1. WORK EXPERIENCE:
Nov 2009 – present: Credit & Collection Manager for DHL Global Forwarding (Vietnam)
Corporation.
- Ensures compliance to the GOM (Global Operating Model) and reports any deviations detected
- Interfaces with regional/global process owner and service providers regarding outsourced
activities.
- Participates in the service providers’ governance and works directly with the service providers to
identify improvement opportunities
- Responsible, in conjunction with the C&C specialist, for reviewing the process performance
reports and provide feedback to service providers and internal stakeholders to ensure business
requirements are being met and the process is continued to be improved
- Defines and implements local policies to meet globally defined procedures (GOM SOPs)
- Defines and implements local SOPs for the agreed deviations
- Provides leadership and coaching to their direct reports and develops yearly departmental goals
and tracks to target
- Sponsorship for the team and its activities, as well as the service providers’ activities
- Cross-functional communications and engagement
- Leads projects and change management to implement process improvements in the area of
scope
- Ensures global internal control framework in the area of scope is implemented and followed.
- Dispute management: Resolution of escalated issues, disputes from customers, shared service
centers, and operations
- Managing bad debts: Engage solicitors and collection agencies, approve hand over cases to
agencies, dealing with customer goodwill write offs and overseeing customer bankruptcy matters.
- Authorization: approvals of credit limits over C&C specialist authority level, non-standard
payment terms, refunds, payment plans, 3rd party turnover, credit holds (in conjunction with C&C
Specialist), payments to agents partners, adjustments to P&L (bad debt provision, write offs)
- Collection: Define and review collection strategy/treatment plan
- Billing: Maintains contact with customers to ensure feasibility and implementation of customer
billing requirements.
- Reporting: Responsible for commentary reporting, review reports and spot trends, provide input
to local/regional specific reports, ad hoc reporting, responsible for month-end results reporting.
- Process optimization: track and monitor efficiency and effectiveness of the OTC process, develop
countermeasures to address root causes of problems, risks and inefficiencies, follow up and
review results, proactively identify new risks through regular process and system walk-through