Cluster Lead

2 weeks ago

Petaling Jaya, Malaysia DHL Full time

Plan, manage and control cost-effective delivery of services.
- Manage and sustain supervisory and quality review / verification as per global SOPs, network policies and required controls (CRISP and external audit controls) to ensure controls are strictly compliant as well as to achieve center’s audit KPI.
- Collaborate with all functions and support each functions in ensuring process compliance and continuous service excellence.
- Take ownership of escalation or handle critical concerns raised by the business.
- Build “business process expert” within the team to support regional/global projects. Prepares and reviews relevant business scenarios used for purpose of testing arising from process changes and system enhancements or upgrades.
- Accountable for BRS and CR writing for new requirement or changes of existing process/system and present the ideas to management and BPO team.
- Support the development of future process experts.
- Regularly review KPIs or performance indicators
- Identify training needs and opportunities to develop a highly skilled functional department.
- Periodically review manpower needs and back-up plans for each team to ensure seamless delivery to business partners.
- Support new and existing team members through proper knowledge transfer; sharing of resources, knowledge, experience and best practice thereby ensuring quality is maintained through staff transition.
- Back-up & support team member as and when needed, showing monitoring abilities as well as management and motivation of the team members.
- Sharing Best Practices and supporting analytics
- Ensure regular Quality / Duplicate Checks are being performed in order to ensure the Quality is being maintained.
- Ensure quality is being maintained with accuracy, completeness, timeliness and without duplication.
- Timely updates / modify RTR Process documents / CRISP control documents to align RTR processes and are compliance and adhere to GOM.
- Assist in project rollout, testing and guide the team on project implementation from service line perspective.
- Consolidate & present Service Performance Review deck to Business Partners together with preparing minutes / outcome of the SPR discussion.
- Work according to Internal Controls / CRISP requirements, handle audit query and provide mitigation plan where needed.
- Proactively identify process improvement opportunities and discuss with the business partners.
- Review Issue Log regularly and follow-up on the open items to resolve issues in a timely manner.
- Review recon are properly reconciled on a monthly basis. Follow-up with the team and Country Finance to resolve outstanding issues in timely manner.

**Educational Qualifications**
- Degree Holder or equivalent by experience.

**Expected years of experience**
- At least 2 to 4 years of work experience, preferably in a finance environment (similar or comparable position in a Shared Service Centre is an advantage)

**Knowledge & Skills**
- Passion for People
- Passion for leading and developing skills
- Respectful of individual and cultural sensitivities
- Relentless in building and sustaining high performing teams
- Strongly committed and adept in giving feedback to people to build confidence and competence
- Team player and able to work in a multi-cultural environment
- Rigorous in seeking talent and building on potential

**Passion for Quality and Continuous Improvement**
- Passion for doing things right the first time
- Relentless in solving problem and issues
- Strongly committed and adept in addressing business and customer issues
- Rigorous in analysing data from multiple systems

**Passion for Customers**
- Driven to support business priorities
- Cross-department consultation and collaboration
- Business Acumen
- Commitment to Excel
- Taking Direction and Responsibility
- Building & sustaining effective professional relationships

**Business Acumen**
- Constructive Challenge
- Strong process knowledge
- Well verse of all CRISP Control and Audit requirement
- Strong communication and influencing skills
- Proven ability to plan, organize and drive change
- Possessed strong analytic skill on data
- Computer skills: fluent in working with MS-office and database end-user tools
- Language skills: fluent in English

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