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. And we reward and promote these whenever we can. Whether it's through flexible work schedules and a culture of openness and respect or personal mentors and our comprehensive range of development programs as our Certified programs, we'll help you realize your full potential and become a specialist in your area.
For the Global Business Project Organization (BPO) departments, DHL Express is looking for an experienced, motivated and results-oriented colleague who can develop and administer the processes, tools and techniques in deployments projects that are included in the BPO roadmap in close cooperation with the project manager.
Overall role purpose
As Manager of Project Management within the Express Finance BPO Organization, you will (people) manage a pool of Project Managers on their mission to exceed client expectations through streamlined communication, efficient processes and dedication to quality. This position will involve leading Projects and Programs together with the manager responsibilities. You will understand what it takes to deliver strategic, creative and innovative projects to our organization, and develop team talent to make it happen. Moreover, you will embed the appropriate project management methodologies, standards and tools to establish the team as a center of excellence for Program and Project delivery.
This position will involve working closely alongside BPO Program Managers, Deployment Business Analysts, Process Towers and Strategic Global Teams, Business IT, Product Owners, IT Services and Country Management teams to guarantee the highest quality of product, process and solution deployment through best-in-class Project Management services. This will include the identification of, and addressing of, all recognized operational, financial and technological risks and implications through a complete end-to-end deployment cycle.
Effectiveness in this role is defined by successfully carrying out the required strategy to ensure optimization of processes, practices, policies, standards and metrics that meet, or exceed, company business objectives.
Your business area
As the Manager of Project Management, you will be part of our Global Express BPO Finance organization and will be based in our Shared Service Center in Costa Rica. You will be reporting into the Head of Express Finance BPO.
Role focus and main responsibilities
. People management
. Project or Program Manager
. Lead and ensure efficient Project Management practices
. Lead, develop and organize your team effectively (including measurements and KPIs)
. Maintain a high performing team with a Can-Do attitude
. Develop and empower the individuals in the team to strive for excellence
. Coach and develop individuals skills, competence and potential
. Retain talented employees, by recognizing and rewarding performance through monthly development plans and annual performance reviews
. Create an environment in which your team can deliver according to the requirements of our key stakeholders
. Prioritize and manage clear objectives and expectations to your team
. Design & use daily management & KPI's to monitor the operational performance of the team
. Ensure regular performance feedback/ reviews/ appraisals conducted
. Communicate regularly with Country, Regional and Global Stakeholders to evaluate the performance of the team
. Lead continuous improvement mindset
. Work with the BPO teams , Process Towers & countries to identify process gaps that could be captured in continuous improvement plans.
. Foster an environment that drives performance in the areas of customer satisfaction, knowledge creation, technical expertise, process improvement, and timeliness of support delivery
Educational qualifications and experience
. Track record in successful people management
. Minimum Bachelor's degree or equivalent, ideally in a related field (such as Finance, Project Management, Change Management, IT or business)
. Beneficial to possess experience/ certifications in:
o Project Management/ deployment, Change Management, Stakeholder Management and/ or Performance Management
o PMP Certification preferred
o First-choice / LEAN / Six Sigma
. Analytical skills and capacity for conceptual thinking, able to think and act with a cross-organizational and cross-process approach
. Excellent communication and presentation skills
. Minimum 5 of experience in people management
. Beneficial to have a digital mindset with experience in automated Project Management solutions
. Experience managing third party vendor relationships
Required competencies
. Proficient in written and spoken communication (English and Spanish). Any additional language is a plus.
. Ambassador of our DHL behaviors, code of conduct and competencies
. Results oriented: Leading a team of professionals to ensure projects, programs and portfolio achieve the best possible results in the most effective way
. Demonstrates superior leadership and collaboration skills and techniques which appropriately define alternate solutions, resolve conflict and create lasting productive partnerships within the team, within the wider BPO team and with other stakeholders
. Self-motivated and highly organized with a high level of attention to detail
. Energetic and enthusiastic team player who possesses the ability to motivate and lead a team of professionals
. Strong listening skills and ability to present a compelling point of view
. Able to manage deadlines
. Big picture thinking, able to understand implications, and mitigate complications
. Can handle stress and works well under pressure
. Flexible and adaptable
. Analytical: Ability to get a complete overview of the project, program and portfolio with the ability to distinguish between various (complex) projects and processes within these elements
. Assertive: Ability to actively participate in tactical discussions with stakeholders and challenge the effective status quo in a constructive manner
. Being innovative and have an open mindset: Constant reflection on the way of working to drive continuous improvements
. Ability to prioritize and multi-task: Taking into consideration strategic requirements and ad-hoc demand
. Excellent level of written and spoken communication (English and preferably one additional language)
. High lev el of integrity and discretion in handling confidential information
. Expertise working with senior executives and comfort-level influencing those in leadership roles
. Proven success working in a fast-paced environment while still producing high-quality, detail-orientated work
. Strong presentational, interpersonal and intercultural skills
