2025-08-12 DHL (https://group.dhl.com/en.html)
Other
/yr
full-time
employee
Petaling Jaya 47400 Malaysia
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)
