The Business Process Engineer – Customer Services Express is accountable for analyzing, redesigning and continuously improving the end-to-end customer service processes that support the Express (time-definite shipments and courier) business, spanning operations, order capture, track-and-trace, exception management, complaints/claims handling, and Contact Centre operations.
The role partners closely with Customer Services, Operations, D&T and Network teams across multiple geographies to identify inefficiencies, standardize best-practice workflows, and lead structured process improvement initiatives that enhance customer experience, reduce cost-to-serve, and improve service-level performance for the Express product line.
Operating at Manager level, the incumbent is expected to independently scope, lead and deliver process improvement projects using structured methodologies (e.g. Lean, Six Sigma), with minimal supervision, and to influence stakeholders at multiple levels across different countries and business units.
