Purpose of the Job

The Business Process Engineer for Freight is accountable for analysing, redesigning and continuously improving the end-to-end Freight business processes supporting the Freight Forwarding business (air, sea and road freight), including quotation, booking, documentation, customs coordination, shipment visibility, billing queries and claims management. The role is also responsible for ensuring adoption and appropriate utilization for all modules and systems used, including assisting in the tracking of business cases and benefits.

The role works closely with Freight Operations, Customer service, Trade Compliance, Logistics, Finance. D&T and commercial teams across multiple geographies to eliminate inefficiencies, standardize processes, and drive structured improvement initiatives that enhance Freight operational efficiency, customer experience, reduce turnaround times and operating costs, and strengthen service reliability for freight customers as well accuracy and faster turnaround on billing to improve the cashflow.

Operating at Sr. Management level, the incumbent is expected to independently scope, lead and deliver complex, cross-border process improvement initiatives using structured methodologies (e.g. Lean, Six Sigma), and to influence senior stakeholders across different countries, trade lanes and business functions.

• Lead end-to-end process discovery, mapping and analysis (as-is / to-be) for Freight end to end workflows including quote-to-book, documentation, customs clearance coordination, shipment tracking, exception management, billing/invoicing queries and claims.
• Independently diagnose root causes of process delays, documentation errors, billing discrepancies and customer escalations using data-driven analysis, and design targeted improvement solutions.
• Lead cross-functional, cross-geography process improvement projects (Lean/Six Sigma DMAIC, Kaizen) covering multiple modes of transport (air, sea, road) from initiation through to benefits realisation.
• Partner with Freight Operations, Trade Compliance and Customer Service teams to simplify complex B2B customer journeys, reduce shipment cycle times, and improve documentation accuracy and on-time performance.
• Define and track process KPIs and control plans (transit time adherence, documentation error rate, billing accuracy, claims resolution time, customer effort score) and embed governance to sustain gains.
• Drive change management and adoption of redesigned processes and digital tools with freight operations teams, station managers and customer service agents across regions.
• Collaborate with other Digital & Technology teams to define requirements for process digitisation and automation (e.g. e-documentation, EDI, visibility platforms, workflow automation) that reduce manual handling and rework.
• Benchmark end to end freight processes against industry best practices and competitor forwarders, recommending improvements to strengthen competitive positioning.
• Ensure full adoption and utilisation of all systems modules within Freight
• Build organisational process improvement capability by training and coaching freight operations and cross functional teams in Lean/Six Sigma principles and tools.
• Ensure redesigned processes remain compliant with customs regulations, trade compliance requirements, and data privacy/regulatory standards across the geographies served.
• Provide regular process improvement and value creation reporting to relevant stakeholder groups.

Job Requirements - Experience and Education

• Bachelor's degree in Industrial Engineering, Supply Chain, Logistics, Business Administration or a related field (Master's degree an advantage).
• Six Sigma Green Belt certification required; Six Sigma Black Belt strongly preferred.
• Lean/Kaizen certification or equivalent process excellence qualification is an advantage.
• PMP or equivalent project management certification is a plus.
• Minimum 15+ years' overall experience, including a strong track record in business process engineering, continuous improvement or operational excellence roles.
• 10+ years of experience within freight forwarding, logistics or supply chain industry is must, with working knowledge of air, sea and/or road freight operations.
• Demonstrated experience leading process improvement initiatives independently and end-to-end within a Customer Service or freight operations environment.
• Proven experience leading projects across multiple countries, trade lanes and geographically dispersed, cross-functional stakeholder groups.
• Experience with freight/forwarding systems (e.g. TMS, CargoWise or similar) is mandatory
• Solid understanding of freight forwarding operations, customs/trade compliance considerations, and the end-to-end freight customer service lifecycle.
• Working knowledge of digital enablement and automation relevant to freight (EDI, e-documentation, visibility platforms, workflow automation).

Leadership Behaviors

Skills