Team Manager - Receipting

Job Purpose

Manage and coordinate all tasks related to handling and application of customer payments on timely manner to ensure that customer accounts are updated and reflect the correct accounts receivable balance in customer statement of account. This includes ensuring due diligence in reviewing unapplied customer payments in transitory accounts whilst ensuring that remittance information from customers and collection teams comply with relevant policies and guidelines.

Key Tasks

Service Delivery

• Manage the Cash Application team to ensure service delivery effectiveness in managing the timely allocation of customer payments to customer invoices or accounts.
• Ensures the timely resolution of customer payment queries and resolutions ensuring that the same do not recur
• Ensure that requests for payment allocation, reversals and write-offs are in accordance with Global OTC guidelines, duly approved and based on acceptable business rationale
• Control and evaluate financial risk exposure and ageing transactions for customer accounts and report both risks and opportunities as an outcome of thorough review of write-offs, payment patterns and define interventions to mitigate the risks
• To improve quality, efficiency and effectiveness of the finance and OTC services provided through process improvements, automation and harmonization with the aim to optimize working capital, minimize transactional costs and control DP DHL exposure to bad debt losses
• Establish and sustain strategic relationships with Global and Regional OTC and Finance teams to support resolution of customer issues and drive timely collection of payments
• Perform on timely manner the execution of CRISP controls and ensure compliance to international accounting standards and DHL policies
• Collaborate with country, regional and global teams to the deployment of EGAP solutions
  
  
  

Process

• Ensure the focus on compliance with corporate guidelines, procedures and standards.
• Ensure adherence to internal authorization levels and other local guidelines.
• Renders support on the digitalization/automation of non-value adding tasks and drive ERP & EGAP system enhancements
• Establish and sustain strong internal control environment
• Conducts periodic review of procedures and systems in order to minimize risk and increase cost efficiency.
• Ensure that management reporting tools to capture all relevant financial data.
• Enables complex analytics and thorough process reviews for sustainability and for automation/digitalization opportunities
• Endorse for prioritization relevant process and system capability enhancements that are customer-centric and business critical
  
  
  

People

• Implements leadership development and ensure there is a solid succession line for sustainability
• Motivate and support continuous development of people including critical experts and high potential talents
• Champion self-learning, feedback, coaching and active communication in the team
• Motivates team through concrete employee engagement strategies especially amidst changing work environment/models (e.g hybrid and flexible working conditions)
• Provides clear focus on priority long-term goals for the team
  
  
  

Strategy

• Provide inputs to the APSSC Senior Leadership Team in defining the APSSC strategy every 5 years and recommend relevant initiatives that support the sustainability and growth of the SSC whilst ensuring alignment with Global Express strategy and priorities
• Provide inputs to Global Process leads relative to improvements and challenges pertaining to the process and the relevant systems
• Support and communicate to the team key operational targets/goals relative to process execution
  
  
  

Stakeholders

• Establish and sustain good relationships with all key stakeholders i.e. regional and global counterparts - Regional/Country CFO's & OTC Heads, Country Commercial Managers, Global BPO teams, and Global Process Tower heads
• Identify and implement, in tandem with the BPO team, opportunities to improve service quality and service effectiveness.
• Collaborate with HR on talent recruitment, people development and employee relations
• Build and maintain relationships with internal, external suppliers and statutory bodies relevant to the function in scope
  
  
  

Educational Qualifications:

• University degree in Business Administration/Management/Finance or relevant discipline
  
  
  

Expected (Years Of) Experience

• Minimum 3 years work experience in customer-facing environment– strong preference for candidates with experience in multiple fields (e.g. Collections, Query Handling, Customer Service, Billing, Pricing, Master data management, Sales)
• 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
• Solid system knowledge of SAP is an advantage
• 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