Job Description

Title: Team Leader (Business Support)

Location: GSC BOG

The Team Leader – Business Support will lead a team responsible for delivering high-impact operational support, including project implementation, data analysis, reporting, process optimization, and master data management for global and regional stakeholders.

This role acts as a key enabler of operational excellence by ensuring accurate data, actionable insights, efficient processes, and successful project transitions. The Team Leader will oversee complex workflows involving reporting, dashboards, EDI integrations, ticket resolution and solution deployment, while driving continuous improvement and stakeholder satisfaction.

The position requires a strong leader with analytical capabilities, structured thinking, and the ability to translate operational needs into data-driven solutions.

Key Responsibilities:

• Lead, develop, and support a team of approximately 16 Business Support professionals, promoting a culture of accountability, collaboration, respect and high performance.
• Monitor team performance against agreed KPIs and service-level expectations, including productivity, quality, turnaround time, aging requisitions, stakeholder satisfaction, and candidate experience.
• Ensure proper workload distribution, capacity management, and prioritization across the team, proactively identifying risks, bottlenecks, and improvement opportunities.
• Act as the main point of contact for Business Partners, internal stakeholders, maintaining strong relationships and ensuring clear, timely, and professional communication.
• Analyze data results and prepare performance insights, dashboards, or updates to support decision-making and continuous improvement.
• Provide regular coaching, feedback, performance follow-up, and development plans for the team members.
• Identify training needs within the team and coordinate upskilling initiatives related to recruitment tools, interview coordination, sourcing support, stakeholder management, communication, and process knowledge.
• Oversee end-to-end execution of projects, including planning, requirements gathering, documentation, solution development, testing, UAT coordination, deployment, and post-implementation monitoring.
• Ensure successful process transitions, including formal closure and handover to operations with proper documentation and governance.
• Collaborate with stakeholders to define requirements and ensure alignment throughout the project lifecycle.
• Ensure the standardization, automation, and scalability of reporting solutions across stakeholders.
• Manage escalations and complex operational scenarios with a solution-oriented and professional approach.

Skills / Requirements:

• Professional degree in Industrial Engineering, Business Administration, Data Analytics, Economics, or related fields.
• Minimum 1–2 years of experience leading teams in Operations, Data Analytics, Shared Services, or similar environments.
• Strong experience in:
• Data analysis and interpretation
• Reporting and dashboard creation
• KPI management and performance tracking
• Process documentation and standardization
• Experience managing projects or process implementations (end-to-end lifecycle, UAT, deployments, transitions).
• Knowledge of MS Excel (mandatory); knowledge of Power BI, Tableau, or similar tools is highly desirable.
• Experience working with large datasets and translating them into executive-level presentations.
• Strong analytical thinking, problem-solving skills, and attention to detail.
• Excellent communication and stakeholder management skills in a global environment.
• High level of English (written and spoken).
• Ability to manage multiple priorities, tight deadlines, and complex operational environments.

Relevant information:

• · Type of Contract: Indefinite - Directly with DHL Colombia.