Accounts Receivable Resolution Expert, Customer

2 weeks ago


Singapore DHL Full time

Role Purpose:

  • Coordinate and drive the sustainable resolution of AR issues between customer management, business units and the customers in order to reduce overall outstanding.

Principal Accountabilities

1. Issue Resolution (short term - corrective action)

  • Regularly review existing reporting to prioritize where to act and escalate
  • Ensure action on overdue receivables for quick payment (mainly through BU)
  • Facilitate escalation and tracking of issue resolution (at invoice level if needed)
  • Review AR customer cases, uncover root causes and initiate improvement projects
  • Initiate A/R improvement activities to be driven by business unit
  • Directly lead selected key projects, leveraging First Choice / Six Sigma tools
  • Follow up on escalation process and ensure credit stop is approved by all relevant stakeholders

2. Continuous Improvement (mid term - preventive action)

  • Trigger structural process improvements within the business units to avoid repetitive root causes for nonpayment
  • Leverage best practices across accounts, regions, countries and business units
  • Continuous improvement of reporting quality within BU and CSI with shift from reactive to proactive A/R management

3. Stakeholder Management

  • Act as point of contact between Customer Manager, Business Unit, Finance and Customer
  • Close alignment and leveling of workload with counterparts in other regions, Regional / Global CFO and Global Functional Lead

Knowledge, Skills and Experience

  • Bachelor's degree or Masters in Logistics, Finance and related discipline or equivalent.
  • Minimum professional experience of 25 years in accounts receivables management or payables management.
  • Project management, stakeholder management and virtual team management skills.
  • Business acumen and understanding of key financial and commercial principles.
  • Prior experience with finance/account receivables a plus.
  • Experience working in multicultural, global and remote teams.
  • Excellent MS Excel skills.
  • First Choice / Six Sigma.

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