Objectives of the Position

The Process & Service Optimization role is responsible for driving continuous improvement, operational excellence, and service performance optimization across logistics and supply chain processes for GOS & EMEA, The role focuses on identifying inefficiencies, standardizing processes, improving service reliability, and supporting transformation initiatives in collaboration with regional and global stakeholders. This position acts as a key enabler for stable, efficient, and scalable operations across Global Business Services and Overseas Delivery Services.

Main Areas of Responsibilities and Key Activities

• Analyse end-to-end logistics and operational processes to identify inefficiencies, bottlenecks, and improvement opportunities.
• Initiate & support harmonization and standardization of processes across the GOS and ODS units, as well as with other service units.
• Support service recovery initiatives and corrective/preventive action plans to enhance service quality and customer satisfaction.
• Contribute to the design and improvement of service management frameworks and operational governance models.
• Lead & facilitate alignment workshops, process reviews, and improvement discussions with internal and external partners.
• Support regional and global initiatives by providing operational insights and improvement proposals.
• Coordinate and support change management activities related to process or service enhancements.
• Promote best practices and lessons learned across the operations community
• Support operational excellence projects, pilots, and transformation initiatives across logistics and supply chain domains.
• Participate in system enhancements, UAT activities, and implementation of digital or analytical tools supporting process optimization.
• Collaborate with IT and system owners to ensure operational requirements are embedded into process and system designs.
• Support in Audit process for any process/service relevant topics

Job Requirements

• Bachelor’s degree in supply chain management, Logistics, Business Administration, or related field.
• 2-4 years of experience in logistics operations, process improvement, service management, or operational excellence roles.
• Career starters with passion & basics in supply chain processes are welcome
• Hands-on experience in process optimization, continuous improvement, or service performance management within a global operations environment.
• Proficient in MS Office applications such as Word Excel, PowerPoint, MS Teams, and digital tools
• Strong analytical and conceptual thinking with a structured problem-solving mindset.
• Ability to translate operational insights into practical, scalable improvement actions.
• Strong stakeholder management and communication skills across functions and regions.
• Experience in process mapping, KPI analysis, and performance reporting.
• Proficient in Microsoft Office tools; experience with SAP or logistics systems is an advantage.
• High level of ownership, adaptability, and continuous improvement mindset.