CoE Manager

CoE Manager (Import/Export)

Job Purpose

As the CoE Manager (Import/Export), you will drive operational excellence and service standardization within the Global Service Center (GSC) by leveraging deep expertise in Ocean Freight and GSC service offerings. This role fosters collaboration between Global Product teams and GSC delivery units to ensure process alignment, automation and scalability. The position requires strong business acumen to enhance operational efficiency, customer satisfaction and compliance with DGF Service Standards and GTOM governance.

Global Service Center CoE Manager – Import/Export | Process Excellence Lead – Ocean Freight | Service Standardization Manager

This role is pivotal in defining and harmonizing GSC-level SOPs, ensuring L4 process adherence, and implementing automation to streamline workflows. The successful candidate will champion continuous improvement and scalability initiatives, aligning service offerings with customer needs and organizational goals.

Key Responsibilities

Service Standardization & Process Governance

Develop and maintain GSC-level SOPs aligned with the GSC framework and L4 standards.

Ensure strict adherence to L4 processes across all services, incorporating system or process

Standardize all appendices related to GSC processes for improved clarity and compliance.

Define the scope of GSC service offerings to align with customer requirements and strategic objectives.

GTOM Roll-Out & Operational Alignment

Collaborate with Global and Delivery teams to streamline Transportation Management processes by eliminating unnecessary steps for enhanced efficiency.

Lead GTOM transactional services roll-out at the service group level, ensuring alignment with governance principles and operational readiness.

Investigate process deviations, benchmark against global standards and drive harmonization.

Automation & Continuous Improvement

Implement automation initiatives to reduce manual interventions and improve efficiency.

Support GSConnect workflow interface enhancements to optimize collaboration and execution speed.

Apply First Choice methodology to identify and deliver process improvements.

Identify and implement scalability opportunities within service offerings to enable cost efficiency and growth.

Performance Management & Staffing

Ensure complete, accurate and timely service coverage reporting

Develop KPIs and dashboards to track service quality, execution speed, and productivity improvements.

Periodically review staffing models to ensure resource optimization and alignment with service demand.

Monitor KPIs and dashboards to track adherence to SOPs, execution speed and productivity improvements.

Stakeholder Engagement

Act as a trusted advisor to Global Product and GSC Delivery teams on service optimization and process excellence.

Facilitate governance calls and workshops to review progress, resolve issues, and communicate strategic updates.

Stakeholders

Internal: Global OFR Operations, Regional/Country SPOCs, GSC Delivery Leads, Process Excellence & Automation Teams

External: Technology Vendors (system readiness and integration)

Management Responsibility

Indirect leadership of cross-functional teams across regions and GSC units.

Influence without direct authority; strong stakeholder management required.

Drive operational standardization and automation initiatives globally.

Skills

Expertise in Ocean Freight operations and global service delivery models.

Strong knowledge of shared service center best practices and large-scale offshoring.

Proven ability to manage cross-functional stakeholders and influence outcomes.

Analytical mindset with experience in process optimization and automation.

Excellent communication and change management skills.

Qualifications & Key Requirements

Bachelor’s degree in Supply Chain, Logistics, or Operations Management.

8+ years in freight forwarding, global operations, or shared services.

Demonstrated success in process standardization and automation projects.

Familiarity with ERP/TMS platforms (CargoWise), workflow tools (GSConnect), and data visualization (Power BI).

Lean Six Sigma Green Belt or higher preferred.

High resilience and ability to manage complexity across cultures.