LSH Business Process Manager

DHL Express; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

DHL Express in Singapore is seeking an LSH Business Process Manager to drive process excellence and digital transformation across the global network. You will partner with operations, IT and cross‑functional teams to design, govern, and optimize end‑to‑end LSH processes, ensuring compliance with GDP and DHL standards.

The role emphasizes requirements management, stakeholder engagement, and delivering scalable solutions with a patient-centric focus.

Qualifications

• Bachelor-level degree or equivalent with strong business process/IT exposure.
• Experience in LSH/logistics or healthcare-related operations is preferred.
• Proven ability to elicit requirements, model processes and drive digitalization initiatives.

Responsibilities

• Lead end‑to‑end LSH process design and governance across the global network.
• Gather and translate requirements into actionable specifications and user stories.
• Drive digitalization initiatives, manage changes, and ensure alignment with DHL standards.

Skills

Analytical thinking

Stakeholder management

Communication skills

Cross-cultural awareness

Presentation skills

Education

University degree or equivalent

Tools

Visio

Jira

Confluence

Power BI

Miro/Mural

Job description

DHL Express - a company that connects people! What makes DHL great? We know each employee’s individual contributions make us the #1 Express Delivery and Logistics Company in the world. Distinguished as No.1 World’s Best Workplace™ by Great Place to Work and Fortune Magazine DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our corporate culture is about personal commitment – to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. Start YOUR career with DHL today…

We are looking for a LSH Business Process Manager based in Singapore. Role Location: Whilst this role has been advertised as located in a specific location, we will also be considering locating this role at other GHO locations in Europe and United States of Amercia, including Bonn, Brussels and Plantation.

The LSH Business Process Manager plays an instrumental role in driving business process excellence, operational and digital transformation within an Operations remit. The role is responsible for analyzing business needs, optimizing process, and enabling the design and deployment of scalable, compliant, patient‑centric and future‑ready LSH logistics solutions across end-to-end DHL Express network (first mile, middle mile, customs, last-mile, returns). Acting as a senior business process, operations, and transformation expert, you will partner with all Operations functions (not exhaustive) eg Service Quality, Customs, Aviation, Operations Programs as well as other cross‑functional stakeholders in Customer Service, Commercial, IT, Finance and external service providers (e.g. CryoPDP) to support a future ready LSH service platform.

The role will drive the execution of strategic initiatives supporting LSH growth, including first and last mile white‑glove services, direct‑to/from‑patient solutions, digitalization, vendor integration, customer experience and operational capability.

You will act as Voice of Business for Operations and Customer throughout the full project lifecycle, from business requirements and process design through proof‑of‑concept (POC), Foundation, MVP, UAT, release‑to‑production (RTP), pilot, deployment, training, communication, change management and continuous improvement.

How will you contribute to the success of DHL?

LSH Business Process Design & Governance

• Lead the design, review, standardization, and continuous improvement of end‑to‑end LSH operational processes and standards across the global network, ensuring alignment with DHL Express standards, network capabilities, GDP requirements, and LSH Strategy 2030.
• Develop and maintain global process documentation and governance frameworks (including SOPs, process maps, work instructions, RACI models, and operational policies), while collaborating with global, regional, and country stakeholders to ensure consistent execution across pre‑shipment, first‑mile, middle‑mile, last‑mile, gateway, hub, customs, reverse logistics, and white‑glove operations.

Business Analysis & Requirements Management

• Gather, validate, define/refine and document business requirements, current and future state operational processes supporting LSH enablement and capability expansion for existing and new product/service offerings.
• Conduct workshops with business and operational stakeholders.
• Facilitate requirements discussions across multiple functions.
• Act as the senior LSH Business Analyst and Voice of the Business, Operations, and Customer by translating business needs into requirements, specifications, use cases, user stories, acceptance criteria, process flows, business rules, and data‑driven gap analyses, delivering scalable solutions aligned with DHL Express global standards and platforms.

Digitalization & Systems Enablement

• Drive business process and operational requirements for LSH digitalization. Act as Voice of business from Operations perspective to the IT community.
• Lead and support the delivery of LSH projects and change management initiatives, including proof‑of‑concepts, MVPs, pilots, implementations, UAT planning and coordination, Release‑to‑Production (RTP), post‑implementation and hypercare support, benefits realization tracking, communication planning, training development, and the adoption of new LSH capabilities.
• Stakeholder engagement across multiple functions and regions within Operations and cross‑functionally as a member of COG.
• Define future‑state operational processes supporting LSH enablement and capability expansion for existing and new product/service offerings.
• Work with Digitalization, IT, and operational stakeholders to identify system enhancements and required functionality.
• Translate Voice of Business (VOB) Operational requirements into business requirements that support automation, compliance, customer visibility, and operational efficiency.
• Ensure designed solutions are scalable, globally deployable, and aligned with DHL Express Global SOP standards, positioning DHL as a leading logistics partner for our LSH customers.

Do you have what it takes?

• University degree or equivalent industry experience.
• Minimum of 5 years of relevant working experience at management levels in either network operations, project management or LSH Logistics
• Regional or Global experience
• DHLE Medical Express or equivalent product and/or LSH Industry knowledge and expertise is a must
• Strong knowledge of Network Operations, Business IT and x‑functional standards, processes, systems, network capabilities of DHL Express.
• Highly developed analytical, problem solving and high‑level reasoning skills
• Effective influencing, stakeholder management skill sets
• Strong interpersonal & communication skills are critical for success.
• Customer orientated. Strong customer and patient advocate and centricity
• BITE- Achievement drive and initiative
• Strong experience in digital transformation projects, implementations, complex requirements elicitation, process modelling, readiness planning, project and risk management, agile methodologies, continuous improvement
• Excellent business / commercial acumen
• Quality orientation (accurate, timely). Familiarity with regulatory frameworks such as GDP or equivalent healthcare and patient standards.
• Conceptual thinking.
• Hands‑on experience with Visio, Jira, Confluence, Power BI, Miro/Mural
• Presentation skills
• Effective planning, organization and decision making competencies
• Cross‑cultural awareness and competency
• Willingness and ability to travel.

DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.