Senior Manager, BPO and Project Implementation

DHL Germany; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A leading global logistics company in Singapore seeks an experienced professional to standardize operational practices and oversee project implementation for customer migrations. The ideal candidate will have over 7 years in project management, excellent stakeholder communication, and strong analytical skills to drive improvements. This role offers an opportunity to work in a dynamic environment with significant responsibility and impact.

Qualifications

• 7+ years of experience in managing regional projects in multi-country organizations.
• Strong understanding of supply chain management principles.
• Proven project management abilities with capacity to meet tight deadlines.

Responsibilities

• Standardize and optimize operational practices for service delivery.
• Lead customer migration strategies onto the SeLECT platform.
• Drive project implementation and manage budgets and timelines.

Skills

Stakeholder management

Communication

Analytical skills

Problem-solving

Project management

Education

Degree in Supply Chain/Logistics Management or a related discipline

Job description

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

This role focuses on standardizing and optimizing operational practices to ensure efficiency and consistency in service delivery across the organization. It involves leading project implementation, particularly customer migration strategies onto the SeLECT platform, while managing budgets, timelines, and resources for effective onboarding. Effective communication and change management are crucial, as the role ensures stakeholders are informed about updates and fosters collaboration. Additionally, the role emphasizes continuous improvement by identifying innovative practices and enhancing process productivity, ultimately driving operational excellence and supporting strategic objectives.

STANDARDIZATION

• Ensure consistent practices are defined and aligned globally.
• Ensure all functions involved in selling, implementing, and managing operations follow and maintain standard practices.
• Support Business Development (BD) during the sales-to-delivery process by actively participating in the solution design phase.
• Conduct fit‑analysis on customer requirements against the Operational Service Model (OSM).
• Collaborate with customer teams to identify and deliver process improvement projects.
• Assist customer teams in improving retention through the deployment of best practices and innovations that enhance service and EBIT.
• Facilitate solution design workshops to support BD teams for new Requests for Quotation (RFQs).
• Ensure the Proactive Business Reporting Tool (PBR) is an integrated part of the OSM.
• Deploy the Manhattan Active Pilot and all existing accounts in SeLECT from 2024 to 2028 (i.e., Due Diligence and Implementation).

PROJECT IMPLEMENTATION

• Lead and drive projects effectively.
• Oversee the planning, support, and execution of the customer migration strategy onto SeLECT for all new and existing customers (over 42), including managing capacity planning and tools (migration factory) to maximize resource utilization for customer onboarding.
• Drive customer engagements to align processes and requirements with DHL standards and propose solutions for validation with customers.
• Manage the budget, scope, and timelines for each project.
• Provide regular updates on project implementation progress to senior management and sponsors for overall monitoring.
• Negotiate project implementation costs and manage cost tracking and allocation to business owners.
• Follow the DePICT method for project implementation.
• Deploy the Manhattan Active Pilot and all existing accounts in SeLECT from 2024 to 2028 (i.e., Due Diligence and Implementation).

COMMUNICATION

• Ensure all stakeholders are informed about changes within the OSM and the development of SeLECT.
• Communicate effectively regarding our OSM standards.

CHANGE MANAGEMENT

• Ensure consistent practices are rolled out across the entire Service Logistics (SL) network (warehousing, transport, call centers) as part of the Best In Class (BIC) program.
• Oversee the successful completion of new initiatives, solutions, and services.

CONTINUOUS IMPROVEMENT

• Identify and drive innovations/new practices to stimulate growth.
• Conduct process productivity assessments and proactively manage improvement plans.

Requirements

To be successful in this role, candidates should possess the following experience and competencies:

• A minimum of 7 years of relevant experience in managing and delivering regional projects, particularly in large multi‑country organizations with matrix management.
• Strong understanding of supply chain management principles and operations research skills, including scheduling and network modeling.
• Excellent stakeholder management and communication skills, with a customer‑oriented approach.
• Proven project management abilities, financial knowledge, and good problem‑solving skills, with the capacity to work under pressure and meet tight deadlines.
• Strong analytical skills to interpret large data sets and collaborate effectively with other functional disciplines.
• Ability to work independently and as part of a team, along with a willingness to travel.
• A degree in Supply Chain/Logistics Management or a related discipline.