Senior Specialist - BPO

Full Job Description

Description - External

KEY AREAS OF RESPONSIBILITY

• Gather information and data to support excellent business analysis services

KEY PERFORMANCE INDICATORS

• Stakeholder satisfaction, incl. Project Manager, Process Owner, project member, end users and project board members,
• Quality of documentation that is required in the project. Scope-, requirement-, analysis-, training-documentation, user manuals.
• Realized benefits compared to the expectations
• Time to gather requirements and specify the solutions.
• Amount of issues and rework in the project.

KEY TASKS

• Under general/ limited supervision, support delivery of processes and activities for successful execution of projects
• Provide timely and effective administrative support to a project teams such as arranging meetings, developing agendas, etc.
• Perform administrative tasks such as research, data processing and validation, and documentation
• Gather information and data for preparing project estimates on costs, resources and time
• Reconcile project requirements and perform calculations
• Process data and generate standard reports and updates for projects to support project teams
• Enter and share information regarding project tasks/ activities, project expenses, etc. to keep teams updated
• Follow and achieve compliance with established procedures and ensure proper usage of project management processes and tools
• Resolve recurring routine issues faced during delivery as per defined processes, systems and methods

Qualifications - External

REQUIRED COMPETENCIES

• Ambassador of our DHL behaviors, code of conduct and competencies
• Results oriented: Providing optimal support to ensure projects, programs and portfolios achieve the best possible results in the most efficient way
• Self-motivated and highly organized with a high level of attention to detail
• Energetic, enthusiastic, team player
• Able to manage deadlines
• Big picture thinking, able to understand implications, and mitigate complications
• Can handle stress and works well under pressure
• Flexible and adaptable
• Analytical: Ability to get a complete overview of the project, program and portfolio with the ability to distinguish between various projects and processes within these elements
• Assertive: Ability to actively participate in tactical discussions with stakeholders and challenge the effective status quo in a constructive manner
• Being innovative and have an open mindset: Constant reflection on the way of working to drive continuous improvements
• Ability to prioritize and multi-task: Taking into consideration strategic requirements and ad-hoc demand
• Proficient in written and spoken communication (English and preferably one additional language)
• High level of integrity and discretion in handling confidential information
• Strong presentational, interpersonal and intercultural skills

EXPERIENCE, EDUCATION AND TRAINING PREREQUISITES

• Vocational, Specialized, Technical certification, or equivalent, ideally in a related field (such as Finance, IT or business)
• Solid Finance process knowledge (OTC, FA area)
Beneficial to possess experience/ certifications in: