Manage and control the Asia Pacific OtC processes for DHL’s largest Strategic, MNC and CSI customers, guaranteeing continuous cash flow, customer satisfaction, elimination of errors at source and compliance to terms and conditions that impact key KPI’s such as DSO, DQO, Credit Notes, Bad Debt and percentage overdue.

Accountabilities

Stakeholder - Internal:

• High visibility to country CFO’s, country OTC manager, country AR managers
• High visibility to GKAD and Regional KAD teams
• High Interaction with APSSC MDM and Billing departments
• Visibility to Global OTC process Towers (Billing, AR and MDM)
• Visibility to Global, European and Country Pricing teams
• Interaction with Finance BPO organization
• Occasional visibility to Regional CFO

Customers - External:

• Visibility and interaction with Finance and Logistics/ Procurement departments of DHL CSI /MNC customers (all levels: from agents to executives) and third party Freight Payment agencies.
• Working with Customers’ Regional Team in APAC, and visibility Cross Regions.

Process:

• Manage the Accounts Receivable ledger for FKAD’s MNC/ CSI Customers across Asia Pacific/ or Cross Region by liaising frequently with the customer shared service center, budget holders and Freight Payment Agencies, GCM, RCM and Local GAM
• Guarantee all contractual conditions (exemptions, exceptions, invoice formats, invoice frequency, tariffs, payment terms, etc.) are being applied correctly across all billing systems and to ensure consistency of OtC processes for the MDM resources in each country
• Deal with all customer invoice related queries and to ensure that all issues are carefully analyzed and actions are taken to avoid any repetition of the root causes
• Ensure customer is contacted (phone, E-mail) at the appropriate intervals (according to treatment plans), promises to pay are kept, all queries are properly recorded and managed and relevant collection systems are updated in an accurate, professional and understandable manner
• Continuously monitor the ageing and guarantee optimal behavior of the overall customer portfolio ensuring all individual targets are consistently met
• Understand and maintain customer specific treatment plans
• Manage open items of the customer ensuring payments are correctly and timely received and allocated and accounts are kept clean
• Ensure a proper reconciliation between our AR ledger and the Customer AP ledger
• Create monthly reporting files, bi-weekly overviews, quarterly steering board presentations, bi-yearly customer summary and other ad-hoc reporting activities to inform all key stake holders whenever necessary
• Understand and maintain a thorough understanding of the Payables structure of the customer and optimize the Billing, Collection and Payment process at DHL to optimize the end to end process and customer experience
• Maintain proper documentation of customer treatment plan and customer profile
• Organize and coordinate yearly clean up exercise to analyze the customer’s number of accounts and ancient debt
• Follow all OTC restrictions and policies in line with DHL compliancy and with contractual conditions. Sell ’our e-Billing solutions as much as possible to the customers to reduce copy doc queries and also shorten the time between invoice date and invoice received by customer
• Ability to do a full in depth analysis of the customer’s payment behavior and identify the way to improve cash flow
• To continuously monitor the external market for customer trends/issues to minimize any cash flow risk to DHL

Relationship:

• Maintain a good and professional relationships with key internal and external stakeholders surrounding the managed customers
• Build and maintain a Asia Pacific & Global network with (local) MDM and Billing departments in order to optimize the OTC service delivery for our Key Account (CSI and MNC)
• Discuss, coordinate and escalate ‘relevant and significant’ collection issues to the respective stakeholders (Country and European CFO, Country AR Managers, CSI managers and MNC managers) following the Global CSI AR Treatment and Escalations process
• Grow into a knowledgeable Expert for the commercial community when it comes to all Finance related topics
• Able to represent DHL when necessary to negotiate any invoice related issues and contractual conditions (ensuring all relevant data and knowledge has been gathered prior to customer contact

Expected years of experience

5-7 years’ work experience in a related field (e.g. finance, sales, business analyst, customer service) – strong preference for candidates with experience in multiple fields (e.g. Collections, Query Handling, AP, Billing, CMF, Customer Service, Sales)

Educational Qualifications

Master/ Bachelor level in Business / Finance

Skills

• Excellent communication skills
• Strong analytical skills
• Negotiation skills
• Presentation skills
• Being able to handle multiple tasks simultaneously without losing composure
• Influencing skills
• Problem Solving Skills
• Accountable and taking responsibility for own work (eg customers queries, disputes, complaints etc.) and not passing problems and decisions onto others
• Adapt DHL culture, behavior or approach to suit situation
• Fluent in English and Korean
• Aptitude to work in a multicultural / diverse team environment
• Experience with multi-millions portfolios and international sensitive customers
• Experience in Microsoft Office, especially Excel, Power point and Access
• Open and transparent by giving and receiving feedback.

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 MDM
• In depth knowledge of the DHL OtC policies, Billing, GSOP guidelines, and customer treatment plan that impact DHL customers on a day to day base
• Optimize current process by improving Operation, Billing and Payment process.

• Financial Accounting
• Korean Speaker
• Finance