Service Delivery Head – Finance, and Controlling Tower Lead

Key Responsibilities

• Responsible for the management of day-to-day operations of the process and ensure adherence to processes, systems and schedules to drive service excellence, quality, productivity and maximize value add opportunities for our Business Partners
• Manage relationships and partnerships with Business Partners, key stakeholders, and larger business teams across 90+ countries, overseeing a workforce of more than 100+ employees.
• Oversee service delivery for – multiple Finance towers (Controlling, OTC, PTP, RTR) and be responsible for SLA commitments of Mumbai Center (as service delivery head).
• Lead and mentor a team of finance controlling professionals tower across centers, fostering a culture of excellence and continuous improvement.
• Function as the contact point for escalated customer complaints and handle such cases effectively and professionally, exhibiting proactivity and responsiveness to customer issues.
• Provide subject matter expertise to DGFF business partner and countries on opportunities for process improvements and best practices.
• Identify potential risks in service delivery processes and implement risk mitigation strategies.
• Responsible for co-ordination and flow of information with other departments/functions (interfaces)
• Collaborate with cross-functional teams to streamline end-to-end service delivery, to understand their financial needs and provide tailored controlling solutions
• Manage productivity of the service line, leveraging automation capabilities of GSC.
• Evaluate, implement and manage all operational systems provided by DGF Group companies to ensure they are implemented effectively and utilized correctly on an on-going basis.
• Reviews SLA’s with countries on a periodic based.
• Ensure continued control over all operational functions through regular monitoring, and frequent meetings with all staff and Managers.
• Develop a highly motivated and engaged workforce and provide them with robust career paths within the GSC and/or across DGFF/DHL Group.
• Organize appropriate shifts and manning levels to meet business requirements.

Stakeholder Management

• Establishes long-term relationships and alliances with strategic internal and external business partners, stakeholders, third parties and the captive and non-captive BPO/Shared Service Industry.
• Builds and develops comprehensive understanding of Business Partner requirements, competitor activities and market trends to influence direction of major projects.
• Develops strong, trusting cross-functional relationships within GSC and DGFF senior business leaders.
• Champions cooperation and partnership to provide integrated solutions to problems.

Management Responsibility

• Operational people manager of local team of 100+ FTEs (operational and disciplinary management).
• Accountable to lead local service delivery team, and controlling tower across centers.

Qualification & Requirements

• Bachelor’s degree from a recognized University in any discipline. CA/ICWA/CMA/Management Qualification (preferable).
• Minimum 7 years in leadership roles, service delivery, with experience in Finance & Logistics domain.
• Proven ability to lead and inspire diverse teams, fostering high-performance environments.
• Experience in developing and executing delivery strategies aligned with organizational goals.
• Project Management skills. Strong record of delivering projects on time and within budget.
• Excellent communication skills to articulate thoughts to stakeholders.
• Strong analytical and critical thinking skills for effective decision-making.
• Build strong influential skills to identify, to contribute and deliver on synergies between the functions, products and/or countries or service delivery centers.

Benefits

At DHL Supply Chain, we believe our employees are our greatest asset and we are committed to being a great employer for all.

DEIB

As a company powered by people, Diversity, Equity, Inclusion and Belonging (DEIB) goes to the heart of everything we do. By actively promoting DEIB and our employee resource groups, we develop the best workforce and empower our people so that everyone can make a difference.

Health, Wellness & Financial

At DHL Supply Chain, we are committed to helping our employees thrive personally and professionally by offering a comprehensive benefits packages designed to support your physical, mental, and financial health. This includes competitive pay, comprehensive health coverage, retirement plans and wellness programs.

Career Development

Your growth and development are paramount. We invest in continuous learning and development programs to help you advance your career to the next level. Our extensive training opportunities, mentorship programs, and career advancement resources are designed to support your professional journey and help you reach your full potential.

Recognition and Rewards

We understand the importance of recognizing and rewarding hard work and dedication. At DHL Supply Chain, we celebrate your achievements through various recognition programs that highlight your contributions and milestones.

Community Engagement

Making a positive impact in the communities we serve is important. Our corporate responsibility initiatives, such as blood drives and partnerships with organizations like the Girl Scouts, provide meaningful opportunities for you to give back and make a difference.

Positive Work Culture

At DHL Supply Chain, we pride ourselves on cultivating a positive work culture that is both engaging and supportive. We are recognized and certified as a Great Place to Work, reflecting our commitment to creating an environment where every employee can thrive.