Global BPO & Operations Senior Expert

Job/Role Title: Global BPO & Operations Senior Expert

Division: Hillebrand Gori, a Company of DHL Global Forwarding

Employment Type: Full-Time

Travel: Globally, below 10% of time

About Hillebrand Gori – a company of DHL Global Forwarding

Hillebrand Gori is the Beers, Wines, and Spirits Powerhouse within the freight forwarding division of DHL Group. We love what we do and have an extensive and rich legacy that dates back to 1844.

Are you passionate about shipping, beverages, innovation, and customer service? This position offers the unique opportunity to work at one of the most renowned beverage logistics companies in the world and be part of an international network of experts.

Learn more about us at: https://www.hillebrandgori.com

Job Purpose

The role is primarily focused on back office and support activities to enable effective global operations.

Principal Accountabilities

Ticket Management

• Ensure quality, prioritization and timely resolution.
• Resolve tickets where possible, re-assign where applicable.
• Screen and review Operations Incidents/tickets raised by offices.

Operations Tools

• Support and coordinate global rollout of new tools via BPO channels.
• Examples: iRequire, BlueBook, SOPhie, Qlik Dashboards.
• Ensure operational readiness and availability of documentation.

Flow Forum

• Lead the Flow Forum.
• Represent Global Operations and BPO in Flow PT.
• Capture, structure, and document system issues and enhancement requests.
• Ensure topics are clearly defined and ready for development discussion.

Documentation and Knowledge Management

• Maintain and update global operational documentation, including SOPs, service standards, operational guidelines, and training materials.
• Ensure documentation accuracy, consistency, and audit readiness.

Blue Book

• Lead Blue Book implementation for Hillebrand Gori.
• Coordinate operational inputs and documentation updates.
• Ensure updates are communicated to operations.

Locality Register

• Create, deploy and maintain locality register.
• Act as functional point of contact for locality-related topics.

Operational support

• Prepare performance updates to support global / regional reviews.
• Contribute to new Control Tower project.
• Ensure GSC governance processes and responsibilities are clearly documented and maintained.

Training and eLearning

• Coordinate creation and maintenance of global Operations training materials.
• Work closely with HR to design, update, and deploy e-learning content.
• Ensure training content aligns with Global SOPs

Reporting

• Perform structured KPI analysis to translate high-level metrics into actionable insights
• Provide clear, fact-based outputs to enable meaningful discussions with Operations Managers
• Continuously improve reporting standards with IT to ensure relevance, clarity, and operational value

Qualifications

• Education Level: Bachelor’s Degree or equivalent work experience.
• Experience Level: More than 6 years of experience in operational roles, PMO, back-office roles or related fields.

Main Stakeholders

Global BPO & Operations Managers, Control Tower function, IT Product Owners, Country Operations, Country BPOs

Knowledge & Skills

• Good functional understanding of Hillebrand Gori systems (especially FLOW)
• Strong Operations and process expertise
• Structured problem‑solving and execution mindset
• Strong documentation and governance capability
• Clear written and verbal communication
• High degree of ownership and independence
• Comfortable operating in a global matrix organization