Senior Associate - Billing

DHL Group; Petaling Jaya; On-site; MYR 42,000 - 66,000; Full time

Job summary

DHL Express is seeking a Service Delivery professional in Malaysia to ensure timely and accurate handling of incoming requests from business partners. The role supports billing information validation, data transfer, and reporting to meet contractual SLAs.

The candidate will drive KPI achievement, assist in end-to-end investigations to recover revenue, and contribute to digitization efforts while maintaining strong internal/external relationships.

Qualifications

• Experience in delivering timely and accurate support to business partners and stakeholders.
• Proficient in Excel and Windows for data validation and reporting.
• Strong communication skills in English, both written and spoken.
• Able to prioritize, multitask and meet deadlines in a fast-paced environment.
• Detail-oriented with a proactive, solution-focused mindset.

Responsibilities

• Adhere to internal authorization levels and local guidelines.
• Participate in digitization/automation of non-value adding tasks.
• Establish and maintain positive working relationships within the team.
• Support change management initiatives from management.
• Assist in analytics and process reviews for optimization.
• Prioritize process improvements that are customer-centric and essential for operations.

Skills

Analytical skills

English communication

Team player

Deadline management

Self-motivated and organized

Attention to detail

Problem solving

Work in fast-paced environment

Tools

Microsoft Excel

Power BI

Power Query

Power Automate

Windows

Job description

Service Delivery

• Timely and accurate completion of incoming requests and queries from business partners and other stakeholders, in accordance with the agreed SLA.
• Perform validation and maintenance activities comply with Global guidelines and approval process.
• Liaise with internal and external contacts to request and follow-up relevant billing information to support correct, timely and complete billing.
• Perform validation and rectify the errors found from the rejection report.
• Drive to achieve the teams KPI & SLA on a daily, weekly & monthly basis.
• Perform end to end investigation to recover billing Revenue or avoid Revenue Leakage.
• Prepare, provide supporting documents and reports to the internal or external customer as per the contractual agreement.
• Maintain and prepare data for transfer to produce accurate billing invoices/credits.
• Perform quality checks (Billing Supervisory checks)

Process

• Adhere to internal authorization levels and local guidelines.
• Actively participate the digitization/automation of non-value adding tasks.
• Establish and maintain a positive working relationship and foster a cooperative and supportive team environment.
• Take part in procedures and systems review to minimize risk and increase cost efficiency.
• Actively support and engage in the change management initiatives directed by management pertaining to organizational or system changes.
• Support analytics and process reviews for sustainability and identification of automation/digitization opportunities.
• Prioritize process and system capability enhancements that are customer-centric and essential for business operations.

Required Competencies

• Flexible to work on weekends and public holidays if required.
• Analytical skills.
• Experience in Microsoft Windows & Excel as an end user.
• Good communication skills in English, both oral and written.
• Results oriented: Providing optimal support to ensure projects, programs and portfolios achieve the best possible results in the most efficient way.
• Self-motivated and highly organized with a high level of attention to detail
• Energetic, enthusiastic, team player.
• Able to manage deadlines.
• Ability to work in fast pace environment.
• Experience in Power BI/Query/Automate is a plus.
• Being innovative and have an open mindset: Constant reflection on the way of working to drive continuous improvements.
• Ability to prioritize and multi-task: Taking into consideration strategic requirements and ad-hoc demand.
• Big picture thinking, able to understand implications, and mitigate complications.