Senior Executive, Process & Service Optimization

Objectives of the Position

The Process & Service Optimization role is responsible for driving continuous improvement, operational excellence, and service performance optimization across logistics and supply chain processes for GOS & EMEA, The role focuses on identifying inefficiencies, standardizing processes, improving service reliability, and supporting transformation initiatives in collaboration with regional and global stakeholders. This position acts as a key enabler for stable, efficient, and scalable operations across Global Business Services and Overseas Delivery Services.

Main Areas of Responsibilities and Key Activities

Analyse end-to-end logistics and operational processes to identify inefficiencies, bottlenecks, and improvement opportunities.
Initiate & support harmonization and standardization of processes across the GOS and ODS units, as well as with other service units.
Support service recovery initiatives and corrective/preventive action plans to enhance service quality and customer satisfaction.
Contribute to the design and improvement of service management frameworks and operational governance models.
Lead & facilitate alignment workshops, process reviews, and improvement discussions with internal and external partners.
Support regional and global initiatives by providing operational insights and improvement proposals.
Coordinate and support change management activities related to process or service enhancements.
Promote best practices and lessons learned across the operations community
Support operational excellence projects, pilots, and transformation initiatives across logistics and supply chain domains.
Participate in system enhancements, UAT activities, and implementation of digital or analytical tools supporting process optimization.
Collaborate with IT and system owners to ensure operational requirements are embedded into process and system designs.
Support in Audit process for any process/service relevant topics