Business Process Optimization Manager (BPO MANAGER)

Heredia, Provincia de Heredia, Costa Rica Deutsche Post DHL Group req83325 05/09/2019
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At DHL, people mean the world to us. That’s why our goal has always been to attract and retain the best talent across the globe. We provide challenge and opportunity 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 world’s largest leaders in logistics and supply chain solutions


DHL is hiring a BPO Manager to join it’s Heredia, Costa Rica team. In its essential role, the BPO Manager leads, executes and supports projects and initiatives for the Americas Region for the GBS team w.r.t. HR services. The BPO Manager is part of the regional Leadership Team.


  • Act as change agent for the Americas team, identifying improvement opportunities and driving change from within
  • Manage and drive the assigned projects and initiatives within time & budget achieving target scenarios and end products as specified in each Project Business Case and/or Project Initiation
  • Document, manage and drive the assigned projects under observance of Project Management standards (i.e. PRINCE, PMI, Scrum, First Choice / SixSigma, Design Thinking)
  • Act as an internal consultant to projects from their initiation until their completion
  • Ensure proper communication of projects status and risks/opportunities
  • Support business development efforts from proposal creation to implementation
  • Coordinate GBS Survey regionally
  • Drive process automation projects to bring efficiency within existing processes, but also enhance the user experience of HR processes and tools
  • Managing the landscape of the ticketing tool and all its requirements

Mandatory Qualifications and experience

  • Licensee degree in Business Administration, Industrial Engineering, IT or related disciplines
  • At least 3 years of experience of project management experience
  • 2 - 3 year business experience
  • English/Spanish proficiency 90% (Fluently)
  • Business user of Microsoft Office (Excel, Microsoft Projects, Word, PowerPoint, Access, Outlook, etc.)
  • Comprehensive understanding of systems design, information technology, enterprise architecture and information integration

Additional desirable qualifications and experience

  • Project management certification (PMP, PRINCE or equivalent)
  • Proficient knowledge and exposure to Ticketing tools and HR systems (GSN, ADP, etc)
  • MBA
  • SixSigma Certification, Green Belt Level / Advisor First Choice
  • Design Thinking
  • UX/UI design
  • RPA (e.g. UiPath)

DPDHL offers excellent opportunities of professional growth, with attractive benefits package and competitive salary conditions.

Zahlen und Fakten

  • Arbeitszeiten


  • Geschäftsbereich

    DHL Global Business Services Americas

  • Beschäftigungsart

    Unbefristet Vollzeit

  • Arbeitserlaubnis erforderlich


  • Schichtarbeit


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