Area BPO Manager

About Hillebrand Gori Group– a company of DHL Global Forwarding

At Hillebrand Gori, we specialize in managing the logistics of wine, beer and spirits. We carefully handle alcoholic drinks in any quantity, from a single bottle to bulk, along any route, across all modalities. Our reputation as the go-to beverage logistics provider is built on our understanding of what these sensitive products need, in order to move and arrive in perfect condition.

We also transport the raw materials and packaging needed for crafting drinks, to help streamline our customers supply chains. Simply put, we take the stress out of transporting beverages - with the utmost care and in the shortest transit time possible. That’s why over 25,000 companies in the beverage industry, big and small, rely on us.

About the position:

Responsible for driving the implementation of the global IT/BPO roadmap at country level, ensuring alignment with business strategy and operational priorities. The role leads business process improvement initiatives, strengthens process governance, supports the adoption of global standards, and maximizes the effective use of systems and digital tools across the organization.

Acting as the area focal point between the business, global IT/BPO, and cross-functional stakeholders, the role drives operational excellence through process optimization, change management, user adoption, and continuous improvement.

Business Process Optimization & Governance

• Lead the implementation of global process and system initiatives at country level.

• Analyze existing business processes to identify inefficiencies, bottlenecks, risks, and improvement opportunities.

• Drive continuous improvement initiatives using the First Choice methodology and other improvement frameworks.

• Ensure compliance with global standards, Standard Operating Procedures (SOPs), and governance principles.

• Monitor operational performance, identify trends, and recommend actions to improve efficiency, service quality, and productivity.

• Promote standardization and reduction of process deviations across the organization.

Project & Change Management

• Coordinate country implementation of strategic initiatives, including global system deployments and operating model changes.

• Manage multiple improvement projects simultaneously, ensuring timely delivery and stakeholder alignment.

• Support change management activities by preparing communication, coordinating implementation, and monitoring adoption.

• Identify implementation risks and proactively resolve issues or escalate where appropriate.

• Monitor project progress and provide regular status updates to local and global stakeholders.

Systems & Digital Tools

• Drive effective utilization of business systems and digital tools, including FLOW, CPQ, QRS, myHG, Qlik, and related applications.

• Collect user feedback and identify enhancement opportunities to improve usability and business value.

• Collaborate with Global IT/BPO and local stakeholders on system improvements and new functionality.

• Coordinate and support the local Super User community.

• Promote best practices and increase system adoption across all functional teams.

Training & Capability Development

• Develop and deliver training for new processes, systems, and tools.

• Support onboarding of employees regarding operational processes and digital applications.

• Coach users and key stakeholders to strengthen process knowledge and drive sustainable improvements.

• Build local capabilities to ensure continuous ownership of improvements.

Stakeholder Management

• Act as the primary country contact for Global IT/BPO and process governance initiatives.

• Partner closely with the Country Manager and cross-functional departments, including Operations, Customer Service, Sales, Finance, and IT.

• Build strong relationships with regional and global stakeholders to ensure alignment and successful implementation of strategic initiatives.

• Gather, consolidate, and communicate country feedback and business requirements to global process owners.

• Influence stakeholders to support process standardization and continuous improvement initiatives.

Operational Excellence & Performance

• Analyze operational performance data and identify opportunities to improve productivity, quality, customer satisfaction, and operational efficiency.

• Support the business in achieving operational, service, and financial objectives through optimized processes and effective system usage.

• Prepare and present performance reports, project updates, and improvement recommendations to management.

• Ensure adherence to company policies and applicable safety, quality, security, and compliance standards.

Management Responsibility

• Individual contributor role.

• Leads cross-functional initiatives and project teams without direct people management responsibility.

• Provides functional guidance, coaching, and support to Super Users, process owners, and business stakeholders.

Interested?

We are looking forward to receiving your application online.