Billing & Mdm Head

DHL Finance and HR Services Americas, a division of Deutsche Post DHL Global Business Services, is providing an opportunity for a highly motivated professional within a multi-cultural shared service environment. This role is based in the Shared Service Center (SSC) in San Jose, Costa Rica.

**The primary purpose of the role**

To improve quality, efficiency, and effectiveness of the Billing & MDM Operation through process improvements, automation and harmonization with the aim to optimize working capital, minimize transactional costs and control DP DHL exposure to write offs & potential bad debt losses. He/she directly manages a team of managers. He/she is responsible for billing and MDM KPIs i.e. Unbilled, Credit Note, Cash Flow, Productivity, SLA and as well as RFCs. He/she continuously improves OTC processes using First Choice methodology as well as launching optimization initiatives. He/she carries operational accountability and secures business continuity and delivers improved operational effectiveness against evolving business requirements.

**RESPONSIBILITIES**:

- Provide input to the definition of the Billing & MDM strategy including planning, processes and budgets considering internal and external policies & standards, regulations & compliance requirements
- Plan, oversee and monitor delivery and quality of Billing & MDM support services, operations and systems to ensure accuracy and effective management of billing & customer data
- Manage the most complex, large and difficult customer requirements with the support of the team
- Establish processes to ensure Billing and MDM compliance to Global Standards
- Ensure planning and implementation of initiatives to ensure integration of current and future technologies
- Explore opportunities and recommend improvements in existing processes, systems and methods for enhanced effectiveness and efficiency
- Manage the allocation of appropriate resources and commitment of staff to the achievement of Global, Regional and Country objectives and targets
- Develop IKO’s with team members
- Manage and control KPIs, performance, productivity, and capacity of Billing & MDM team
- Monitor status of Billing and MDM activities to identify areas for improvement
- Liaise with functional or operational area leads to ensure consistency of Billing and MDM data quality and customer satisfaction
- Develop a strong, trusting relationship with Global OTC (Billing & MDM teams)
- Develop staff and deliver a strong succession plan
- Conduct performance appraisals
- Encourage and facilitate cross country best practice sharing on operational excellence

**SPECIFIC CUST**OMER COMPETENCES**
- To guarantee timely and effective execution of internal control framework
- To actively manage cross functional dependencies
- To exercise good management judgment in the execution of job responsibilities (i.e. cost center management)
- Maintains effective relationships with customers
- Develops and delivers high quality/innovative products, services or solutions
- Focuses on customer needs and gains their commitment
- Gains management/colleague support to meet customer needs

**SPECIFIC PEOPLE **MANAGEMENT COMPETENCES**
- Champions the continuous development of people, using all relevant tools, and ensure succession planning in line with strategy and in close collaboration with peer managers for cross-departmental view.
- Ensure the development of resources over time and with the right skill set, to deliver agreed service levels and cost effectiveness.
- Ensure a stable team of motivated people

**RELATIONSHIP**
- Manages stakeholders i.e. Global OTC, Regional and Country CFOs, ITS, BUIT
- Works closely with peers with a common goal in making DPDHL The Provider, Supplier and Investment of Choice
- Develop strong and trusting relationships with Senior DPDHL leaders at board level and/or partner organizations
- Managing conflicting priorities for the good of the company through strong negotiation and influential skills

**REQUIRED BUSINESS SKILLS AND QUALIFICATIONS**:
**Education**:

- Bachelor’s Degree in Accounting, Finance or Industrial Engineering MBA is a plus.

**Experience**:

- A minimum of 5 years of related work experience, leading a team.

**Skills**:

- Excellent computer skills in MS Office (Specifically Excel, Word, PowerPoint and Outlook)
- Strong Leadership skills with the ability to communicate well, motivate direct reports and foster teamwork
- Exemplary multi-tasking ability and organization skills
- Excellent customer
- service skills, ability to solve problems, stay calm and work under pressure
- Language skills: Spanish 100%, English 95%