Cluster Lead - RtR

Role Purpose

Provide RTR process and system expertise that contribute to the delivery of critical business priorities whilst at the same time continuously improve the quality and efficiency of RTR services in view of digitalization / automation that results to customer satisfaction.

Principle Accountabilities

• Plan, manage and control cost-effective delivery of services.
• Manage and sustain supervisory and quality review / verification as per global SOPs, network policies and required controls (CRISP and external audit controls) to ensure controls are strictly compliant as well as to achieve center’s audit KPI.
• Collaborate with all functions and support each function in ensuring process compliance and continuous service excellence.
• Take ownership of escalation or handle critical concerns raised by the business.
• Build “business process expert” within the team to support regional/global projects. Prepares and reviews relevant business scenarios used for purpose of testing arising from process changes and system enhancements or upgrades.
• Accountable for BRS and CR writing for new requirement or changes of existing process/system and present the ideas to management and BPO team.
• Support the development of future process experts.
• Regularly review KPIs or performance indicators.
• Identify training needs and opportunities to develop a highly skilled functional department.
• Periodically review manpower needs and back-up plans for each team to ensure seamless delivery to business partners.
• Support new and existing team members through proper knowledge transfer; sharing of resources, knowledge, experience and best practice thereby ensuring quality is maintained through staff transition.
• Back-up & support team member as and when needed, showing monitoring abilities as well as management and motivation of the team members.
• Sharing Best Practices and supporting analytics.
• Ensure regular Quality / Duplicate Checks are being performed in order to ensure the Quality is being maintained.
• Ensure quality is being maintained with accuracy, completeness, timeliness and without duplication.
• Timely updates / modify PtP Process documents / CRISP control documents to align PtP processes and are compliance and adhere to GOM.
• Assist in project rollout, testing and guide the team on project implementation from service line perspective.
• Consolidate & present Service Performance Review deck to Business Partners together with preparing minutes / outcome of the SPR discussion.
• Work according to Internal Controls / CRISP requirements, handle audit query and provide mitigation plan where needed.
• Proactively identify process improvement opportunities and discuss with the business partners.
• Review IRM's / Issue Log regularly and follow-up on the open items to resolve issues in a timely manner.
• Review reconciliation ensure properly reconciled on a monthly basis. Follow-up with the team and Country Finance to resolve outstanding issues in timely manner.

Nature and Scope

a) Context

• Proper maintenance of accounting records is relevant to the organization and to the users because these records are the source of management information used as basis in decision making process. These should be made available when required by auditors, tax authorities and any other interested parties that are allowed to see the information of the company.
• This position is responsible for accurate and correct classification of balance sheet and profit and loss accounts, which is very significant in achieving reliable financial statements that are subject for annual review by independent external auditors and internal auditors as well.
• The job holder has to ensure internal accounting control policies and procedures are strictly implemented and weaknesses are identified to avoid material loss in the company.

b) Reporting Relationship

The role reports directly to Manager

c) Contacts

Internal

CFO / Finance Manager and Country’s Finance Staff, Regional and Area Office Finance Staff, APSSC Billing team, DPDHL CREST Team, Internal Auditors

External

External Auditors

d) Problem Solving

Breaks down a problem, situation or process into its component parts, separates the main issues from side-issues, understand the nature of parts and their relationship to one another. Seeks out and critically evaluates both numerical and narrative information. Draws accurate conclusions.

e) Decision Making

All the business related decisions will be referred to the Team Manager-RtR and Head of department-RtR.

f) Planning and Organisation

The job holder is required to plan and priorities the reports/data effectively, as reporting deadline (network or local) is very important and failure to achieve this will result in the delay of Global consolidation (DPDHL). Inaccurate data will result in wrong information and rectifying errors will result in time constraints that will delay the reports.

g) Job Challenge

Indirect control of activities in the country will be very difficult if not coordinated properly, cooperation and teamwork is very crucial in achieving the objectives.

Educational Qualifications

• Degree Holder or equivalent by experience.

Expected years of experience

• At least 2 to 4 years of work experience, preferably in a finance environment (similar or comparable position in a Shared Service Centre is an advantage).

Knowledge & Skills

• Passion for People
• Passion for leading and developing skills
• Respectful of individual and cultural sensitivities
• Relentless in building and sustaining high performing teams
• Strongly committed and adept in giving feedback to people to build confidence and competence
• Team player and able to work in a multi-cultural environment
• Rigorous in seeking talent and building on potential

Passion for Quality and Continuous Improvement

• Passion for doing things right the first time
• Relentless in solving problem and issues
• Strongly committed and adept in addressing business and customer issues
• Rigorous in analysing data from multiple systems

Passion for Customers

• Driven to support business priorities
• Cross-department consultation and collaboration
• Business Acumen
• Commitment to Excel
• Taking Direction and Responsibility
• Building & sustaining effective professional relationships

Business Acumen

• Constructive Challenge
• Strong process knowledge
• Well verse of all CRISP Control and Audit requirement
• Strong communication and influencing skills
• Proven ability to plan, organize and drive change
• Possessed strong analytic skill on data
• Computer skills: fluent in working with MS-office and database end-user tools
• Language skills: fluent in English