Head of Digital & BPO, Global Forwarding

About Toll Group

At Toll we do more than just logistics - we move the businesses that move the world. Our 16000 team members can help solve any logistics transport or supply chain challenge big or small. We have been supporting our customers for more than 130 years. Today we support more than 20000 customers worldwide with 500 sites in 27 markets and a forwarding network spanning 150 countries. We are proudly part of Japan Post

Your Roles and Responsibilities

1. Business Partnership & Trusted Advisor Role

• Build and maintain strong executive relationships across Global Forwarding acting as the primary digital and BPO advisor to the business.

• Clearly articulate the value delivered through digital automation and BPO initiatives linking outcomes to cost growth and customer experience.

• Drive the digital and BPO agenda on behalf of the business within IT and shared services translating business priorities into executable plans.

• Proactively contribute to the future direction of business processes technology strategy and investment decisions.

2. Digital BPO & Productivity Leadership (Compete Fit for Growth)

• Lead the delivery of FFG improvement initiatives including CoE outsourcing process optimisation and prudent cost control.

• Define and govern the BPO strategy including scope sequencing service performance and value realisation.

• Drive spend optimisation governance and cost transparency.

• Identify evaluate and prioritise agentic AI and automation opportunities to reduce manual effort and cost-to-serve.

• Champion user experience and ensure all solutions deliver measurable business value.

• Reduce the cost of our digital footprint and where possible commercialize digital products.

3. Growth Enablement & Customer Solutions (Grow Customer Excellence)

• Drive a culture of end-to-end customer excellence across digital operations and BPO models.

• Enable integrated customer solutions through alignment of operations product commercial and implementation teams.

• Define and govern architectural and security boundaries to enable agility speed and cost-effective innovation.

4. IT Strategy Planning & Governance

• Define digital and BPO plans and budgets aligned to an agreed investment profile with the business.

• Contribute to the IT Annual Budget and Planning cycle representing Global Forwardings needs.

• Actively manage the balance between business demand IT strategy and delivery capacity.

• Ensure solutions comply with enterprise architecture security risk and governance standards.

• Participate in governance forums to safeguard technology investments and the broader IT landscape.

• Escalate risks compliance and security issues as they arise.

5. Leadership & Capability Development

• Build lead and develop a high-performing Digital and BPO leadership team.

• Attract develop and retain critical digital data automation and BPO talent.

• Champion change management adoption and capability uplift across regions.

• Drive lean cost optimized efficient and effective structure as well as operating model in Digital and BPO to minimize overhead cost.

• Foster a culture of accountability experimentation and continuous improvement.

Your Previous Work Experience & Qualifications

• Senior leadership experience within digital transformation IT or BPO environments.

• Strong understanding of freight forwarding operations and end-to-end supply chain processes.

• Proven track record in delivering cost optimisation productivity improvements and scalable operating models.

• Demonstrated experience in commercialising digital products and enabling customer growth.

• Strong capability in governance financial management and risk management.

• Executive-level influencing and stakeholder management skills.

• Solid understanding of digital solutions portfolios.

• Strong business process knowledge (e.g. CW1).

• Working knowledge of service delivery frameworks such as ITIL and COBIT.

• Understanding of Toll Service Operations processes including Incident Change and Problem Management.

• Experience in governance and benefits management.

What moves you

At Toll you can help play a vital role in delivering what matters. From food fuel medicine and rescue services we keep businesses and communities thriving. Every day brings change. We see that as an opportunity. To be curious. To ask the right questions. And build meaningful connections. Because finding new ways to solve problems is what we do. With a bold vision to expand our global reach our 16000 people bring a passion for progress. We collaborate in friendly caring teams supported by approachable leaders who give us the autonomy to quickly make decisions with impact. Learn and grow with industry-leading training alongside talented experts. Feel empowered to take on diverse challenges and new responsibilities to move you our customers and our world further.

Are you excited about this role but are concerned you dont meet all the requirements If you have similar skills and are willing to learn then we encourage you to apply anyway. We know that some people hesitate to apply for jobs unless they meet every single qualification. At Toll we value a diverse inclusive and authentic workplace so if youre interested in this role but your past experience doesnt align perfectly then please talk to us you may be just the right candidate for this or other roles we have coming up.

At Toll everyone is welcome including those of all ages ethnicities genders and abilities.

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