Service Delivery Expert: OTC (FTC) at DHL Supply Chain

Key Responsibilities:

Financial Transaction Management:

• Ensure all valid transactions are recorded and invoiced promptly.
• Capture all sundry billings without delays.
• Follow up with customers on outstanding payments.
• Dispatch statements promptly.
• Apply cash collections in a timely manner.
• Clear credit notes and queries efficiently.
• Ensure customer details are captured accurately and on time.

Operational Excellence:

• Maintain a robust relationship between Accenture, the Hub, the business, and the client.
• Perform adhoc finance functions as required.
• Regularly follow up on agreed KPIs.
• Support the launch of programs aimed at improving customer, employee, and business partner satisfaction with business processes.
• Keep all system and process documentation up to date at the Shared Services Center (SSC) level.
• Consistently clarify service requirements and obtain relevant inputs.
• Support internal and external audits at the Business Partner level.
• Ensure integration and optimization with other process towers and areas of the business.
• Conduct internal controls, ensuring all change initiatives adhere to company quality standards.
• Handle special processes to support business optimization.
• Actively contribute to projects as a project member.
• Conduct weekly performance and KPI review calls with the outsourced party.

System and Customer Relationship Management:

• Responsible for managing one Oracle module.
• Oversee Accounts Receivable and Cash Management for Order to Cash.
• Serve as a role model and motivator for indirect staff (Accenture, the Hub, the business, and the client).
• Ensure efficient customer relationships, respecting cultural environments and histories.
• Maintain operational documentation and systems requirements.
• Adhere to customer-specific procedures and quality standards.

Qualifications:

• Essential: Matric
• Desirable: Degree or equivalent

Experience, Competencies, and Skills:

• Minimum of 3 years of experience in a similar role.
• Demonstrated ability to represent the company professionally.
• Strong relationship management skills with key players.
• Proficiency in language skills and aptitude.
• Ability to perform duties and responsibilities with minimal supervision.
• Team player with strong attention to detail.
• High drive to meet strict deadlines.
• Proven team leadership and development skills.
• Strong customer focus and problem-solving abilities.
• Ability to support and adapt to change.