Join our dynamic leadership team at DHL Global Forwarding, Freight (DGFF) GSC - Global Service Centre!
Are you dynamic and results-oriented with a passion for logistics Join our high-performing Global Shared Services Team (GSC) at DHL Global Forwarding, Freight (DGFF) a Great Place to Work certified organization and one of the Top 20 most admired Shared Services Organizations in 2025 by the independent global Shared Services & Outsourcing Network (SSON).
We are the captive Shared Service Provider for DHL Global Forwarding and DHL Freight (DGFF). We are an organization of more than 5,800 colleagues complemented by approximately 400+ virtual FTE (i.e., bots applied in process automation). Our colleagues are based across six service delivery centers in Mumbai, Chennai, Chengdu, Manila, Bogota & Budapest. You will interact with people from all over the world and get the chance to a truly international organization.
Job Title: Head - Process Excellence, Global
Job Location: Chennai
The role is responsible for driving enterprise-wide process excellence and optimization across Global Shared Services Centers by embedding standardized, efficient, and resilient operating models. It leads strategic initiatives in quality, digitalization, and automation to deliver measurable business outcomes, cost efficiencies, and enhanced customer experience. Partnering closely with global and regional leaders, the role ensures continuous improvement, capability building, and sustained operational performance at scale.
Key Responsibilities:
Global Process Excellence & Optimization
- Lead and drive global process optimization initiatives in close collaboration with Global Shared Services Centers and local Operational Excellence teams, ensuring alignment with enterprise strategy and business objectives.
- Provide strategic leadership in the design, development, and execution of global process improvement strategies to enhance operational efficiency, effectiveness, and scalability across regions.
- Enable cross-center collaboration by fostering engagement with multiple GSC locations to identify standardization opportunities, share best practices, and unlock synergies in process excellence.
Operational Resilience & Quality Management
- Oversee and continuously strengthen operational resilience frameworks to ensure uninterrupted service delivery, risk mitigation, and robust process designs.
- Implement, embed, and reinforce First Choice / Quality Management concepts across all GSCs, promoting a strong culture of compliance, continuous improvement, and high-quality service delivery.
Digitalization, Automation & Performance Management
- C hampion digitalization and automation initiatives in partnership with Virtual Delivery Centers (VDCs), including end-to-end project management of automation programs to deliver measurable efficiency and productivity gains.
- Define, standardize, and monitor global performance metrics and KPIs to evaluate the success and impact of process improvement initiatives, ensuring transparency, governance, and accountability.
Capability Building & Benchmarking
- Design and deploy structured capability-building and training programs to strengthen the skills and effectiveness of Operational Excellence teams across GSCs.
- Conduct continuous internal and external benchmarking to stay aligned with industry trends and global best practices, systematically integrating learnings into organizational processes.
Business Impact & Value Creation
- Establish a results-driven and outcome-oriented approach, ensuring process improvement initiatives translate into tangible business benefits, cost efficiencies, enhanced customer experience, and long-term value creation across all GSC centers.
Required Qualification & Skills
- Bachelor's degree in Business Administration, Quality Management, Industrial Engineering, or a related discipline (preferred).
- 10+ years of experience leading global process optimization and operational excellence initiatives with demonstrated, measurable business impact.
- Experience within Logistics BPO environments is preferred but not mandatory.
- Certified Six Sigma Black Belt with strong knowledge of Lean tools and methodologies.
- Advanced proficiency in Microsoft Excel and PowerPoint for analytics, reporting, and executive-level presentations.
- Strong expertise in quality management and continuous improvement methodologies, with the ability to embed a culture of excellence across diverse organizations.
- Proven global leadership capabilities, with experience influencing and mobilizing cross-functional and cross-regional teams.
- Highly collaborative mindset with the ability to align diverse stakeholders across GSCs toward shared operational excellence goals.
- Deep understanding of operational resilience, risk management, and business continuity planning.
- Strategic and visionary thinker, capable of developing and executing a multi-year roadmap for global process optimization aligned with enterprise priorities.
- Demonstrated leadership in digitalization and automation initiatives, leveraging technology to drive sustainable efficiency improvements.
- Strong analytical and data-driven decision-making skills, with experience defining, tracking, and interpreting performance metrics.
- Proven capability in designing and delivering impactful training programs to upskill Operational Excellence teams globally.
- Strong awareness of industry trends, emerging best practices, and innovation opportunities with a focus on delivering business results and customer satisfaction.
DHL Global Forwarding, Freight (DGFF) GSC is a Great Place to Work certified organization and a proud recipient of multiple prestigious awards, including Top Employer in India, Top Employer Asia Pacific, and Top Employer Global.
Why Join Our Leadership Team at DHL
DHL is a purpose driven organization, with presence in more than 220 countries and territories worldwide, and with business units like freight forwarding, courier, contract logistics, and ecommerce. Our scale and our people make DHL the world's leading logistics company. The leadership at DHL is at the forefront solving problems for our business, our people and our planet, the impact is immense.
DGFF shared service is a captive service center for our freight forwarding division, and is a key partner is delivering value to our countries and our customers. Spread across the regions with 6 centers in Bogota, Budapest, Chengdu, Chennai, Manila, and Mumbai, the shared services unit is the backbone for our freight forwarding business. Leadership is the key enabler along with our people.
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