- Petaling Jaya Selangor Malaysia
Kerja Sepenuh Masa, Senior Manager - Billing di DHL Express Selangor - Maukerja
Kongsi
Simpan
Lokasi Kerja
Penerangan Kerja
Tanggungjawab
Key Responsibilities:
Service Delivery
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.
- 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.
- 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.
- 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
- 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
- Direct reports : 2-3 Supervisors / Team Size : 40 - 70
Peringatan Penting
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