Job Purpose

Develop and administer business process quality & improvement plans and processes to identify new and alternative approaches to improve effectiveness of business processes in line with overall business strategy and objectives, Group guidelines and policies.

Drive First Choice- Customer Centric Projects as defined by the Global First Choice guidelines.

To work closely with Country Products and Sales to ensure performance are maintained within the parameters set and agreed (CSS, Performance Index, Projects etc.)

To gather and analyse data and business intelligence and use this data to work on various improvement projects (Process and Customer Centric)

Divisional Experience

Good understanding of the global forwarding industry and the DGF business models.

Functional Experience

5-7 years in Freight Forwarding or Transportation with relevant experience in Customer Centric Activities driving Quality, Compliance and Business requirements.

Business Analysis, Operations Management, Supply Chain Management, Quality Assurance, Customer Satisfaction, Key Performance Indicators, Continuous Improvement, Process Improvement, Risk Management, Change Management, First Choice, Consulting, Coaching, DHL Business Knowledge, Business Processes, Business Strategy, Market Research, Project Management, Stakeholder Management, Influencing, Feedback, Presentation & Storytelling, Facilitation

Geographical Experience

- Individual contributor who may manage two or fewer employees
- Experience in developing and executing strategic and tactical plans, in a large and dynamic environment.




- May direct the work of other lower-level professionals or manage processes and programs
- Coach and review the work of lower-level professionals

Education / Qualification / Certification Requirements:

- Bachelor’s Degree or equivalent experience/qualification
- Six Sigma / Equivalent Trainings to drive lean and continuous improvement initiatives
- Excellent communication skills and presentation skills.
- Ability to take ownership and proactively address topics.
- Ability to handle multiple and hanging priorities

Competencies Customer Orientation: Is focused on identifying and understanding each customer’s needs. Expresses and acts on desire to assist customers in an efficient and friendly manner. Decision Making: Makes timely and appropriate choices based on accurate analysis and experience. Uses sound judgment even in conditions of uncertainty. Anticipates impact of decisions and plans how to manage risk.

Cross Border Thinking: Thinks and acts across boundaries (e.g. between processes, units, divisions, countries). Respects different cultural values. Helps the integration of our group through proactive information sharing.

Commitment to Excel / Constructive Challenge:



Challenges self and others to exceed standards and achieve extraordinary results, striving for best in class. Is not easily deterred when obstacles or delays are encountered. / Contributes to an environment where people at all levels stand up for their ideas and where the status quo can always be challenged for the better.

Building & Managing Partnerships: Uses interpersonal styles to create and sustain effective relationships with business partners (e.g. suppliers, joint venture partners, industry groups, competitors, governments, unions) and colleagues. Is open to approaches that meet mutual goals.

Influencing: Persuades others of the value of an approach or idea. Gains commitment and support and gets others to willingly take action.

Planning & Organizing: Sets clear and realistic goals and objectives. Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is structured with good personal organization. Schedules time effectively and use efficient work methods and tools.

Communication: Provides both verbal and written information in a timely, explicit and concise manner. Expresses ideas effectively, adjusting style, tools and mode to the needs of others. Listens attentively, and summarizes or asks questions, when needed, to clarify information.

Functional Competencies

Operations, Customer Service.

Knowledge of the Forwarding and Customs Processes.

Good communication and Business Process skills.

Ability to achieve high levels of service delivery and process excellence

📌 Manager - First Choice and Performance Management (Mumbai)
🏢 DHL Global Forwarding
📍 Mumbai