BPO Specialist
About DHL and Finance & HR Services
DHL Group the logistics provider of the world with over 600,000 employees in more than 220 countries and territories. We are an organization that is not just moving goods around, we have a very clear purpose, and we are: Connecting People. Improving Lives. We provide challenges and opportunities for personal and professional development, we recognize the difference you bring to our business and together we share the pride of building one of the largest world leaders in logistics and supply chain.
Finance & HR Services (FHS) at DHL Group – that’s us! We deliver shared services in Finance and HR for our divisions within the group.
Our Finance Operations team supports our group in all financial activities, e.g. regarding accounts payable and receivable, general ledger and corporate treasury. These include asset accounting, intercompany alignment, active collecting, customs invoicing, profit and loss accounting and payment factory for DHL.
Our HR Services run e.g. the payroll for more than 350.000 employees within DHL working in 28 countries across the globe. They also offer time & attendance management, employee data administration and reporting, travel & expense processing and other services.
Ready to immerse yourself in the exciting world of FHS? Join the team and bring your expertise on board! As part of the DHL Group, you will be working with a global network of FHS colleagues as well as our business units and divisions and benefit from a wide range of development opportunities. If you are looking for an interesting role in a dynamic and diverse group, join us in our AMERICAS region.
We are looking for an immediate, full-time, permanent position in Heredia, Costa Rica.
Job purpose:
- Support performance and capacity management
- Support continuous improvement and transition initiatives
Skills and Competencies
- Verbal and numerical reasoning; ability to draw sound conclusions, detail oriented
- Strong analytical and data representation skills
- Project management skills
- Strong change management skills
- Excellent Communication skills (Facilitation, moderation and deliver effective communication)
- Ability to work independently and self-starter
- High degree of motivation and flexibility
Qualifications
- Bachelor degree in Business Administration, Industrial Engineering, Computer Engineering or similar.
- 85% English fluency, Advance Spanish fluency. Portuguese is a plus.
- Training experience
- Experience working in multicultural teams
- 1 year of experience working in performance management and project environments
- At least 6 months experience with ticketing tools such as GSN.
- At least 2 years of experience in documenting and improving processes and defining systems requirements
- 1 year experience working in a multi-national matrix organization.
- Available to travel up to 25% of time.
- 1 year of background in HR and/or shared services preferred
- Six sigma qualification preferred/ DPDHL First Choice Advisor preferred
- Process automation experience is a plus.
Soft Skills
- Organization and prioritization
- Analytical skills
- Sociability
- Patience
Main tasks & key responsibilities:
Performance Measurement
- Aligns local KPIs and target setting with global guidance
- Develops country specific KPI reporting details
- Benchmarks and identifies best practices across centers, customers and other countries
- Identifies and communicates performance gaps
- Interprets data and highlight deviations, trends, correlations, etc.
- Responsible for compiling local and regional performance data
- Conducts / participates in internal and external benchmarks
Process Improvement
- Defines and maintains operational processes
- Identifies improvement actions through data analysis, gemba walks and other tools
- Executes and prepares own process excellence workshops and activities (PEAs)
- Performs initiative scoping with process owners and local management
- Accompanies assigned improvement areas and initiatives to successful implementation
- Interacts with key stakeholders and ensures support and engagement in program and initiatives
- Supports in the training of staff in First Choice methodology and First Choice culture/mind set
- Rolls out improvement tools and methodologies (i.e. Performance Dialogs, Capacity Management, Gemba Walks, Lean House)
Project Management
- Prepare training materials.
- Collect business requirements and translate them into documentation in the form of processes, descriptions, flowcharts, forms etc.
- Gather data from a variety of sources, as directed, for use in analysis.
- Conduct interviews/meetings with process owners to define and map as-is processes and agree on process inputs/outputs to ensure standardization and consistency.
- Collect data for use in research and analysis in order to assist in the provisioning of advice and assistance on quality management and performance monitoring
- Assist in changing procedures as advised by BPO PM.
- Support with tracking and documentation of projects.
We offer:
- Great opportunity to work for the biggest logistics company in the world
- International and virtual environment
- Flexibility and great opportunity to learn
- Tempting Compensation and benefits
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. The EEO is the Law poster is available here: https://www.eeoc.gov/employers/eeo-law-poster
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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