Senior Collection Specialist

About us

At DHL Supply Chain we take pride in our commitment to fostering a workplace that celebrates diversity and promotes inclusion for all. We believe that the diverse backgrounds, perspectives, and experiences of our employees are integral to our success. Our inclusive culture is built on the principles of equality, respect, and belonging, where every team member is valued and empowered. We actively encourage individuals from all walks of life, regardless of age, race, gender, religion, nationality, disability, or any other characteristic, to apply for positions with us. We are dedicated to providing equal opportunities, removing barriers, and creating an environment where everyone feels they truly belong. Responsibilities

Ensure daily collection follow-ups from customers / key account managers via calls and / or emails, this includes maintain accurate and up-to-date records of all the communication and interaction in the system. Ensure overdue debt action plan is in place and being followed up, and potential bad debts are being actively pursued professionally. Ensure timely follow-up on unapplied cash with customers for remittance and provide the required details to the cash application team. Monitor and ensure the implementation and maintain an effective ICS, this includes conduct assigned controls on a day-to-day basis, to create and store evidence as per Group / Division ICS policy. Foster collaboration within the Hub, SSC, and business stakeholders to ensure all parties work together to deliver cash flow improvement and minimize financial risk. Regularly engage with the Team Lead / Tower Lead to highlight and identify solutions to address aged open items, reduce the overdue debt and improve DSO. Perform root cause analysis and implement preventive controls for the identified escalations / process issues / performance failure. Support credit limit review on a monthly and annual basis. Support on internal and external audit activities. Works with the Team Lead / Tower Lead and BPO to embed process changes, improvements and address any process deviation. Provide guidance, support and coaching to team member on their collection activities and skills. Support on any transition / project including UAT. Requirements

Bachelor’s Degree in Accounting, Finance, or related field. Minimum 6 years of experience in related field. Strong knowledge of end-to-end O2C processes, including experience of customer service and dispute resolution. Experience to manage BDO or Shared Service Centre will be added advantages. Experience in directly supervising a team. Good communication, negotiation, analytical and problem-solving skill. Demonstrate strong teamwork by actively engaging with team members, sharing knowledge, and providing support where necessary.

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