Director, Business Support & Strategic Projects

At DHL our business is logistics, but people are our passion. With over 500,000 team members in 220 countries, we attract and retain great talent. We are one of the most innovative, most culturally diverse companies on the planet. We provide unmatched opportunities for personal and professional development. We really are a “Best Place to Work”.

Driving value across global HR operations, the Business Process Optimization (BPO) team ensures streamlined, high-quality, and cost-efficient end-to-end processes. At the heart of this, the Business Support & Strategic Projects Director leads the delivery of key initiatives, with accountability for implementing agreed projects, identifying and capturing process improvement opportunities from stakeholders, and assessing change requests.

The role leads projects and initiatives that enhance HR processes, improving service quality and shaping the platforms that underpin HR service delivery. This is a pivotal position in driving continuous improvement.

If this sounds like a team, you'd like to join … keep reading.

Your key accountabilities include:

Customer management

• Engage with middle and senior HR stakeholders across regions and the BPO peer group
• Provide expert guidance on process-related topics of medium to high complexity, including implementation and optimization
• Translate customer requirements into practical, scalable solutions aligned with global standards

Stakeholder management

• Align proposed process changes with affected stakeholders (e.g., regional/country HRrepresentatives)
• Advocate for global process standardization and influence stakeholders to adopt required changes
• Collaborate with DHL HR Centres of Excellence (CoE)
• Drive engagement from the BPO country/region extensions
• Provide regular updates to stakeholders on milestones, deliverables, and budget performance                                                                                                                  

Strategic Project Management

• Define and document project scope, objectives, and requirements
• Lead HR transformation projects, including large-scale implementations and system roll outs
• Ensure delivery of projects in line with agreed timelines, scope, and quality standards
• Coordinate global transitions and deployment of new services or enhancements
• Ensure adherence to standard methodologies and global processes
• Contribute to the development and validation of outsourcing plans and business cases (BCA)
• Consulting on managing transitions to outsourcing providers
• Identify risks and issues and initiate corrective actions as required                                       

Process Management

• Gather and consolidate process improvement opportunities from business requirements, change requests, and continuous improvement initiatives
• Support intake and structuring of change requests across the organisation
• Assess cost-benefit and business impact of proposed process improvements
• Prioritise change requests in alignment with strategic objectives
• Provide recommendations on process changes and improvements

What are we looking for from you?

• Demonstrated ability to lead teams and work cross functionally
• Solid Project/Program Management experience leading large-scale projects from preparing and developing to implementing
• Good general business and operational management experience
• Solid record of delivering results and improvements across HR processes
• Demonstrated experience of enterprise-level HR systems (HR/ Payroll systems)
• PrinceII / ITIL certification or equivalent work experience