Job description

The Global Director - Cross-Functional Systems Lead (Freight Forwarding) is responsible for leading and managing all business design aspects of the cross-functional systems for Freight Forwarding services at DP World, ensuring that business requirements defined by the Global FF Commercial and Product owners are understood, prioritized, and correctly and completely delivered to the IT team for development or configuration. The role ensures that new developments in CRM, NPM, Quote Tool, Customer Platform, and other Cross functional systems are delivered to end-users as fit for purpose, and engages Global FF Management across Commercial, Product, Operations, Finance and related functions to ensure alignment of goals and deliverables and to support delivery of planned business benefits including productivity targets, revenue generation, and cost optimization. The position ensures full alignment between business and IT so the team acts as a single entity and serves as the escalation point for business issues relating to the design of the TiaB systems. The Director leads the Global Cross Functional Systems business teams including CRM, NPM, Quote Tool, Customer Platform, and MDM, coordinating and managing all development requirements and training globally, and acting as principal liaison to Global IT by collecting, defining, and prioritizing system requirements for development consideration. The role defines and implements the global strategy for cross-functional freight forwarding systems and processes, bridges business operations and IT to ensure system and process alignment with organizational objectives, and drives standardization and harmonization of freight forwarding processes globally. It owns and oversees the cross-functional freight forwarding system landscape, defines and maintains governance frameworks for system changes, process improvements, and compliance, and collaborates with IT and system vendors to ensure robust system performance and enhancements. The Director identifies opportunities for process optimisation, efficiency gains, automation, and process enhancements, leads cross-functional teams to implement process improvement projects, monitors and reports on progress and impact, and continuously assesses and optimises processes and systems to improve efficiency and reduce costs. The role establishes and monitors key performance indicators (KPIs), implements quality control measures and corrective actions, monitors data quality and integrity, resolves data transmission errors, and implements error-handling procedures to minimise disruptions. It develops and implements training programs for operational staff on freight forwarding systems and processes, ensures consistent training methodologies across regions, works with regional leaders to identify training needs, and facilitates workshops, webinars, and hands-on training sessions for system enhancements and process changes. The Director collects, analyses, and interprets data, prepares reports and presentations, monitors regulatory changes in the freight industry, ensures compliance with regulatory and industry standards, collaborates with compliance, legal, and risk management to mitigate operational risks, manages relationships with external service providers and technology vendors, negotiates contracts and service level agreements, and collaborates with global and regional cross-functional teams to ensure consistent processes and standards while leading and evaluating an engaged team aligned to defined objectives. The role requires strong knowledge of freight forwarding systems including TMS, Rate Management, Master Data, Customer Portals, and Quotation Tools, as well as expertise in process governance, quality management, continuous improvement, air and ocean freight operations and regulations, data analysis, and proficiency in process mapping tools.