Job Purpose*
To ensure efficient, effective and optimal use of processes, applications, and communication to ensure service excellence within the company. The role focuses on process improvement activities, implementation of new processes, as well as analyzing current processes to identify and implement efficiency and service delivery opportunities in close cooperation with frontline offices and regional management.

The job holder will ensure:
•    Improved processes are described, documented, implemented and adhered to correctly and with appropriate KPI’s and associated SLA’s, for new and existing business, and for corporate policies and processes.
•    Business processes are subject to regular review and improvement.
•    Business systems developments (new systems and enhancements to existing systems) take into account the needs of customers and the user community in their country, that requirements are properly documented, systems are properly tested, and deployments are efficiently managed (including training and associated process changes) within GBS sites
•    Support customer implementation projects, in order to provide a successful implementation.
•    Lead or support other internal projects typically to reduce our cost to serve and/or enhance our customer service levels.
 

Roles & Responsibilities 

Assist in developing training or reference materials to improve user learning and experience in for GBS processes Propose topics to Global SQ community in support of above Support customer implementation projects, in order to provide a successful implementation. Collaborate with FSSC leads and other global stakeholders to identify process improvements/standardization that optimize efficiency and improve quality Lead or support other internal projects typically to reduce our cost to serve and/or enhance our customer service levels Work on raw data from multiple data sources and provide meaningful analytics to detect anomalies/outliners. Collaborate with Process Owners to produce financial analytics and reporting using financial systems to reduce revenue and cost leakage. Perform root cause analysis and identify core issues/process gaps using data; includes recommending improvements that guide the organisation to improve profitability and internal controls. Support annual Control Self-Assessment (CSA) exercise for FSSC. Support process design of standard processes in cooperation with GBS  Ensure deployment of defined processes (coordination with internal and potentially 3rd parties). Ensure proper documentation of all processes.  Act as a change management facilitator for implementations of new processes and applications. Support customer implementation projects. Coordination of project related tasks Creation, publication and updating of project plans including collection and delivery of regular implementation status Maintain & monitor list and status of ongoing project initiatives or tech enhancements with APLL organization Organise and support training for new and existing users.

Qualification*

Bachelor's Degree or equivalent level in Finance, Accounting, Business Administration or related fields

Requirements*

3-5 years’ experience in international logistics environment and in Process Improvement and/or other field relevant to APL Logistics With minimum yellow-belt training or certification Good command of MS Office applications Well-developed communication skills, excellent command of English language and language relevant to office of domicile, both orally and in writing. Passion for service excellence, innovative mindsets Effective organizational & planning skills with ability to prioritize and deliver tasks within given timeline Ability to quickly assimilate how new or existing applications or functionality may be applied to improve or extend customer services Analytical, methodical and logical approach to problem solving, solution-focused on a global perspective Strong interpersonal skills within a multi-cultural environment. Strong attention to detail.  Project and Change Management skills Be good at process documentation and creative thinking