Team Manager - Advanced Duty Collection (ADC)

DHL Express; Petaling Jaya; On-site; MYR 120,000 - 190,000; Full time

Job summary

DHL Express Malaysia is seeking a senior operations leader to drive the Advanced Duty Collection function. You will translate global centralization goals into local action, coach managers and ensure top-tier collection performance, digital payment adoption and compliant service delivery.

Key responsibilities include strategic planning, program management, and cross-functional collaboration to align local processes with global standards while optimizing cost, quality and customer outcomes.

Qualifications

• University degree in Business Administration/ Management/ Finance or relevant discipline.
• Minimum 4 years of work experience in a customer-facing environment.
• Experience supporting process centralization projects in shared service environments or centers of excellence is an advantage.
• Experience in the logistics industry or a BPO environment is ideal.
• Good working knowledge of SAP is an advantage.

Responsibilities

• Lead and manage Global Advanced Duty Collection operations, translating executive priorities into actionable plans.
• Oversee productivity, quality, service levels, collection performance, and digital payment adoption.
• Coordinate cross-functionally with Finance, Customer Service, Operations, IT and HR for governance and risk management.
• Drive AI-enabled workflow improvements and data-driven decision making.
• Ensure compliance with policies, controls, and audit requirements.

Skills

Leadership

Strategic planning

Accounts Receivable

Collections

Billing

Customer service

KPI governance

Data storytelling

Change leadership

Education

University degree in Business Administration/ Management/ Finance or relevant discipline

Tools

SAP

Job description

Job Purpose

Lead and manage the Advanced Duty Collection operation. Ensure timely, accurate and compliant customer resolution, strong collection outcomes, digital payment adoption and consistent service delivery. Translate executive priorities and the global centralization roadmap into practical operating plans, workforce decisions and measurable improvement initiatives while acting as the bridge between senior leadership and frontline employees.

Key Responsibilities

• Strategic Planning, Global Projects & Centralization
• Translate long-term executive goals into annual and quarterly priorities, operational strategies, milestones and short-term team deliverables.
• Support global projects and the centralization roadmap, including scope assessment, transition planning, knowledge transfer, readiness reviews, risk management, stabilization and benefits tracking.
• Align local execution with global standards while managing country, customer, regulatory and process requirements.
• Prepare decision papers and implementation updates showing risks, dependencies, resource requirements and expected business value.
• People Leadership & Performance Management
• Lead, coach and develop people
• Set clear performance expectations and ensure goals cascade from manager to Team Leader / Supervisor and agent level.
• Conduct structured performance reviews, talent discussions and succession planning, and ensure performance gaps are addressed through documented action plans.
• Foster a supportive, accountable and high-performance culture focused on customer service, adaptability, resilience and continuous learning.
• Act as the bridge between executives and frontline employees by translating strategy into clear priorities and representing operational realities, employee feedback and risks to leadership.
• Operations & Workflow Oversight
• Oversee productivity, quality, service levels, collection performance, digital payment conversion, costs, controls and customer outcomes using operational data and dashboards.
• Ensure duty billing clarification, dispute resolution, payment follow-up and digital payment cases are managed accurately and within agreed SLAs.
• Govern operational escalations, workload balancing, queue management, business continuity and recurring root-cause actions.
• Ensure standard operating procedures, controls and management routines remain current and consistently applied.
• Workforce Planning, Efficiency & Business Value
• Develop demand, capacity and resource plans using workload volumes, handling effort, productivity, shrinkage, service requirements and forecasted change.
• Measure whether the team is appropriately resourced to deliver required service and business value.
• Track utilization, productivity, throughput, backlog, SLA achievement, forecast accuracy and cost to serve.
• Recommend redeployment, hiring, cross-training, automation or process redesign where capacity or capability gaps are identified.
• Quantify improvement impact through financial, cost-benefit, productivity, cash-flow, service and customer-experience measures.
• Cross-Functional Coordination & Value Optimization
• Act as a translator and bridge-builder across Finance, Customer Service, Operations, Sales, Customs, HR, IT, Legal, Procurement and other relevant functions.
• Influence without authority to align directors, process owners, technical teams and country stakeholders around shared outcomes and accountable actions.
• Establish clear governance forums, decision logs, escalation paths and stakeholder communications.
• Advocate for the people, tools, data and policy support required to deliver sustainable ADC performance.
• Conflict Resolution, Escalation & Customer Advocacy
• Address team roadblocks and mediate disagreements fairly while maintaining operational accountability.
• Oversee complex customer and business escalations and ensure clear ownership through closure.
• Balance firm collection outcomes with professional, transparent and solution-oriented customer engagement.
• Escalate material financial, customer, people, compliance, legal, technology or reputational risks to the appropriate senior owner.
• AI, Automation & Digital Enablement
• Identify opportunities to reduce manual administration and repetitive follow-up through workflow automation, self-service, analytics, digital payment tools and AI-enabled support.
• Guide the team to interpret AI-generated intelligence and analytical recommendations, applying human judgment to validate outputs and evaluate risk.
• Partner with IT, Product, Finance and control functions to design, test and adopt technology-enabled workflows with appropriate controls and change management.
• Monitor adoption and benefits, including cycle-time reduction, quality improvement, capacity released and customer impact.
• Promote safe, responsible and compliant use of data, automation and AI in accordance with company policies.
• Data-Driven Decision Making & Impact Quantification
• Use operational and financial data to identify trends, anticipate demand shifts, prioritize risks and optimize resource allocation.
• Connect frontline activity to business outcomes such as cash collected, online payment conversion, dispute resolution, service, quality, cost and customer experience.
• Benchmark team progress and quantify the value of strategic investments using agreed baselines, financial measures, cost-benefit analysis and customer satisfaction metrics.
• Present concise, decision-ready insights explaining performance drivers, corrective actions, trade-offs and decisions required.
• Governance, Risk & Compliance
• Ensure operations comply with company policies, financial controls, collection practices, data protection, audit and record-retention requirements.
• Maintain oversight of quality monitoring, control testing, issue remediation and audit actions.
• Ensure accurate documentation and appropriate management control over operational and customer records.

Educational Qualification

• University degree in Business Administration/ Management/ Finance or relevant discipline.

Skills & Competencies

• Strong leadership, coaching and performance-management capability, including experience leading Team Leaders / Supervisors.
• Strategic planning and execution, with the ability to convert executive direction into practical operating plans.
• Strong operational knowledge of Accounts Receivable, credit and collections, billing, customer service or shared-service delivery.
• Workforce planning, capacity management, KPI governance and continuous-improvement capability.
• Commercial and financial acumen, including impact quantification and cost-benefit analysis.
• High emotional intelligence, sound judgment and the ability to handle difficult conversations and conflict.
• Strong influencing and stakeholder-management skills across functions, countries and external partners.
• Analytical and data-storytelling capability, with confidence using dashboards and operational insights.
• Change leadership and practical understanding of digital payment, workflow, automation and AI-enabled operations.
• Clear written and verbal communication with executives, people managers, frontline employees and customers.

Expected Experience

• Minimum 4 years of work experience in a customer-facing environment, with a strong preference for candidates who have experience in multiple fields, such as Collections, Query Handling and Customer Service
• Experience supporting process centralization projects in shared service environments or centers of excellence is an advantage.
• Experience in the logistics industry or a BPO environment is ideal.
• Good working knowledge of SAP is an advantage.

Key KPIs

• Collection recovery rate, same-day / immediate payment rate, online payment conversion and promise-to-pay kept.
• SLA attainment, backlog health, response and resolution time, repeat contacts and customer satisfaction measures.
• Productivity, utilization, throughput, forecast accuracy, resource-to-demand alignment and cost to serve.
• Quality and compliance scores, billing accuracy, control exceptions, audit actions and recurrence of defects.
• Team Leader / Supervisor effectiveness, coaching discipline, goal completion, succession readiness, learning adoption and retention indicators.
• Project milestone delivery, transition readiness, adoption, benefit realization, cycle-time reduction and capacity released through automation or improvement.

Decision Making & Autonomy

Makes day-to-day decisions on operational priorities, escalation routing, coaching focus and corrective actions within delegated authority and approved policies. Recommends workforce, investment, organization and process changes using quantified business cases and risk assessments.