Service Delivery

• 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.

• 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)

• 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