Senior Specialist - BPO

JOB PURPOSE

Administer project management processes and activities in deployment projects that are included in the BPO roadmap in close cooperation with the project manager.

KEY AREAS OF RESPONSIBILITY
• Gather information and data to support excellent business analysis services.
• Support the analysis an organization or business domain and document its business, processes and/or systems, assessing the business model or its integration with technology.
• Ensuring user community within project scope are engaged and mobilized.
• Assisting with execution of gap analysis, identifying project requirements and follow-up until completion.
• Coordination of testing and follow up.
• Supporting with knowledge transfer, training, and documentation creation (Job Aids).
• Data gathering & analysis.
• Assisting with implementation of support model.

KEY PERFORMANCE INDICATORS
• Stakeholder satisfaction, incl. Project Manager, Process Owner, project member, end users and project board members.
• Quality of documentation that is required in the project: Scope, requirement, analysis, training documentation, user manuals.
• Realized benefits compared to the expectations.
• Time to gather requirements and specify the solutions.
• Amount of issues and rework in the project.

REQUIRED COMPETENCIES
• Ambassador of our DHL behaviors, code of conduct and competencies.
• Results oriented: Providing optimal support to ensure projects, programs and portfolios achieve the best possible results in the most efficient way.
• Self-motivated and highly organized with a high level of attention to detail.
• Energetic, enthusiastic, team player.
• Able to manage deadlines.
• Big picture thinking, able to understand implications, and mitigate complications.
• Can handle stress and works well under pressure.
• Flexible and adaptable.
• Analytical: Ability to get a complete overview of the project, program and portfolio with the ability to distinguish between various projects and processes within these elements.
• Assertive: Ability to actively participate in tactical discussions with stakeholders and challenge the effective status quo in a constructive manner.
• Being innovative and have an open mindset: Constant reflection on the way of working to drive continuous improvements.
• Ability to prioritize and multi-task: Taking into consideration strategic requirements and ad-hoc demand.
• Proficient in written and spoken communication (English and preferably one additional language).
• High level of integrity and discretion in handling confidential information.
• Strong presentational, interpersonal, and intercultural skills.

EXPERIENCE, EDUCATION AND TRAINING PREREQUISITES
• Vocational, Specialized, Technical certification, or equivalent, ideally in a related field (such as Finance, IT or business).
• Solid Finance process knowledge (OTC, FA area).
• Beneficial to possess experience/certifications in:
• Project Management, Business Analysis.
• First-choice / LEAN / Six Sigma.
• Analytical skills, able to think and act with a cross-organizational and cross-process approach.
• Excellent communication and presentational skills.
• Minimum of 2 years working experience in a supporting capacity for Project Management, Business Analysis and/or Stakeholder Management type of role.
• Beneficial to have a digital mindset with experience in automated Project Management solutions.