As the Center Head, the role is responsible for leading, developing and controlling the business and operations of the Mumbai Shared Service Center to achieve short term and long-term financial and operating objective (SLA income, productivity, profitability, value contribution). The role is also responsible for leading and developing the service offering and delivery of the assigned Service Lines globally across all Shared Service Centers (i.e., Business Support, Customs, Freight, Industrial Projects, Shipment Management) and driving service maturity, service coverage & scale, value contribution.

The role reports to the GSC MD and is part of the GSC Management Board (i.e., GSC ExCom) and Member of Board of Directors of DHL Global Forwarding Freight Shared Services (India) LLP

General Management –

• Define the Shared Service Center strategy and objectives.
• Ensure effective management of operations and responsibility for the business P&L, cost and revenue management.
• Ensure service quality and compliant operations in accordance with the defined SLAs
• Management of business development, BPO and operations activities and responsibility for center accounting, billing, purchasing, IT, Finance, HR functions
• Drive the exploration and exploitation of growth opportunities.
• Ensure proper means of business continuity management and lead business continuity plans in case of crisis.
• Negotiate critical agreements / contracts and has the mandate / authority to sign them in accordance to the LOA, changing T&Cs significantly

Global Service Line Management –

• Define the Global Service Line Strategy across all centers considering vertical and/or horizontal guidelines and objectives
• Maximize value contribution of Global Service Line to DGFF
• Initiate and drive service line specific projects in accordance with DGFF product strategy
• Ensure service line specific knowledge capturing and development
• Enable effective and efficient resource utilization across all service delivery locations globally

Board of Director of Legal Entity –

• Ensure compliance to local legal and statutory requirements at all times
• Provide processes and policies in accordance to local requirements

Organizational process/service advancement –

• Analyze complex multi-dimensional issues extensively and significantly improve, change or adapt existing methods and
• Deliver innovation that directly influences the way the GSCs operates, services the business partner, delivers productivity and manages people
• Explore process automation opportunities

Stakeholder Management –

• Establish long-term relationships and alliances with strategic internal and external business partners, stakeholders, third parties and the captive and non-captive BPO/Shared Service Industry.
• Build and develop comprehensive understanding of Business Partner requirements, competitor activities and market trends to influence direction of major projects.
• Develop strong, trusting cross-functional relationships within GSC and DGFF senior business leaders

Management responsibility –

• Member of the global GSC Executive Committee
• Head the local SMT comprising of 8 direct reports being responsible for the service delivery (i.e., Service Line Heads/Leads) and 4 dotted line reporting of support functions (HR, IT, Finance and Opex).
• Accountable to lead service delivery team of approx. 1700+ employees and approx EUR 20m of DOE

• 15+ years of relevant experience in general management function with leadership responsibility
• Experience in logistics industry and / or shared services environment a distinct advantage
• Strong leadership skills – managing and leading teams through broad and substantive management experience across several functions or businesses.
• Customer management focus and experience
• Excellent Communication Skills
• Excellent Analytical skills
• Negotiation Skills
• Strategic Thinking
• Project Management Skills
• Strong leadership and people management skills