Team Lead - Billing

DHL Express; Petaling Jaya; On-site; MYR 60,000 - 98,000; Full time

Job summary

DHL Express in Malaysia seeks an experienced Billing Specialist to oversee the accurate and timely invoicing process, validate data before billing, and handle external and post-billing transactions in line with global policies.

You will drive the efficient processing of invoices and invoice corrections based on customer billing cycles, while also fulfilling pre- and post-invoicing obligations to meet contractual special billing requisites.

Qualifications

• Minimum 5 years work experience in customer-facing environment.
• Experience in collections, billing, or master data management is preferred.
• Knowledge of global billing policies and audit requirements is a plus.

Responsibilities

• Lead timely and accurate completion of customer invoices, ensuring adherence to SLAs and special billing requirements.
• Drive resolution of shipment issues for correct billing and prompt invoice corrections, addressing customer queries and enabling timely payments.
• Ensure compliance with Global guidelines for handling sanctioned shipments.
• Evaluate risks and opportunities related to unbilled items and invoice corrections, implementing necessary interventions.
• Improve finance and services through process improvements, automation, and standardization.
• Establish and maintain relationships with Global and Regional and Finance teams for issue resolution and payment collection.
• Ensure execution of CRISP controls and ensure compliance with international accounting standards and DHL policies.
• Support internal and external audits and provide relevant billing documentation and information.
• Collaborate on the deployment of EGAP solutions.

Job description

Oversee and manage tasks related to the accurate and timely billing. This involves ensuring thorough validation and correction of data prior to billing, as well as handling external and post billing transactions in accordance with global policies. Drive the efficient processing of invoices and invoice corrections based on customer billing cycles, while also fulfilling pre- and post-invoicing obligations to meet contractual special billing requisites.

Key Responsibilities

Service Delivery

• Lead timely and accurate completion of customer invoices, ensuring adherence to SLAs and special billing requirements.
• Drive resolution of shipment issues for correct billing and prompt invoice corrections, addressing customer queries and enabling timely payments.
• Ensure compliance with Global guidelines for handling sanctioned shipments.
• Evaluate risks and opportunities related to unbilled items and invoice corrections, implementing necessary interventions.
• Improve finance and services through process improvements, automation, and standardization.
• Establish and maintain relationships with Global and Regional and Finance teams for issue resolution and payment collection.
• Ensure execution of CRISP controls and ensure compliance with international accounting standards and DHL policies.
• Support internal and external audits and provide relevant billing documentation and information.
• Collaborate on the deployment of EGAP solutions

Process

• Ensure compliance with corporate guidelines, procedures, and standards.
• Drive digitization/automation of non-value-adding tasks and contribute to system enhancements.
• Maintain a strong internal control environment.
• Participate in periodic reviews to minimize risk and increase cost efficiency.
• Contribute to management reporting tools implementation.
• Support process reviews and identify automation/digitization opportunities.
• Monitor billing data for trends, patterns, and potential issues, and provide insights and recommendations for improvement.

People

• Support leadership development and succession planning.
• Contribute to the continuous development of team members.
• Support development of the team members in collaboration with HR.
• Provide feedback, coaching, sit-ins.
• Foster a positive and collaborative work environment, promoting teamwork, employee engagement knowledge sharing, and continuous improvement.
• Collaborate with HR on talent recruitment and development.
• Set performance goals and monitor individual and team performance.
• Conduct regular team meetings, set goals, and monitor individual and team performance.
• Identify training needs and provide training and development opportunities to enhance team members' skills and knowledge.

Strategy

• Provide inputs to support the SSC strategy and initiatives.
• Collaborate with Global Process heads on process improvements and system enhancements.
• Support understanding and communication of key operational targets/goals.
• Provide inputs for business planning and budgeting.

Stakeholders

• Build and maintain positive relationships with key stakeholders.
• Identify opportunities to enhance service quality and effectiveness.
• Collaborate with cross functions teams.
• Foster relationships with internal colleagues , internal and external auditors .
• Lead and manage performance reviews with stakeholders.

Key Requirements

• Minimum 5 years work experience in customer-facing environment– strong preference for candidates with experience in multiple fields (e.g. Collections, Query Handling, Customer Service, Billing, Pricing, Master data management, Sales)
• Experience in leading the execution of centralized processes in shared service environments or centers of excellence is an advantage
• Experience in logistics industry or BPO environment is ideal
• Knowledge of Lean Management is ideal (production and/or service environment)

Stakeholder Management: Internal

• Global Process Tower
• Global Product/Application owners
• Regional Finance
• Country Finance and other contacts
• Internal auditors
• Relevant HODs/Managers/Team Member of the SSC
• Relevant HODs/Managers of Other SSCs
• ITSC

Customer/Stakeholder Management: External

• Corporate Customers (their Finance representatives) or Individual customers
• External auditors