About this role
Role Purpose
To improve quality, efficiency and effectiveness of the Accounts Receivable Operation through process improvements, automation and harmonization with the aim to optimize working capital, minimize transactional costs and control DHL Group exposure to bad debt losses. He/she directly manages a team of supervisors, clerks and experts. He/she is responsible for DSO, bad Debt Provision/Expenses and customer relationship management in his direct scope of responsibility. He/she continuously improves OTC processes using First Choice methodology as well as launching optimization initiatives. He/she carries operational accountability and secures business continuity and delivers improved operational effectiveness against evolving business requirements.
Accountabilities
Customer - Business Roles - External
- To maintain and execute collection strategies in line with set standards and policies
- To guarantee timely and effective execution of internal control framework
- To actively manage cross functional dependencies
- To review daily progression to cash targets; adjusts and yields collection and credit activities accordingly to meet cash collection objectives
- To act as a subject matter expert; propose, implement and maintain continuous improvement log in the field of Order-to-Cash
- To manage service line agreements with 3rd party collection agency
- To manage cost related to 3rd party collection and credit rating agencies
- To manage bad debt provision and expenses
- To exercise good management judgment in the execution of job responsibilities (i.e. cost center management)
Stakeholder - Business Roles External & Internal
- Internal Stakeholders: Head of SSC, BU CFO's, Controlling (Treasury, Taxes), OTC Heads, SSC Heads, Regional and Country Sales Mgrs, Operation Managers, Customer Service Managers, Regional and Country IT Managers / BPOs
- To integrate service orientation in all areas of work
- To act as a point of escalation to business partner and end-customers
- To manage dependencies across the entire OTC chain
Process
List of processes as per AR GOM/ROM
People - Management
- Recruit, build, manage and develop a team of motivated staff members to maximize performance and ensure delivery of the agreed objectives.
- Ensure proper staffing of daily activities and projects to include the right level of resources based on skills, experience and formal training / education to manage change processes.
- Motivation of and role model for all direct / indirect staff.
- Efficient leadership, people management and guidance of staff, respecting cultural environment and history.
Knowledge/Experience Expectations
- More than 5 years divisional working experience
- More than 3 years 3eople management experience
- Good telephone conversation/handling skills
- Effective communication and conversational skills
- High customer focus and service orientation
- Advanced MS office knowledge
- Intermediate Presentation skills
- More than 5 years previous Collection / Credit Risk Management experience is preferred
- Sensitive to cultural specifics
Education / Qualification / Certification
- Master Degree in Accounting/Finance/Economics
- Superior English skills
- First Choice Way Champion (Silver)