Senior Coordinator Account Receivable

Hapag-Lloyd; Selangor; On-site; MYR 67,000 - 112,000; Full time

Job summary

Hapag-Lloyd is seeking a Finance professional in Malaysia to oversee end-to-end AR operations, ensuring SLA adherence and escalation handling. You will manage customer and collection risks, disputes, refunds, and drive continuous improvement with regular risk reporting.

The role requires 4+ years in finance/credit control, fluency in English, and experience with ERP/accounting software. Knowledge of logistics is a plus. Based in Selangor, on-site position.

Qualifications

• Diploma or bachelor’s degree in accounting or finance.
• Minimum 4 years in finance/credit control related experience.
• Fluent in English (oral and written).
• Shipping/Transportation/logistics industry experience is a plus.

Responsibilities

• Monitor end-to-end AR operations performed by GCC and ensure SLA adherence.
• Manage escalations from GCC and internal stakeholders for timely resolution.
• Oversee customer and collection risks, disputes, refunds and related matters.
• Drive process improvements and regular reporting of key risks and performance.

Education

Diploma or Bachelor’s degree in accounting or finance

Tools

MS Office

ERP/Accounting software

Job description

Main Objectives of this position:

Monitor and govern end-to-end AR operations performed by GCC, ensuring timely completion, SLA adherence and compliance with agreed processes.

Manage escalations and exceptions from GCC and internal stakeholders, driving timely resolution of operational and customer-related issues.

Oversee customer and collection risks, including critical overdue accounts, disputes, D&D, refunds and other matters requiring QSC intervention.

Drive continuous improvement and management visibility through issue identification, process optimisation, automation opportunities and regular reporting of key risks and performance.

Function and duties:

1.AR Operations and monitoring:

• Monitor the end-to-end execution of AR activities performed by GCC, including Customer Master Data, Collection, Clearing, Dunning, Dispute, Deposit/Refund and Credit Management.

• Monitor daily task completion, backlog, aging and SLA adherence across all AR activities.

• Review exceptions and identify recurring issues, delays or process gaps requiring intervention.

• Ensure agreed processes and controls are consistently followed by GCC.

2.GCC Performance & Escalation Management

• Act as the primary escalation point for issues raised by GCC that require QSC intervention, clarification or management decision.

• Review unresolved and overdue items escalated by GCC and drive the relevant stakeholders towards timely resolution.

• Challenge recurring operational issues and ensure appropriate corrective actions are implemented.

• Escalate critical risks, persistent delays and SLA breaches to QSC management where required.

3.Internal Stakeholder Coordination

• Coordinate with Customer Service, Sales, Credit, Finance, Treasury, M&R, Depot and other relevant internal departments on issues impacting AR collection and customer accounts

• Drive cross-functional resolution for issues that cannot be resolved within GCC's scope.

• Ensure ownership is clearly assigned and follow up until closure.

4.Customer Escalation Management

• Take ownership of customer escalations that require QSC intervention beyond GCC's operational scope.

• Review the customer's concerns, coordinate internally and ensure timely resolution.

• Engage directly with customers, including making calls where required, particularly for critical, sensitive or long-outstanding matters.

• Ensure appropriate communication and follow-up with customers until the issue is resolved.

5.Customer Escalation Management

• Monitor overall collection performance, overdue development, aging and high-risk customer accounts.

• Monitor significant outstanding balances, long-overdue items, disputes and collection risks requiring management attention.

• Review collection risks relating to Demurrage & Detention, bad debt, insolvency and other high-risk accounts.

• Provide management with visibility of key collection risks, root causes and required actions.

6.Process Governance & Continuous Improvement

• Identify gaps and inefficiencies in the GCC operating model and drive process improvements.

• Identify opportunities for automation, standardisation and simplification across AR activities.

• Monitor the effectiveness of implemented automation and ensure processes remain sustainable following personnel changes.

• Ensure SOPs, escalation paths and responsibilities remain clear and up to date.

7.Management Reporting & Control Tower Visibility

• Consolidate and provide management visibility on key operational metrics, including backlog, aging, SLA performance, escalations, disputes and collection risks.

• Highlight critical issues requiring management attention and provide clear action plans and ownership.

• Track escalated items through to closure and maintain visibility of outstanding actions.

Any other projects/tasks assigned by the manager.

Qualifications and Technical Job Requirements:

• Diploma or bachelor's degree in accounting or finance

• Minimum 4 years in finance/credit control related experience

• Proficiency in MS Office

• Knowledge in ERP system/Accounting software preferred

• Fluent in both oral and written in English

• Shipping/Transportation/logistic industry experience will be a plus