Head of BPO and IT

BPO

1. Provide input to developing business process quality & improvement strategy in line with business strategy and objectives, Group guidelines and policies
2. Plan, organize, and control business process quality & improvement projects to achieve defined business objectives
3. Lead process improvement initiatives in various areas such as sorting, warehousing, transportation, and delivery operations in collaboration with suppliers to increase efficiency and provide benefits to internal and external customers
4. Deploy a structured approach and recognized methodologies to understand process quality & improvement needs and to estimate potential benefits
5. Identify innovative process improvements, quality and control methods, and develop them further
6. Define appropriate performance indicators such as delivery time, damages, etc. to measure process dimensions and process improvements
7. Monitor project progress, budget, and resource utilization for own projects, and highlight deviations
8. Implement change management requirements and support implementation and handover of solutions to the business owners
9. Provide expertise, advice, and coaching on business process quality & improvement issues and methodologies
10. Introduce and implement best-in-class business process quality & improvement methodologies and tools
11. Anticipate changing needs/trends, and build executive support and sponsorship for key business process quality & improvement initiatives
12. Create content and deliver training on business process quality & improvement methodologies

IT

1. Provide input to define IT strategy in line with business strategy and objectives, corporate guidelines, and policies
2. Lead development and execution of IT plans, roadmaps, and migration strategy for IT platform/infrastructure and applications
3. Plan, organize, and control delivery of highly complex projects covering overall IT platform/infrastructure including analysis, development, and administration of IT systems software, hardware, and databases
4. Lead the development of cost-benefit analysis for IT projects for incorporation in the IT roadmap
5. Monitor and remove roadblocks for efficient and effective delivery of all IT services and solutions aligned with business needs
6. Lead planning and delivery of all major IT projects, including integration projects
7. Oversee the delivery of agreed programs and projects within quality, time, cost, and business constraints
8. Scan trends and best practices in IT, evaluate, and propose improvements to the IT portfolio taking into account available resources
9. Lead adherence to IT governance mechanisms, optimize operational quality and consistency of the IT systems within corporate guidelines
10. Monitor performance and liaise with IT service providers for operational success
11. Develop relations and interface with business leaders and IT stakeholders to meet requirements, resolve issues, and ensure customer satisfaction
12. Analyze complex issues, benchmark, identify opportunities, and introduce best practices for IT focusing on increasing effectiveness and efficiency.