ASFR Process Excellence Manager

Job Title: ASFR Process Excellence Manager                     
Location: Toronto, Ontario

DHL Global Forwarding is a Freight Forwarding organization that is the expert in global air, ocean and ground Freight Forwarding as well as Customs operations and Compliance.

Our passion is to enable international trade utilizing the best teams in the industry.

We simplify our customer operations and maximize their opportunities to achieve results.

Drive adoption of the Global AFR standard process and solution landscape within the country.

Guide and support stations by providing expert analysis of processes, collecting valuable feedback, and collaborating with stakeholders to develop effective improvement roadmaps.

Drive high performance in terms of productivity, quality, effectiveness, and high customer satisfaction.

Monitor compliance with regulations and standards, ensuring that business practices align with relevant government, industry, and company rules.

Foster a culture of collaboration, customer centricity and change management to facilitate smooth adoption and implementation of the global standard, ultimately achieving operational excellence within your country.

Main tasks & Key Responsibilities:



* Design and implement country improvement programs to drive adoption of global processes and solutions, focusing on achieving operational excellence in line with global standard


* Identify and oversee continuous improvement initiatives within the country to enhance operational efficiency, quality, reduce waste, and improve overall performance and customer satisfaction.


* Contribute to the development of the global standard by reviewing customer feedback and collecting requirements / feedback / best practices from the country organization with regards to existing processes, workflows, trainings, KPI, GSC services, solutions, systems, and providing those to the regional/global process excellence and solutions delivery teams


* Ensure adherence to legal and company regulations by monitoring and enforcing compliance measures and quality standards, including but not limited to regulations set out by The International Air Transport Association (IATA), ISO certifications etc.


* Ensure the successful, efficient, and scalable onboarding of all new and existing customers, translating customer promise into operational execution


* Champion a culture of change and innovation within the country operations, implementing effective change management practices to facilitate process improvements and coaching the organization on First Choice core tools


* Work closely with Global Shared Services (GSC) to drive centralization and continuous improvement


* Work closely with country IT teams to integrate technology solutions that support process optimization and automation initiatives


* Provide training and development opportunities for operations and process excellence team members to enhance their process optimiza...