Key Responsibilities

1. Operational Management

• Manage daily operations across Payment, VMD, and CALMS processes.
• Ensure accurate and timely execution of supplier and employee payments.
• Oversee vendor creation, maintenance, validation, and screening activities.
• Monitor completion of CALMS and SOA reconciliation activities within agreed timelines.
• Ensure compliance with DHL policies, standard operating procedures, and control requirements.
• Manage operational escalations and drive timely resolution of exceptions and issues.
• Review productivity, workload distribution, and resource allocation to achieve service targets.

2. People Leadership & Talent Development

• Lead, coach, and develop team members to achieve operational and professional goals.
• Conduct performance reviews, coaching sessions, and career development discussions.
• Foster a high-performance culture focused on accountability, collaboration, and continuous improvement.
• Support succession planning, capability development, and knowledge transfer initiatives.
• Drive employee engagement and team well-being activities.

3. Service Delivery & Stakeholder Management

• Act as primary escalation point for countries, business units, Finance, Procurement, Treasury, and other stakeholders.
• Build strong partnerships with internal and external customers to enhance service delivery.
• Lead operational review meetings and provide updates on performance, risks, and improvement initiatives.
• Collaborate with regional and global teams on process enhancements and projects.

4. Compliance, Controls & Risk Management

• Ensure adherence to financial controls, compliance requirements, and audit standards.
• Monitor segregation of duties, approval controls, data governance, and payment compliance.
• Support internal and external audits by providing required documentation and evidence.
• Identify operational risks and implement corrective and preventive actions.

5. Reporting & Performance Management

• Monitor and analyze operational KPIs, SLAs, productivity, quality, and customer satisfaction metrics.
• Prepare management reports, dashboards, and business insights.
• Conduct trend analysis and root-cause investigations to improve operational performance.
• Ensure accurate reporting of volumes, aging items, reconciliation status, and team performance.

6. Process Improvement & Digitalization

• Identify opportunities for automation, standardization, and process optimization.
• Lead continuous improvement initiatives utilizing Lean, automation, and digital solutions.
• Support implementation of system enhancements, process migrations, and transformation projects.
• Drive operational excellence initiatives to improve efficiency, compliance, and customer experience.

Scope of Responsibilities

Payment

• Supplier and employee payment processing
• Payment exception management
• Payment query handling
• Payment reporting and controls
• Banking platform and EBP related support

Vendor Master Data (VMD)

• Vendor creation and maintenance
• Vendor screening and compliance checks
• Data governance and quality reviews
• Vendor master clean-up initiatives
• Stakeholder support and query management

CALMS

• CALMS reconciliation and reporting
• SOA reconciliation activities
• Outstanding item resolution
• AP Aging monitoring and analysis
• Financial controls and reporting support

Key Performance Indicators (KPIs)

• SLA achievement
• Payment accuracy and timeliness
• Vendor data accuracy
• Reconciliation completion rate
• Productivity and utilization
• Quality and compliance performance
• Customer satisfaction
• Audit findings closure
• Employee engagement
• Continuous improvement and automation delivery

Qualifications & Experience

Education

• Bachelor's Degree in Accounting, Finance, Business Administration, or related discipline.

Experience

• Minimum 5 years of Procure-to-Pay, Accounts Payable, Shared Services, or Finance Operations experience.
• Minimum 2 years in a leadership or supervisory role.
• Strong knowledge of Payment, Vendor Master Data, and Reconciliation processes.
• Experience working in a Shared Service Centre environment.
• Knowledge of SAP and related finance systems preferred.

Required Competencies

Technical Competencies

• Procure-to-Pay Operations
• Financial Controls & Compliance
• Reconciliation & Reporting
• Data Analytics
• SAP Knowledge
• Continuous Improvement
• Process Automation