Job Title: ASFR Process Excellence Manager

Location: Toronto, Ontario

DHL Global Forwarding is a Freight Forwarding organization that is the expert in global air, ocean and ground Freight Forwarding as well as Customs operations and Compliance. Our passion is to enable international trade utilizing the best teams in the industry. We simplify our customer operations and maximize their opportunities to achieve results.

Drive adoption of the Global AFR standard process and solution landscape within the country. Guide and support stations by providing expert analysis of processes, collecting valuable feedback, and collaborating with stakeholders to develop effective improvement roadmaps. Drive high performance in terms of productivity, quality, effectiveness, and high customer satisfaction. Monitor compliance with regulations and standards, ensuring that business practices align with relevant government, industry, and company rules. Foster a culture of collaboration, customer centricity and change management to facilitate smooth adoption and implementation of the global standard, ultimately achieving operational excellence within your country.

Main tasks & Key Responsibilities:

• Design and implement country improvement programs to drive adoption of global processes and solutions, focusing on achieving operational excellence in line with global standard
• Identify and oversee continuous improvement initiatives within the country to enhance operational efficiency, quality, reduce waste, and improve overall performance and customer satisfaction.
• Contribute to the development of the global standard by reviewing customer feedback and collecting requirements / feedback / best practices from the country organization with regards to existing processes, workflows, trainings, KPI, GSC services, solutions, systems, and providing those to the regional/global process excellence and solutions delivery teams
• Ensure adherence to legal and company regulations by monitoring and enforcing compliance measures and quality standards, including but not limited to regulations set out by The International Air Transport Association (IATA), ISO certifications etc.
• Ensure the successful, efficient, and scalable onboarding of all new and existing customers, translating customer promise into operational execution
• Champion a culture of change and innovation within the country operations, implementing effective change management practices to facilitate process improvements and coaching the organization on First Choice core tools
• Work closely with Global Shared Services (GSC) to drive centralization and continuous improvement
• Work closely with country IT teams to integrate technology solutions that support process optimization and automation initiatives
• Provide training and development opportunities for operations and process excellence team members to enhance their process optimization skills and foster a culture of process excellence
• Independently create longer-term deployment plans for larger initiatives and to deliver against them – managing effectively multiple parallel initiatives.
• Engage and influence stakeholders across all levels—from management to operators—by clearly communicating ideas and benefits, and driving alignment and execution.

Minimum Requirements (Education, experience and skills):

• Bachelor’s degree or equivalent experience/qualification
• Minimum 6 years of relevant experience
• Ability to apply project / process management methodologies to drive processes improvements / solve complex issues e.g. First Choice methodologies
• Good understanding of and strong network in the forwarding industry, the AFR organization and related DHL Group departments
• Good understanding of the systems and tools relevant to the operations of DGF AFR
• Solutions-oriented, customer-centric mind-set to identify and drive relevant improvements.
• Collaborates with leadership teams from regional and country Air Freight and all other country functions e.g. IT, Finance, Procurement, Sales, Ocean Freight
• Extensive contact and negotiating with other departments and 3rd parties e.g. carriers, service providers etc
• Manage experienced professionals who exercise latitude and independence in assignments
• Develop short to long-term (1-5 years) plans for optimizing the organization and the talent required to execute strategies; ensure succession planning for key roles

The Freight Forwarding experts since 1815. DHL Global Forwarding, Freight (DGFF) is part of Deutsche Post DHL Group with over 43,000 employees in 101 countries. Our air, ocean, and overland freight forwarding services include standardized transport as well as multimodal and sector-specific solutions, together with individualized industrial projects. We are committed to creating a workplace that ensures mutual respect and is focused on results. We hire talented people from all backgrounds. DHL is an equal opportunity employer and believe we will gain, through the recruitment and development of staff who represent the broad diversity of the Canadian workforce. Diversity enriches our workplace, drives our success, and helps us deliver excellence. We are recognized as a Global Top Employer with 6 regions and 35 countries. Through our people practices, we help our forwarders realize their full potential by accessing in-site training programs, an

online platform portal, loads of on-the-job training, and the chance to gain certifications for your role. DHL Global Forwarding will only employ those who are legally authorized to work in Canada. This is not a position for which visa sponsorship will be provided. Individuals who need sponsorship for work authorization, now or in the future, are not eligible for hire for this role. Follow us on social media to learn more about our business and culture:

Pay Transparency

**Salary Range:**CAD $100,000 – $120,000 base salary + 15% Bonus + full benefits.

Use of Artificial Intelligence: Artificial intelligence (AI) is not used in the screening, evaluation, or selection of candidates for this position. DHL Global Forwarding on LinkedIn #DHLJobs #BusinessDevelopment #DHLForwarding #CareerOpportunities