Query Handling Supervisor at DHL

Key responsibilities

• Pre plan collections for month as per issued target. Maintain a log of monthly collections as per RPV’s allocated.
• To achieve OTC targets as laid down by management. To approve credits within authorised parameters.
• To submit overdue accounts to Head Office for Litigation. Approve Credit notes and adjustments.
• Meet with customers in efforts to build/maintain relationships and resolve any collection queries that may arise.
• 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 managed cross functional dependencies
• To guide, reviews and initiates capacity management for credit and collection activities; ensures compliance with the departmental policies and procedures
• To review daily progression to cash targets; adjusts and yields collection and credit activities accordingly to meet cash collection objectives
• To ensure delivery of daily and monthly collection and credit management reports
• To act as a subject matter expert; propose, implement and maintain continuous improvement log in the field of collection and credit risk management
• To exercise good management judgment in the execution of job responsibilities
• To set up, review and maintains service line agreements with 3rd party collection agency
• To control cost related to 3rd party collection and credit rating agencies
• To perform root cause analysis and assist with any collection queries.
• To timely support settlement of customer collection queries
• To facilitate AR collection and minimise disputed amounts and ageing for aged debt positions
• To liaise with 3rd party countries, customer service, operation, and commercial/sales when required
• Liaise and communicate inter-departmentally with all Service Centres in order to maximise customer satisfaction
• Monitor, control and approve staff leave. Ensure appraisals are done timeously. Plan training and develop staff. Ensure "People First" nomination forms are completed monthly. Monitor and control staff uniforms.
• Recruits and develops the members of the team.
• Generates commitment, motivation and enthusiasm to company and division by motivating and retaining the best talent within DHL.
• Challenges self and others to exceed standards and achieve extraordinary results striving for best-in-class; determines team structure, roles, performance targets in co-operation with country and regional leadership.
• Evaluates performance and proposes performance-based compensation for direct staff.
• Designs and develops the team architecture (org structure, job profiles, competence profiles, etc.) as supported by the HR function.
• Align people, competencies to meet the business objectives and manage staff competency levels and performance according to set targets
• Relevant degree/ National diploma in finance
• Credit Management Qualification.
• Minimum 5 years Credit Control Experience
• Administration Experience
• Communication Skills (written & oral)
• Must be able to understand Client Reconciliations
• Debt Collection Experience
• Ability to organize, control & lead
• Accounting Knowledge of Balance Sheet, P & L” s and Debit / Credit
• Driver’s License.