BPO Specialist GBS

About DHL and Finance & HR Services

DHL Group the logistics provider of the world with over 600,000 employees in more than 220 countries and territories.

We are an organization that is not just moving goods around, we have a very clear purpose, and we are: Connecting People.

Improving Lives.

We provide challenges and opportunities for personal and professional development, we recognize the difference you bring to our business and together we share the pride of building one of the largest world leaders in logistics and supply chain.

Finance & HR Services (FHS) at DHL Group - that’s us! We deliver shared services in Finance and HR for our divisions within the group.

Our Finance Operations team supports our group in all financial activities, e.g.

regarding accounts payable and receivable, general ledger and corporate treasury.

These include asset accounting, intercompany alignment, active collecting, customs invoicing, profit and loss accounting and payment factory for DHL.

Our HR Services run e.g.

the payroll for more than 350.000 employees within DHL working in 28 countries across the globe.

They also offer time & attendance management, employee data administration and reporting, travel & expense processing and other services.

Ready to immerse yourself in the exciting world of FHS? Join the team and bring your expertise on board! As part of the DHL Group, you will be working with a global network of FHS colleagues as well as our business units and divisions and benefit from a wide range of development opportunities.

If you are looking for an interesting role in a dynamic and diverse group, join us in our AMERICAS region.

We are looking for an immediate, full-time, permanent position in Heredia, Costa Rica.

Job purpose:



* Support performance and capacity management


* Support continuous improvement and transition initiatives

Skills and Competencies



* Verbal and numerical reasoning; ability to draw sound conclusions, detail oriented


* Strong analytical and data representation skills


* Project management skills


* Strong change management skills


* Excellent Communication skills (Facilitation, moderation and deliver effective communication)


* Ability to work independently and self-starter


* High degree of motivation and flexibility

Main tasks & key responsibilities:
Performance Measurement



* Aligns local KPIs and target setting with global guidance


* Develops country specific KPI reporting details


* Benchmarks and identifies best practices across centers, customers and other countries


* Identifies and communicates performance gaps


* Interprets data and highlight deviations, trends, correlations, etc.


* Responsible for compiling local and regional performance data


* Conducts / participates in internal and external benchmarks

Process Improvement



* Defines and maintains operational processes


* Identifies improvement actions through data analysis, gemba walks and other tools


* Executes and prepares own process excellence workshops and act...