D&T Manager Customer Services Express - Business Process Engineer

Purpose of the Job

The Business Process Engineer – Customer Services Express is accountable for analyzing, redesigning and continuously improving the end-to-end customer service processes that support the Express (time-definite shipments and courier) business, spanning operations, order capture, track-and-trace, exception management, complaints/claims handling, and Contact Centre operations.

The role partners closely with Customer Services, Operations, D&T and Network teams across multiple geographies to identify inefficiencies, standardize best-practice workflows, and lead structured process improvement initiatives that enhance customer experience, reduce cost-to-serve, and improve service-level performance for the Express product line.

Operating at Manager level, the incumbent is expected to independently scope, lead and deliver process improvement projects using structured methodologies (e.g. Lean, Six Sigma), with minimal supervision, and to influence stakeholders at multiple levels across different countries and business units.

Job Description

• Lead end-to-end process discovery, mapping and analysis (as-is / to-be) for Customer Services Express workflows including booking, pickup, track & trace, exception/delay management, COD, returns and complaints handling.
• Independently identify root causes of process inefficiency, service failure and customer dissatisfaction using data-driven analysis (Voice of Customer, NPS/CSAT, call drivers, SLA breach data) and translate findings into actionable improvement plans.
• Design, pilot and roll out standardized Standard Operating Procedures (SOPs), workflows and process controls across multiple countries/stations, ensuring consistency while accommodating local regulatory and operational nuances.
• Lead cross-functional and cross-geography process improvement projects (Lean/Six Sigma DMAIC, Kaizen events) from charter through to benefits realization, managing project governance, timelines, and stakeholder communication.
• Partner with Contact Centre / CCaaS, CRM and Operations teams to redesign customer interaction journeys, reduce average handling time, first-contact-resolution gaps, and repeat-contact drivers.
• Define and track process KPIs and control plans (SLA adherence, cost-per-transaction, defect/error rates, customer effort score) and institute governance to sustain improvements post-implementation.
• Act as change agent, driving adoption of new processes and tools with front-line and operations teams; manage resistance to change through structured change management and stakeholder engagement plans.
• Collaborate with Digital & Technology teams to translate process requirements into system and automation requirements (RPA, workflow automation, self-service, AI/chatbot deflection) that support process simplification.
• Benchmark Express customer service processes against industry best practice and competitor/courier standards, recommending innovations to maintain competitive service levels.
• Build process improvement capability within the business by coaching operations managers and team leads on Lean/Six Sigma tools and a continuous improvement mindset.
• Prepare and present business cases, project status updates and impact reports to senior management and regional leadership.
• Ensure all redesigned processes remain compliant with relevant customs, data privacy and regulatory requirements across the geographies served.

Job Requirements - Experience and Education

•    Bachelor's degree in Industrial Engineering, Business Administration, Supply Chain, Logistics or a related field (Master's degree an advantage).
•    Minimum 10 years' overall experience, including a strong track record in business process engineering, continuous improvement or operational excellence roles.
•    Six Sigma Green Belt certification required; Six Sigma Black Belt strongly preferred.
•    Lean/Kaizen certification or equivalent process excellence qualification is an advantage.
•    PMP or equivalent project management certification is a plus.
•    Comfortable working with large datasets and reporting/BI tools (Excel, Power BI, Tableau or similar) to derive insight.
•    Strong process mapping and BPM capability (e.g. BPMN, Visio, Signavio, ARIS or similar).
•    Solid understanding of Express/courier operations, service level frameworks, and the end-to-end customer service lifecycle
•    Prior experience within the logistics, express/courier, freight forwarding or broader supply chain industry is essential.
•    Demonstrated experience leading process improvement initiatives independently and end-to-end, including in Customer Service / Contact Centre environments.
•    Proven experience leading projects across multiple countries/regions and working with geographically dispersed, cross-functional stakeholders.
•    Experience working with Customer Service systems such as CRM, CCaaS/contact center platforms, ticketing and case management tools is highly desirable.

Leadership Behaviors
Building Outstanding Teams
Setting a clear direction
Simplification
Collaborate & break silos
Execution & Accountability
Growth mindset
Innovation
Inclusion
External focus
Skills
Adaptability
Resilience
Coaching
Communication Skills
Continuous Improvement
Customer Centric
Data Analysis
Influencing Skills
Change Management
Problem Solving
Stakeholder Management
Strategic Thinking
Analytical Thinking
Cross-Cultural Competence
Data Management
Capability Development