Lead the timely and accurate completion of customer invoices, adhering to agreed SLAs and special billing requirements for critical and strategic customers.
Drive the resolution of shipment issues to ensure correct billing and prompt correction of invoices, resolving customer queries and enabling timely customer payments.
Ensure validation and maintenance activities comply with Global guidelines, approved processes, and global requirements for handling sanctioned shipments.
Control, evaluate, and report risks and opportunities identified through thorough reviews of unbilled items, shipment corrections, and invoice corrections, implementing necessary interventions to mitigate them.
Improve the quality, efficiency, and effectiveness of finance and services through process improvements, automation, and standardization, aiming to optimize working capital, minimize transactional costs, and manage bad debt exposure.
Establish and maintain strategic relationships with Global and Regional and Finance teams to address customer issues and ensure timely payment collection.
Ensure execution of CRISP controls, ensuring compliance with international accounting standards and DHL policies.
Collaborate with country, regional, and global teams for the deployment of EGAP solutions.
Process
Ensure compliance with corporate guidelines, procedures, and standards.
Adhere to internal authorization levels and local guidelines.
Drive digitization/automation of non-value adding tasks and enhancements to ERP & EGAP systems.
Establish and maintain a strong internal control environment.
Periodically review procedures and systems to minimize risk and increase cost efficiency.
Implement management reporting tools to capture relevant financial data.
Conduct complex analytics and thorough process reviews for sustainability and identification of automation/digitization opportunities.
Prioritize relevant process and system capability enhancements that are customer-centric and business critical.
Identify and implement opportunities to enhance service quality and effectiveness.
People
Drive leadership development and establish a solid succession plan.
Support continuous development of team members, including critical experts and high potential talents.
Promote self-learning, feedback, coaching, and active communication within the team.
Inspire the team through employee engagement strategies, especially in changing work environments (e.g., hybrid and flexible working conditions).
Set priority long-term goals for the team.
Collaborate with HR on talent recruitment, people development, and employee relations.
Set performance goals (IKOs/KPIs) and expectations for the team, monitor individual and team performance.
Strategy
Provide inputs to the SSC Senior Leadership Team, as required, to support the SSC strategy and relevant initiatives.
Collaborate with Global Process heads by sharing insights on process design improvements, challenges, and system enhancements.
Support the understanding and communication of key operational targets/goals related to process execution.
Provide inputs for the business plan and budget
Stakeholders
Establish and sustain good relationships with all key stakeholders i.e. regional and global counterparts - Regional/Country CFO's & Heads, Country Commercial Managers, Global BPO teams, and Global Process Tower heads
Build and maintain relationships with internal, external suppliers and statutory bodies relevant to the function in scope
Lead and manage performance review with relevant stakeholders highlighting achievements, challenges, and recommended actions.
Expected (Years Of) Experience
Minimum 7 years experience in a finance / BPO environment, Strong preference for candidates with experience in multiple fields (e.g. Collections, Query Handling, Customer Service, Billing, Pricing, Master data management, Sales)
Minimum 5 years experience in leadership role , and 3 years on managerial role is an advantage
Experience in leading the execution of centralized processes in shared service environments or centers of excellence is an advantage
Experience in logistics industry or BPO environment is ideal
Knowledge of Lean Management is ideal (production and/or service environment)
Required Skills & Capabilities:
Customer-centric. Focuses on creating the best experience for the customer, and by doing so builds brand loyalty
Analytical and focused on minimizing risk
Driven to excel - Challenges self and others to exceed standards and achieve extraordinary results. Is not easily deterred when obstacles or delays are encountered.
Strong process orientation - is able to analyze and document more complex processes and actively encourage challenges to team practice to generate improvements in the process
Independently makes decisions and proactively takes actions for both current and future opportunities.
Solid communication and presentation skills
Strong collaboration and influencing skills, particularly for key internal decision-makers at Global, Regional and Country level
Well organized in thought, proactive and excellent planner
Highly professional demeanor
Adept in process design, review and execution
Demonstrated ability to lead teams and work cross functionally and cross border
Business acumen with ability to link financial & relevant operational data, define improvement actions and drive performance
Solid Communication and presentation skills
Strong collaboration skills with external stakeholders - auditors, vendors, and industry organizations
Reliable change management skills
Self driven and resilient amidst work pressure and fast changing environment
Direct reports : 2-3 Supervisors / Team Size : 40 - 70
