Order to Cash Senior Manager at DHL

Role Context

• Participate in design and ensure implementation of Credit & Collections / Accounts Receivable (OTC) strategy to minimize risk, ensure timely repayments, minimize losses and economic collection of arrears in line with internal and external policies and standards, regulations and compliance requirements

Key responsibilities 

• Contribute to the development and implementation of Credit and Collections and Accounts Receivable (OTC) processes including planning, policy design, accounting processes, products, services and budgets
• Oversee and monitor delivery and quality of Credit and Collections, as well as Accounts Receivable processes to minimize risk, ensure timely repayments, accurate recording of transactions, minimize losses and economic collection of arrears
• Develop and ensure implementation of processes for effective credit management
• Ensure compliance with Credit and Collections and Accounts Receivable processes and policies
• Review account status and outstanding balances to prioritize activities for collection and maintenance of customer accounts
• Resolve difficult credit issues, review escalations and oversee timely follow up overdue accounts
• Ensure delivery of projects to improve services or transparency in Credit and Collections and Accounts Receivable
• Explore opportunities and recommend improvements in existing processes, systems and methods for enhanced effectiveness and efficiency
• Handle large or difficult credit accounts to maintain positive customer relations and minimize debts outstanding
• Coordinate with functional or operational area managers to ensure consistency of Accounts Receivable activities with overall customer relations approach
• Oversee and review accuracy of payment processing and application to customer balances in the Accounts Receivable ledger, including reconciliation of cash payments
• Assess and reject or authorize application, and establish appropriate repayment terms to minimize credit risk in accordance with company standards
• Monitor status of Credit and Collections activities to identify problem areas and adapt procedures to improve performance of the team
• Design solutions that reflect best practices such as treatment plans, period end reports, etc.
• Recruit, build, manage and develop a team of motivated staff members to maximize performance and ensure delivery of the agreed objectives.

Minimum Requirements

Education & experience

• University bachelor degree in a business discipline or relevant education
• Post-graduate qualification in Management
• Minimum 5 years of relevant work experience, preferably in the finance accounting field
• Minimum 4 years leadership experience within the contact centre environment/context
• Experience working in a multinational and cross functional teams.
• Experience with SAP/SUN, IBS+, applications and data extraction tools e.g., IBBR, START
• Collection and/or Credit Risk Management experience is preferred
• Managed and implemented large projects of a complex nature
• Able to facilitate training