Manager -Business Process, Quality and Performance Management

Job Purpose:

The Manager - Digitalization, First Choice &am p Quality is responsible for driving automation and digital transformation initiatives, leading First Choice excellence programs, and ensuring adherence to quality standards and continuous improvement.

The role identifies process improvement opportunities, implements scalable digital solutions, drives stakeholder engagement, and supports operational excellence through structured methodologies including DMAIC, Lean, and ISO-based quality frameworks.

The role is responsible for monitoring various performances for operational excellence, identifying opportunities for improvement, stakeholder management to drive improvements to meet Customer and Business requirements with employee engagement. This role should also oversee the deployment and rollout of systems and tools.

The position will need to be able to fully grasp the complexity of our data and have a strong understanding of our processes. The role holder will be responsible on meeting project commitments in terms of time, budget and resources, including communications with sponsors, stakeholders etc. He/She will spend the majority of time on Business Process and Product management responsibilities.

Key Accountabilities:

. The role holder will lead the development and implementation of a broad, coordinated set of plans and programs to meet the goals and priorities of CW1.
. Digital Solution Delivery & Governance
. Manage end to end solution deployment including requirements, backlog, sprint planning, UAT, rollout, and stabilization.
. Automation Opportunity Identification
. Partner with operations, commercial, finance, and support functions to identify automation use cases delivering measurable value.
. Conduct process assessments, data analysis, and feasibility studies to determine automation fit.
. Support, Stability & Continuous Improvement
. Oversee post-deployment support, drive adoption, and ensure solutions meet SLAs.
. Manage incidents, enhancements, and root cause resolutions for stability of digital tools.
. B. First Choice (FC) - Continuous Improvement & First Choice Deployment
. Lead deployment of First Choice tools, methodologies, and improvement workshops.
. Coach and train teams on FC principles, DMAIC, problem solving, and customer-centric process design.
. Support identification and grooming of First Choice experts across the country.
Customer Satisfaction & NPA/CSS
. Review NPA/CSS scores, identify improvement areas, and collaborate with Operations/Commercial to drive enhancements using FC tools.
. Facilitate initiatives focused on customer touchpoints and experience improvement.
Business Process Optimization
. Conduct deep-dive analysis of performance reports, identify bottlenecks, and propose improvement actions.
. Support the creation of standardized, optimized processes and SOP updates.
. Review business processes and performance, and constantly seek to drive improvement in functional processes.

Finance & Projects-

Actively promote the exchange and adoption of Best Practices within the country to leverage collective learning and to improve consistency and productivity.
Use of technology to improve efficiency and customer satisfaction.
Ensure the financial well being of the company from a legal, statutory and DPDHL Group perspectives. Set, review, and implement capital and revenue budgets, ensure cost control programmes are effectively implemented to manage costs and ensure good capital and debtor management to improve liquidity.

People Management:

Develop a high-performance service culture within the functional department. Plan, organize and direct an efficient and effective functional department.
Develop IKOs/KPIs with team members and monitor individual performance.
Identify training needs and opportunities to develop a highly skilled functional department.

Divisional Experience:

3+ years experience in Freight Forwarding Operations or Project Management in another relevant Management position in a Freight Forwarding Company or a consultancy or in a large Multinational business in India / Asia.

Geographical Experience:
Experience in large regional responsibility and close coordination and working with Country teams.

Education / Qualification / Certification Requirements:
Bachelor's degree in Business, Engineering, IT, Operations Research, or related discipline.
ISO Certifications
Lean Management
Data Analysis and Administration skills.