes, eg. Six Sigma and other applicable methodologies is preferable.