Job Purpose:
To coordinate and enable the global Freight Forwarding Super User community, ensuring Super Users have the systems knowledge, SOPs, tools and coaching required to support the regions effectively. The role acts as the operational bridge between Freight Forwarding systems and processes, the Super User community, and the learning and onboarding journey.
This role drives operational excellence by managing system enhancement requirements, coordinating user acceptance testing, delivering Train-the-Trainer programs, and ensuring all users worldwide are equipped to utilize core systems effectively in alignment with global standards and DP World's operational objectives.
The role also supports the relevant Hub/Learning team in designing and continuously improving the Freight Forwarding learning and onboarding journey so that new FF Operations employees understand DP World’s core systems, processes, SOPs and ways of working. It does not own the broader Learning & Development agenda.
Key Accountabilities:
The Global Manager – FF Systems & Enablement coordinates and animates the global Freight Forwarding Super User community. The role connects Global and Regional Super users, system and process owners, Testing COE, Pre-release management, IT/testing teams, and the relevant Hub/Learning team to ensure Super Users and new FF Operations employees are effectively enabled on core systems, SOPs, processes and ways of working.
Process Compliance
- Process Adoption Support: Work through the Regional Super User community to reinforce consistent use of global systems, SOPs and standard operational processes; identify recurring adoption gaps and coordinate appropriate guidance, knowledge sharing or corrective support with the relevant process owners.
System Improvements
- Operational Feedback: Consolidate input from the Super User community on system functionality, process pain points and enhancement needs, and channel it to the relevant global system, process and IT owners.
- Change Enablement: Support the rollout of approved system and process improvements by coordinating Super User readiness, operational communications, knowledge materials and feedback on adoption.
Implementation
- UAT Coordination: Coordinate operational participation in user acceptance testing by mobilising the appropriate Super Users, consolidating feedback and following up outcomes with system and process owners.
- Training Tasks: Collaborate with the Regional Super User organisation to ensure all training-related tasks are completed and resources allocated.
Core Systems Training
Super User Enablement: Coordinate the Super User community and provide structured forums, Train-the-Trainer support, system and process knowledge, SOP guidance, coaching and reusable materials so Super Users can effectively support their regions.
- Enablement Insights: Provide the relevant Hub/Learning team and OpsX stakeholders with insight on Super User readiness, recurring capability gaps and onboarding effectiveness.
- Capability Needs: Identify recurring systems and process knowledge gaps from Super User and regional feedback and agree appropriate interventions with process owners and the relevant Hub/Learning team.
- Skill Development: Ensure continuous development of training and presentation skills for Regional Super Users.
- Learning Content Support: Provide operational subject-matter input to the Hub/Learning team and support the design, validation and continuous improvement of system, process and onboarding materials; content production and the broader curriculum remain owned by the relevant Learning team. Lead the creation of standard documentation, e-learning modules, and learning objectives.
- Onboarding Journey Support: Represent FF Operations in the design and continuous improvement of the learning and onboarding journey, ensuring new employees receive the required grounding in systems, SOPs, processes and ways of working.
Collaboration
- Community Leadership: Establish an active global Super User network with clear ways of working, regular forums, knowledge sharing, issue escalation and feedback loops across regions.
- Stakeholder Engagement: Engage with stakeholders to gather input and feedback for system and training enhancements.
- Ambassador Role: Promote and demonstrate positive behaviours in harmony with DP World’s principles, values, and culture. Ensure the highest level of safety in all activities and follow DP World’s Code of Conduct and Ethics policies.
- Additional Duties: Perform other related duties as assigned.
Qualifications, Skills and Experience:
- Bachelor’s degree in Logistics, Supply Chain Management, Business, Learning, or a related field; a postgraduate qualification is advantageous.
- Strong practical experience in Freight Forwarding operations and core transport management systems training, with a sound understanding of air and ocean freight processes.
- Good knowledge of market-leading TMS systems, and supply chain visibility applications.
- Strong facilitation, coaching, stakeholder management and communication skills, with the ability to influence without direct authority.
- Demonstrated experience coordinating Super User, key-user, champion or practitioner communities across regions or business units.
- Experience translating systems, SOPs and operational processes into practical guidance, Train-the-Trainer support and onboarding content.
- Experience supporting system releases, operational change, user acceptance testing and adoption improvement.
- Ability to analyse feedback and adoption data, identify recurring capability gaps and coordinate practical solutions with the relevant owners.
