DHL Express, Inc. Senior Business Analyst, Advanced Quality Control Centre in Singapore
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DHL Express Global Head Office has an opening for Senior Business Analyst, Advanced Quality Control Centre (AQCC) in the Central Service Performance & AQCC Development function. The key purpose of this role is to:
Contribute to the development of AQCC through defining business requirements, reviewing proposed solutions, providing input to development planning and supporting testing such as UATs and pilot deployments.
Contribute to the development of processes and standards for the use of AQCC to drive local service quality in a facility, for handling complex cross-facility cases and for closing the quality loop.
Contribute to the development of the AQCC training platform and materials to support the rapid global deployment of new AQCC functionality and associated processes.
Support all regions with deployments of new AQCC functionality.
Advanced QCC Development
Define business requirements for AQCC functional enhancements, in conjunction with subject matter experts (SMEs) and users, etc to provide inputs to the AQCC development plan.
Co-ordinate with operations representatives to provide feedback on solution designs proposed by the Global Business IT AQCC development team.
Provide input to development planning to assist prioritisation of deliverables.
Organise and participate in testing such as UATs and pilot deployments.
Use new AQCC “self-measurement” functionality to improve route/ transit time calculations.
Collaborate with SMEs from other business functions to define usage and application of shipment route plan in their systems.
Processes & Standards Development
Work with appropriate stakeholders such as Operations SMEs, Regional Service Quality (SQ) teams etc., to define the core processes for utilisation of AQCC at different facility types to drive local service quality.
Work with appropriate stakeholders such as Operations SMEs, Regional SQ and QCC teams, Global SOP etc. to define the processes and standards including communication and escalation protocols and roles and responsibilities for handling complex cases spanning multiple facilities/ countries/ regions.
Training Materials Development
Work with appropriate SMEs to develop training platforms that will support the efficient delivery of training to facilitate rapid global deployment of new AQCC functionality.
Work with appropriate SMEs to develop engaging training materials / content covering how to use the system itself and the processes and standards for local utilization, case management and closing the quality loop.
Work with the Regional AQCC leads to devise and monitor deployment plans to facilitate the global roll out of new AQCC functionality.
Work with the Operations AQCC Development team and the GBIT AQCC Development team including contractors to deliver on the key activities above.
Interface and co-ordinate with regional AQCC leads to support regional deployment plans.
Present and communicate the AQCC program to other functions and define its role within the Global SOP P2R process.
Manage and report status of critical project milestones, and work with business and IT stakeholders to mitigate risks and minimise impact to overall project deliverables.
Work with stakeholders to gather, define and document business requirements, processes and standards.
Participate in workshops to ensure proposed solutions meet defined business requirements.
Analyse data to identify improvement opportunities
Organise and participate in testing activity.
Work with SMEs to develop training platforms and content.
Work with regional counterparts to formulate plans and monitors progress to provide visibility on deployment status.
Influence regional SQ teams, Operations users etc. without having direct authority.
Promote a culture of quality and service excellence.
WHAT WE NEED FROM YOU
Minimum 6 to 8 years relevant experience with some service quality experience within DHL.
A good working knowledge of DHL Express’ operations and processes.
Results oriented with a strong focus on high quality service performance across different locations with diverse conditions.
Strong organisational awareness (understanding of, and ability to work effectively within the DHL matrix structure).
Strong interpersonal and communication skills.
Strong project management skills.
Strong data analysis skills.
Advanced knowledge of MS Office Applications.
Proven ability to direct and influence other managers outside of direct line management structure to undertake activities that achieve objectives.
Minimum Bachelor’s Degree in a relevant field.
Do you see a personal challenge in these versatile and responsible tasks? Apply now - we look forward to receiving your application!
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