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 DP DHL 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

Key Activities Overall Goals / Typical Measures - 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)
• Ageing Trial Balance (incl over 60 days)
• Un-allocated receipt value & ageing
• Credit balances value & ageing
• Days Outstanding Queries
• Collection Effectiveness Index
• Query Volumes per Mill Gross Sales
• Query Turn-Around-Times
• Cost of Operation
  
  
  

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 - Days Sales Outstanding
• Bad Debt Provision
• Bad Debt Write Off
• Net Promoter Score
• Credit Note %
  
  
  

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. - EOS score
• Attrition Rate
• Sickness Rate DP DHL Competencies Level Requirement Statement Making customers more successful Works proactively with the customer to identify potential commercial / service improvement opportunities Develops and delivers innovative solutions and services that create value for customers and DP DHL Shaping direction Builds support for plans / strategies by actively reviewing and validating content with key stakeholders Anticipates potential risk and ensures appropriate contingency is agreed / built into plans and strategy Driving high performance Aligns and agrees to joint goals with other areas to drive collaboration Challenges current processes and structures constructively to improve and innovate Developing others Proactively partners with new colleagues to the area / organization to help them be more successful faster Actively engages in programs outside the organization that support individual / community development Developing self Is a role model across the area for the way they act
  
  
  

Continuously challenges self to learn and grow, regularly revising development priorities once targets are achieved

Knowledge / Experience Requirements Business Unit Duration (Years) Divisional Experience Logistic and Shipping > 5 years People management experience > 3 years Functional Experience Good telephone conversation/handling skills Effective communication and conversational skills High customer focus and service orientation Advanced MS office knowledge Intermediate Presentation skills SAP Industries Experience Previous Collection / Credit Risk Management experience is preferred > 5 years Geographical Experience Qualifications: Description Education / Qualification / Certification

• Bachelor's Degree in Accounting/Finance/Economics
• Superior English skills
  
  
  

Knowledge / Experience Requirements Business Unit Duration (Years) Divisional Experience Logistic and Shipping > 5 years People management experience > 3 years Functional Experience Good telephone conversation/handling skills Effective communication and conversational skills High customer focus and service orientation Advanced MS office knowledge Intermediate Presentation skills SAP Industries Experience Previous Collection / Credit Risk Management experience is preferred > 5 years Geographical Experience Qualifications: Description Education / Qualification / Certification

• Bachelor's Degree in Accounting/Finance/Economics
• Superior English skills