DHL, a logistics giant with 600,000 employees worldwide, reassesses its strategy every five years to stay relevant, ensure sustainable growth, and align with its purpose of “connecting people and improving lives”.

This mission isn’t just a slogan – it’s embedded in every aspect of the organisation, from operations to HR. The company strikes a balance between delivering business results and fostering a respectful, people-centric culture.

At TechHR Singapore, Mateen Thiruselvaam, Senior VP and Head of HR at DHL Express Asia Pacific, shared how DHL has redefined employee experience through innovation and inclusion.

In his case study presentation, “Leading The Way From Logistics To Legacy,” Thiruselvaam spoke of DHL’s long-term commitment to putting people first, investing in technology, and fostering a high-performance workplace culture.

“Our strategy is driven by our purpose: connecting people, improving lives, and living our values where we practice and we make sure that we balance respect and results in the organisation,” he said.

A fundamental belief at DHL is that motivated employees drive exceptional service. “Motivated people, we believe, will be emotionally engaged with the business, with the customer, and will deliver great service quality,” he said.

Thiruselvaam explained how putting people first isn’t just a philosophy but a formula for success: People + Great Service = Business Growth.

And so, by investing in the workforce, DHL ensures employees remain engaged. This then translates into outstanding customer experiences.

“People’s prosperity equals growth, whichever way you can play with the formula. But at the end of the day, [it’s always] people first,” he said.

For Thiruselvaam: “Great people don’t just come by. We have to appreciate our people, recognise our people, and they must have the best day, every day, coming to work.”

Top-notch talent acquisition and onboarding

One of the key areas where DHL stands out is talent acquisition. The company has developed a sophisticated, mobile-friendly hiring platform that enhances candidate engagement. It even tracks incomplete applications, allowing DHL to follow up with potential hires instead of losing them to process drop-offs. This proactive approach ensures that talent doesn’t slip through the cracks.

Once hired, new employees are welcomed with a personal touch. Two weeks before joining, they receive a DHL-branded welcome kit containing a backpack, hat, water bottle, and socks – along with a boarding pass featuring a QR code. This QR code grants them access to information about DHL’s business and culture, ensuring they feel connected before they even step through the door.

“First impressions are really key,” Thiruselvaam said. “The individual comes in on the first day, welcomed very much by the manager and the department, and they sit and have their one-on-one sessions together.”

DHL ensures every new hire has a smooth onboarding experience. Unlike the old days when new employees sat in reception for hours waiting to be acknowledged, DHL now orchestrates a structured welcome process where managers personally greet and guide new team members.

Seamless employee experience solutions

Digitalisation also plays a crucial role in enhancing employee experience at DHL. With many employees constantly on the move, traditional HR processes were often inconvenient.

Now, with the Smart Connect app, employees can manage HR tasks – applying for leave, checking payroll, or raising queries – without needing to visit HR or supervisors.

The app also fosters engagement through a social wall where employees share fitness activities, reinforcing the company’s “fit-for-work, fit-for-life” philosophy.

DHL has also moved its employee opinion survey to digital platforms, resulting in higher participation rates. This shift ensures real-time feedback and better decision-making.

Making life easier for DHL employees

Thiruselvaam emphasised how digital transformation at DHL isn’t just about improving customer service, but also about making life easier for employees.

With equal parts culture innovation, employee appreciation, and technology integration, DHL has set a new benchmark for HR in the logistics industry – proving that when companies prioritise people, performance naturally follows.