Business Process Architect (DHL Express)
Would you like to be part of the most international company in the world? A company operating in more than 220 countries worldwide, and has been pioneering cross-border express shipping since 1969. Would you like to be part of a business that connects people across the globe? And the more we connect, the better life on Earth becomes. Do you want to make a difference? If you have answered Yes! to the above, join our Insanely Customer-Centric team now! For more information on DHL Express, please visit workingatdhl.com.
DHL Express Global Head Office has an opening for Business Process Architect, based in Malaysia or Singapore. The role purpose is to:
·Lead and facilitate the development and documentation of specified end-to-end processes (e.g. Case Management) including the customer journey, and associated standards within DHL Express. This includes the requirements for instrumenting processes to provide process monitoring and visibility.
·Be a member of the center of competence in the development of business processes and designing the customer experience across touchpoints.
·Consult and provide quality assurance on the development of processes using standard notation and tools, and the alignment of DHL Express event and service driven architecture to DHL Express standard processes (Global Standard Operating Platform).
This global role requires a strong ability to analyse business needs and facilitate cross-functional alignment in the development of global processes and standards to ensure a coherent customer journey.
·Lead and support functional experts in the analysis, design, documentation and implementation of end-to-end (DHL Express Global SOP) processes, standards and identifying information system requirements.
·Operate in a multinational, multi-time zone, multi-cultural environment and work across all levels of the organization both internally and externally.
·Application of best-in-class processes, practices and enabling technologies that DHL Express can benchmark against and learn from.
·Interface with external customers where required for the objectives of the projects at hand.
·Interface with external standards bodies and regulatory authorities.
·Drive close liaison and facilitate coordination with DHL Express functions (Customer Service, Electronic Shipping Solutions, Finance, HR, Operations, Sales, Pricing & Products, IT) when designing and developing new/changed Global SOP processes.
·Make recommendations to process owners and project managers and the different approval bodies (DHL Express Global SOP, Project Boards, functional heads, etc).
·Make recommendations on a regular basis with the relevant content board, and support with detailed findings.
·Lead the alignment across business functions for specified new/changed cross-functional DHL Express Global SOP processes and capabilities.
·Provide expertise in the design and development of business processes.
·Build working relationships with business analysts, subject matter experts and business program/ project managers to ensure alignment on business process requirements and designs.
·Build working relationship with IT project managers, architects and analysts to identify process optimization opportunities through the application of information technology.
·Develop and maintain relationships with key business leaders and business program management across the organization.
·Regular Interaction with senior personnel on issues that may require coordination across business units.
·Drive issue resolution with subject matter experts.
·Measure, analyze, design and document all aspects/views (activities, roles, data, events, metrics/KPIs etc.) of the process or capability.
·Use metrics and KPIs to identify opportunities and best practices for process improvement.
·Review proposed process standards, including event specifications and other project documentation to ensure solution alignment to the target process and standards.
·Assess the impact (customer, process, information, organization, system) associated with the change and work to ensure seamless implementation of the change.
·Identify opportunities presented by new and evolving technologies and tooling.
·Lead and contribute to the development of the DHL Express process and information architectures, standards, methods, best practices and supporting tools.
·Participate in process reviews or audits of implemented processes.
·Provide training and coaching as needed in the analysis and development of business processes.
·Recommend and champion process change and continuous improvement.
·Authority on the engineering and design of all aspects of business processes.
·Leadership and co-ordination of virtual teams of business / process analysts and subject matter experts.
·Identify training needs and skills shortfalls and ensure improved understanding of business process engineering as a discipline.
·Develop a culture of quality, service excellence, flexibility and cost consciousness.
WHAT WE NEED FROM YOU
·Minimum of 10 years’ experience in a business and process analysis with at least 5 years at a senior level.
·Successful and proven track record of practical experience in delivering world class processes, gained in large and complex environments.
·Established background in all aspects (organizational and technology) of the design, development and implementation of world class business processes;
·Fluent in the use of standard process and customer journey mapping analysis techniques, modelling notations (e.g. BPMN) and tools;
·Thorough understanding of data and how process design contributes to data quality.
·Experience in conceptual data modelling;
·Strong leadership, facilitation and management skills;
·Ability to manage change in a high pressure environment;
·Energetic, enthusiastic, results-oriented; capable of adding significant value to the existing team and successfully implementing their ideas/concepts.
·Ability to simplify complex ideas and concepts in a way non-technical people can understand.
·Comprehensive knowledge of the DHL Express Network with a good understanding of logistics, eCommerce and transportation within the Express industry preferred.
·Good appreciation of all aspects business management and operations (including customer service, finance and sales).
·Global experience and teaming that has delivered world-class results.
·Strong communication skills (written and verbal).
·Good understanding of project management processes and methods.
·University Degree or equivalent.
·Professional qualification/certification in Process Analysis and / or Process Management
Do you see a personal challenge in these versatile and responsible tasks? Apply now - we look forward to receiving your application!
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DHL Information Services (Asia-Pacific) Sdn. Bhd.
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