Global Head Process Excellence

OverviewPosted on: 28 April 2025Department: Process ExcellenceLocation: DubaiExperience required: 8 - 12 yearsGlobal Head of Process ExcellenceJob PurposeThe Head of Process Excellence will lead the design, standardization, and continuous improvement of global freight forwarding processes, ensuring seamless integration with operational and business intelligence systems and back-office service center. The role focuses on enhancing process quality, operational efficiency, and business KPIs. This role will also oversee the coordination and collaboration with the Global Service Centre and represent Business and process Requirement to IT to ensure end-to-end process optimization and alignment. Through strong leadership, collaboration, and analytical expertise, the Head of Process Excellence will establish robust operational foundations to support the organization’s global growth and competitiveness.Key ResponsibilitiesProcess Standardization & Improvement:Conduct process discovery and mapping to analyze business processes, utilizing BPM tools and methodologies to model and simulate current and future states.Lead the development and implementation of global process standards, ensuring efficient, high-quality operations across all regions.Develop and maintain process documentation, SOPs, and workflow diagrams in alignment with PTO guidelines.Collaborate with cross-functional teams to ensure processes are standardized, scalable, and compliant with local and global regulations.Collaborate with cross-functional teams to gather process requirements, document workflows, and design innovative solutions to optimize business operations.Facilitate process workshops and training sessions to drive understanding, adoption, and continuous improvement across the organization.Continuous Improvement & Innovation:Identify and design innovative process solutions and workflows to achieve strategic objectives and operational excellence.Utilize data analytics to monitor KPIs and identify opportunities for improvement, including potential digitization and automation initiatives.Spearhead Business Excellence self-assessment deployment across organisation in line with PTO standards to drive continuous improvement.Partner with stakeholders to drive change management initiatives, ensuring successful implementation of process improvements.Train and support teams in process mapping and improvement identification, building organizational capability in process excellence.Lead change management efforts to ensure smooth adoption of process improvements and system changes, including training and communication plans.Develop reporting frameworks for real-time tracking of process performance and operational success.Monitor key business KPIs related to process quality, efficiency, and operational performance, ensuring alignment with strategic goals.Provide thought leadership in enhancing the use of CargoWise for operational efficiency, data management, and reporting.Work closely with the Global Service Centre to ensure efficient handling of back-office processes, alignment of KPIs and SLAs, and regular reviews of same.Leadership & Stakeholder Engagement:Lead a team and foster a culture of continuous improvement and high performance.Engage with regional and country-level leaders to understand operational challenges and ensure solutions meet global standards while accommodating local needs.Regularly report to senior management on process improvement initiatives, performance metrics, and opportunities for further optimization.Key Performance Indicators:Process Efficiency: Improvement in operational process cycle times and reduction of bottlenecks; achievement of standardized process execution across all regions.Quality of Process Documentation: Percentage of processes documented in alignment with global standards; timeliness and accuracy of process documentation updates.Adherence to Global Standards: Percentage of regional offices fully compliant with global SOPs and process standards; results of internal and external process audits; successful rollout and adoption rate of new process initiatives; number of process improvement initiatives completed on time and within scope; level of stakeholder engagement and satisfaction with change initiatives; successful training sessions conducted and user adoption rates.Cost Savings and Operational Efficiency Gains: Quantifiable cost savings resulting from process optimization initiatives; improvement in operational efficiency and productivity metrics.KPI Monitoring and Reporting: Accuracy and timeliness of KPI reporting across regions; use of data analytics to identify trends and drive continuous improvement.Key Interactions (Internal | External):External: BPM Consultants & Vendors; Training Providers; Industry Associations.Internal: Global CPTO & Senior Leadership; Regional & Country Heads; IT & Digital Transformation Teams; PTO Office & Global Teams; Branch Offices.Education & ExperienceEducation: Bachelor’s deg