Team Leader - OTC

Join our Finance team at DHL Global Forwarding, Freight (DGFF) GSC - Global Service Centre!

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Career Level: L

Are you dynamic and results-oriented with a passion for logistics Join our high-performing Global Shared Services Team (GSC) at DHL Global Forwarding, Freight (DGFF) a Great Place to Work certified organization and one of the Top 20 most admired Shared Services Organizations in 2022 by the independent global Shared Services & Outsourcing Network (SSON).

We are the captive Shared Service Provider for DHL Global Forwarding and DHL Freight (DGFF). We are an organization of more than 4,600 colleagues complemented by approximately 500 virtual FTE (i.e., bots applied in process automation). Our colleagues are based across six service delivery centers in Mumbai, Chennai, Chengdu, Manila, Bogota & Budapest. You will interact with people from all over the world and get the chance to work in a truly international organization.

The Team Leader for OTC (Order to Cash) within the Finance Service line is tasked with orchestrating and refining OTC operations, integrating both voice and non-voice processes to enhance Accounts Receivable efficiency. This pivotal role requires adeptness in navigating the complexities of customer transactions, coupled with a deep understanding of finance processes, especially in the context of Order to Cash. The role calls for analytical skills and problem-solving capabilities to address and pre-empt operational challenges. Key competencies include a strong customer focus, leadership acumen, the ability to influence cross-functional teams, and a steadfast commitment to operational excellence.

Key Responsibilities:

• Directly oversee team performance, ensuring achievement of productivity targets in terms of calls made and accounts worked. Regularly conduct account and portfolio reviews to identify areas for improvement and drive targeted projects to enhance collection strategies.
• Manage escalations related to non-paying customers, ensuring timely action by team members according to Standard Operating Procedures (SOPs). Take personal responsibility for supervisor-level escalations, ensuring effective resolution in line with company policies.
• Monitor and ensure the team consistently meets or exceeds Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) related to Accounts Receivable and collections. Lead by example in maintaining high standards of operational excellence.
• Drive continuous improvement in Accounts Receivable and collections and Non voice processes, leveraging industry best practices and tools such as First Choice. Ensure adherence to all SOPs, internal controls, and audit requirements, updating procedures as necessary to align with evolving business needs.
• Maintain active communication with key stakeholders, including senior management and business partners, providing regular updates on team performance.
• Foster strong relationships to support business objectives.
• Mentor and coach team members, particularly in handling critical accounts and complex situations. Conduct monthly performance discussions, fostering an environment of learning and professional growth. Delegate tasks effectively to balance workload and enhance team skills.
• Collaborate with managers, CFOs, and other stakeholders in coordinating Order to Cash (OTC) operations, ensuring seamless process execution across different time zones and accommodating shift work requirements. Utilize key financial systems (e.g., Oracle, Basware, Ma!n) proficiently for daily operations.
• Conduct regular quality checks to minimize errors and uphold high standards in OTC processes. Manage vendor and business partner queries with a focus on providing high-quality customer service and achieving timely issue resolution.
• Identify opportunities for process optimization and share best practices within the team to drive efficiency and effectiveness in OTC operations. Engage in quality and process improvement projects to enhance overall service delivery.
• Work closely with HR on employee engagement initiatives, ensuring a positive and collaborative work environment. Facilitate on-the-job training, address training needs, and monitor individual and team performance through established KPIs, providing constructive feedback and conducting performance appraisals to support team members growth.

Required Skills/Abilities:

• Strong knowledge of the forwarding and logistics industry, including back-office operations.
• Excellent analytical and problem-solving skills.
• Proficiency in computer systems and software relevant to the role.
• Customer-oriented mindset with the ability to understand and meet business partners needs.
• Exceptional planning and organizing capabilities to set and achieve goals effectively.
• Sound decision-making skills, even in uncertain situations, with a focus on risk management.
• Proven ability to develop and lead high-performing teams, fostering a spirit of cooperation.
• Influencing skills to persuade others and gain support for ideas and approaches.
• Effective communication skills, both verbally and in writing, adapting to various contexts.
• Strong commitment to excellence, challenging oneself and others to achieve outstanding results.

Required Qualifications & skills

• Bachelor's degree in Finance, Accounting, Business Administration, or a related field is essential.
• A Master's degree in a relevant field (e.g., MBA, Finance, or Supply Chain Management) is highly desirable,
• A minimum of 5-7 years of experience Order to Cash processes or a related financial operations role, with at least 3 years in a leadership or supervisory position managing a sizable team.
• Proven track record of successful team management, demonstrating the ability to lead, motivate, and develop a team of 18 to 20 members or more.
• Extensive experience in end-to-end OTC operations, including vendor management, invoice processing, payments, and compliance, within a complex organizational structure.