Supervisor - FKAD

Lead the Finance Key Account Desk team to ensure service delivery effectiveness in managing end-to-end the Accounts Receivable of strategic CSI customers. Full scope of service includes the following:

• Realization of all collectible amount as per payment terms, plan and maximize cash flow
• Structural and sustainable resolution of CSI disputes which may require changes or updates to contractual terms upon renewal
• Ensure completeness and correctness of CSI statements of account
• Ensure full compliance with global OTC processes
• Understand local country’s audit and support when required
• Understand and lead the compliance to follow COE (Centre of Excellence) standard
• Ensure Roadmap is planned, approved and completed in timeline
• Closely work with cross regional KAD team, learn and collaborate with best practice.

Effectively manage continuous development of FKAD Experts and to maximize FKAD benefits.

Responsible for DSO sustainability, minimize bad debt of FKAD customers.

Maintain and establish country OTC, sales and customer relationships.

Support the continuous improvement of the FKAD Department, changing the way we deal with DHL’s top customers within the end-to-end OTC Framework.

Lead digitalization of the task in FKAD and promote automation of manual tasks due to non-standard process between countries and customers.

• High interaction with country OTC, country sales, regional and Global OTC and Global Head of KAD, as well as regional and global sales
• High Interaction with CMF and Billing departments
• High visibility to Regional CFO, Country CFO’s and country OTC manager
• Visibility to Global and Regional and Country Pricing teams
• Visibility to Global, Regional and Country Key Account
• Visibility and interaction with senior management (Finance and Logistics Procurement) of DHL CSI /MNC customers and Freight Payment agencies

Process

• Ensure the team works and adheres to agreed procedures, ensure ongoing standardization of work practices, to protect efficiency gains achieved within the department
• Drive process improvements within the team, in order to contribute to increase efficiency and quality of the operational environment at a lower cost base.
• Define rules and process instructions to optimize and automate quality improvements
• Ensure all activities are documented and that the departmental SOPs are maintained

Relationship

• Act as an internal and external escalation line. Act as a first point of escalation to help the team to solve operational issues that block their progress in achieving their targets

• Build and maintain business partner and customer relationships. Maintain a good and professional relationship with our Key Account Customers; Freight Payment Agencies, our internal Finance Stakeholders (Regional OTC, CFO’s etc.) and also our international sales force (RCM, GCM).
• Initiate regular meetings and present, discuss and negotiate situations and solutions on management level whenever needed.
• Trigger on time – when needed – relevant escalations in a professional way.

• Ensure actions and feedback alignment with cross-functional stakeholders and process owners.
• Provide regular communication with all parties involved regarding issues, concerns, progress and outstanding queries.

Skills

• Familiar with accounting principles
• Team player and to able to work and manage a multi-cultural and country environment
• Experience with and/or a good knowledge of Order to Cash processes
• Experience with working in a Customer Centric driven environment
• Language skills: good knowledge of English both oral and written
• Influencing / negotiation skills
• Analytical skills and ability to think and plan strategically
• Strong Problem-Solving skills
• Excellent communication skills
• Good planning & organizational skills
• Ability to prioritize, to work under (deadline and/or target) pressure and attention to detail
• PC skills: good knowledge of MS Office

Knowledge

• Ability to understand the end-to-end Order to Cash process and to translate this to own specific customer
• In depth knowledge of Collections, Billing, Query Handling, Accounts Payable, Duty Billing and CMF
• In depth knowledge of the DHL OTC policies and Billing guidelines that impact DHL customers on a day-to-day base

Competencies

• Making customers more successful
• Shaping direction
• Driving high performance
• Developing self
• Developing Others
• Insanely Customer Centric
• Target driven
• Team player
• Business acumen
• Professional

• Passionate

  Requirements

• >5 years’ work experience in a related field (e.g. finance, sales, business analyst, customer service) – strong preference for candidates with experience in multiple fields (eg Collections, Query, Handling, AP, Billing, CMF, Customer Service, Sales)
• Master/ Bachelor level education